Operations Service Leader
hace 4 semanas
Package Overview
Our organization provides:
Competitive remuneration. Extensive benefits package available to employees. Relocation assistance may be offered; further details can be discussed. Engaging corporate events to promote team cohesion. Flexible working arrangements to enhance work-life balance. Opportunities to engage in a global work environment.Role Overview
Serco stands as a prominent provider of Space Services, boasting a wealth of skilled professionals who have contributed to numerous space missions for various Space and Government agencies worldwide, including ESA and NASA.
In response to evolving operational needs, ESA has restructured the management of its scientific satellite missions, focusing on task-oriented work packages. This shift aims to enhance efficiency and service delivery within the framework of ESA's contracts.
We are seeking a seasoned and proactive Service Manager to oversee our operations at a key client site. The individual will be accountable for the comprehensive service delivery of our work areas within the Science Operations Activity Domain.
The Service Manager will uphold the Service Management Plan and associated deliverables, aligning with the established management requirements. This role encompasses the oversight of performance management, subcontractor coordination, and leading service enhancement initiatives.
Key Responsibilities
As a Service Manager, your focus will encompass the following domains:
Operational Excellence
Service Oversight Assume full responsibility for the technical execution of services per client specifications. Ensure that resources, support, and procedures are effectively provided to enable staff to perform their duties efficiently. Collaborate with partner Service Managers on staffing and service-related issues. Regularly assess resource evolution and adapt staffing plans accordingly. Identify recruitment needs and engage in candidate selection with Technical Managers. Develop and maintain a Training Plan informed by service needs and feedback. Drive continuous service improvement initiatives and ensure compliance with product assurance standards. Coordinate onboarding and offboarding of personnel in collaboration with Operations and HR. Manage mission requests and financial claims within the service framework. Maintain up-to-date Service Management Procedures and Documentation. Technical Coordination Anticipate and understand customer technical expectations, proposing tailored solutions. Monitor technical progress across work packages in collaboration with Technical Managers through structured planning and review meetings. Ensure service quality by adhering to schedules, requirements, and specifications while maintaining updated documentation. Establish and track performance indicators to assess service levels. Conduct risk management activities, including identification, assessment, and reporting. Client Engagement Act as the primary interface with the client's Technical and Contract Officers for service-related inquiries. Collaborate closely with Technical Responsibles on relevant work packages. Participate in service-related meetings and represent the organization as needed. Prepare and present Quarterly Progress Reports detailing KPIs, risks, and deliverables. Manage customer requests for out-of-hours service and maintain service documentation. People Management Conduct the internal annual review process and manage personnel absence in collaboration with Technical and Operations Managers. Work effectively with stakeholders to manage expectations and secure support for services. Collaborate with partners and subcontractors to ensure cohesive service delivery while considering commercial sensitivities. Financial Oversight Assist in managing the service budget in collaboration with Operations and Finance teams. Utilize financial data to evaluate opportunities and support informed decision-making.Ideal Candidate Profile
Are you the right fit for this role? Consider the qualifications and experience we seek:
Master’s degree or equivalent in natural sciences or engineering. Minimum of 5 years of relevant experience in managing technical service delivery within the space sector. Familiarity with SCRUM methodology and project management principles. Strong understanding of ESAC missions and activities. Proven background in space system engineering and mission analysis. Experience with project management standards and processes, including ITIL and PRINCE2. Ability to work within diverse teams and manage indirect resources. Strong analytical skills and ability to communicate complex information effectively. Proficiency in English and Spanish, with excellent communication skills. Capacity to identify and implement improvements in tools and processes. Demonstrated problem-solving abilities and a proactive approach. Good commercial acumen and financial understanding.-
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