Service Manager

hace 3 días

Barcelona, España buscojobs España A tiempo completo

Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. In 2020, ESA decided to reorganize the development and operations of its scientific satellite missions including the acquisition, generation, processing and archiving of the related data. We are currently searching for an experienced and dynamic Service Manager to join our team on site at our client, the European Space Astronomy Centre (ESAC), Madrid, Spain.

The ESAC SCO Service Manager is responsible for the overall service delivery of Serco’s Work Areas in the Science Operations Activity Domain (S-SCO). The Service Manager maintains the Service Management Plan and management deliverables, in accordance with ESA Frame Contract 2 (EFC2) SCO Management Requirements Document (MARD) including establishing and managing the Progress and Performance Management regime, subcontractors, working groups and the Product Assurance team. This includes the responsibility for leading the service improvement and lessons learned activities.

Responsibilities:

Operational Excellence

  • Have overall responsibility for the end-to-end technical execution of the services to the client specification.
  • Ensure that the organisation, resources, support, services and adequate procedures are made available to staff and their supervision to enable them to perform their tasks correctly.
  • Collaborate closely with Service Managers from partner companies in EFC2 on service and staffing related matters.
  • Review regularly the evolution of resources in a “Staffing Plan” and adapt it to the requirements of the customer.
  • Identify any recruitment needs and participate in the selection of candidates in collaboration with the Technical Managers.
  • Establish and maintain a “Training Plan” based on the needs for the service and the feedback from the annual My-CatchUp reviews.
  • Lead on Continuous Improvement of the service; recommending, negotiating and implementing the necessary action plans.
  • Ensure Product Assurance is carried out properly for the SCO work packages in close collaboration with the Serco PAE-07 team.
  • Organize on-boarding and departures of service personnel together with Operations Manager and HR.
  • Keep control of mission requests and payment claims within the service.
  • Keep Service Management Procedures and Documents on Serco Sharepoint up to date.

Technical

  • Understand/anticipate the technical expectations of the customer and propose adapted solutions.
  • Coordinate and monitor technical progress in Work Packages SCO-03 and SCO-07 in collaboration with the Technical Managers.
  • Control the quality of services: compliance with the schedule, requirements, compliance with specifications, updates to documentation, feedback.
  • Lead on the establishment of performance indicators and then monitor the service level being provided to the customer.

Customer

  • Interface with ESA’s Technical Officer (TO) and Contract Officer (CO) for service related matters.
  • Collaborate closely with ESA’s Technical Responsibles (TRs) for work packages SCO-03 and SCO-07.
  • Participate in all service related meetings organized by ESA and represent Serco when required.
  • Preparation of Quarterly Progress Reports (QPRs) and presenting those at the corresponding Quarterly Progress Meetings (QPMs).
  • Handle customer requests requiring service staff to work outside nominal working hours together with Operations Manager.
  • Keep service documentation up to date.
  • Oversee the overall performance of all service teams that interface with the customer operation.
  • Gather constant customer feedback and monitor the level of satisfaction.
  • Articulate all the change initiatives, by actively participating on the planning and deployment during all change processes.

People & Culture

  • Carry out the Serco internal annual review process My-CatchUp.
  • Manage absence of service personnel in Replicon together with Technical and Operations Managers.
  • Work effectively with internal and external stakeholders to manage expectations and gain support for service.
  • Assist the management of the service budget, in close collaboration with the Operations Manager, Contract Manager and Finance department.

Do you think you are the person we are looking for? See below what experience or knowledge you should bring:

  • Master degree or equivalent in natural sciences or engineering.
  • At least 5 years of relevant work experience in managing technical service delivery within space.
  • Some knowledge and experience with SCRUM methodology and project management.
  • Excellent general knowledge of ESAC missions and activities.
  • Strong and demonstrated background in space system engineering, mission analysis and architecture.
  • Experience with relevant standards and management processes in particular with respect to project management, risk management and configuration management.
  • Experience of working in diverse teams and managing/influencing indirect resources.
  • Good understanding of technical performance management and overall service delivery.
  • Experience of applying Lean or Continuous Improvement at organisational level.
  • Proficiency in written and spoken English and Spanish.
  • Good analytical skills with ability to assimilate information quickly.
  • Good negotiation and presentation skills.
  • Demonstrates exceptional communication skills.
  • Able to demonstrate an understanding of stakeholder management.
  • Ability to work collaboratively and influence effective outcomes.
  • Effective self-management with track record of involvement in change.
  • Methodical and proactive, with initiative and capability to work autonomously.
  • Problem-solving and creativity-oriented attitude.
  • Good commercial judgment and financial literacy.

On Offer:

  • Comprehensive package of benefits offered by the company.
  • Assistance with relocation can be provided; details available upon request.
  • Engaging company events to foster team spirit.
  • Hybrid working model to support work-life balance.
  • Opportunity to work in an international environment.
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