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Service Delivery Manager

hace 2 meses

Madrid Centro, Madrid, España Wohn-Service-Team A tiempo completo
Job Description

We are seeking a highly skilled and experienced Service Delivery Manager to join our team at Wohn-Service-Team. As a key member of our organization, you will be responsible for ensuring the smooth delivery of our services to our clients.

Key Responsibilities
  • Service Management
    • Oversee the end-to-end technical execution of services to meet client specifications.
    • Ensure that necessary resources, support, and procedures are in place to enable staff to perform their tasks correctly.
    • Collaborate closely with service managers from partner companies on service and staffing matters.
    • Review and adapt staffing plans to meet customer requirements.
    • Identify recruitment needs and participate in candidate selection.
    • Establish and maintain training plans based on service needs and feedback.
    • Lead continuous improvement initiatives and recommend action plans.
    • Ensure product assurance is carried out properly for work packages.
    • Manage on-boarding and departures of service personnel.
    • Keep control of mission requests and payment claims.
    • Keep service management procedures and documents up to date.
  • Technical
    • Understand and anticipate technical customer expectations and propose adapted solutions.
    • Coordinate and monitor technical progress in work packages.
    • Control the quality of services: compliance with schedule, requirements, specifications, updates to documentation, feedback.
    • Lead the establishment of performance indicators and monitor service levels.
    • Risk management: identification, categorization, risk reduction strategy, monitoring, and reporting.
  • Customer
    • Interface with customer technical officers and contract officers for service-related matters.
    • Collaborate closely with customer technical responsibles for work packages.
    • Participate in service-related meetings and represent the company when required.
    • Prepare and present quarterly progress reports.
    • Handle customer requests requiring service staff to work outside nominal working hours.
    • Keep service documentation up to date.
    • Oversee the overall performance of service teams that interface with the customer operation.
    • Gather customer feedback and monitor satisfaction levels.
    • Articulate change initiatives and participate in planning and deployment.
  • People & Culture
    • Carry out internal annual review processes.
    • Manage absence of service personnel.
    • Work effectively with internal and external stakeholders to manage expectations and gain support for services.
    • Work effectively with partners and subcontractors to contribute to a coherent service.
  • Financial
    • Assist in the management of the service budget.
    • Use financial data to review and assess opportunities and support decision-making.
Requirements
  • Master's degree or equivalent in natural sciences or engineering.
  • At least 5 years of relevant work experience in managing technical service delivery.
  • Knowledge and experience with SCRUM methodology and project management.
  • Excellent general knowledge of space missions and activities.
  • Strong background in space system engineering, mission analysis, and architecture.
  • Experience with relevant standards and management processes, including project management, risk management, and configuration management.
  • Experience of working in diverse teams and managing indirect resources.
  • Good understanding of technical performance management and overall service delivery.
  • Experience of applying Lean or Continuous Improvement at an organizational level.
  • Proficiency in written and spoken English and Spanish.
  • Ability to identify evolutions and improvements to tools and processes related to services.
  • Good analytical skills with ability to assimilate information quickly and communicate key messages simply and effectively.
  • Good negotiation and presentation skills.
  • Able to demonstrate an understanding of stakeholder management and develop effective relationships at all levels.
  • Ability to work collaboratively and influence effective outcomes.
  • Effective self-management with a track record of involvement in change in complex and demanding environments.
  • Methodical and proactive with initiative and capability to work autonomously.
  • Problem-solving and creativity-oriented attitude.
  • Good commercial judgment and financial literacy.