Service Delivery Manager

2 settimane fa

Frascati, Lazio, Italia Serco A tempo pieno
About the Role

We are seeking an experienced and dynamic Service Delivery Manager to oversee the services we provide to ESA/ESRIN within the framework of the Destination Earth Program of the European Union.

Key Responsibilities
  • Service Oversight: Ensure all services meet or exceed Performance Indicators (PIs), Key Performance Indicators (KPIs), and contractual conditions.
  • Service Delivery Management: Monitor, control, and support service delivery, ensuring adherence to established systems, methodologies, and procedures.
  • Service Level Agreement Management: Design and negotiate Service Level Agreements with relevant stakeholders (Customer and Partners).
  • Capacity Planning: Model the Service capacity, performance, and costs according to requirements change and evolutions.
  • Financial Planning & Forecasting: Manage the financial aspects of the service, including budgeting and forecasting.
  • Innovation & Evolution: Drive service innovations and continuous improvement to enhance service delivery.
  • Team Management: Oversee the management of all Serco staff on the contract, ensuring effective team performance and development.
  • Stakeholder Management: Maintain comprehensive stakeholder management, acting as the primary interface for the customer.
  • Compliance & Quality Management: Ensure compliance with legal obligations, standards, and the Serco management system, while upholding quality management practices.
  • Customer Satisfaction: Prioritize customer and user satisfaction through excellent service delivery and proactive communication.
  • Contract Growth: Foster organic growth of the contract through strategic initiatives and customer engagement.
  • Risk Management: Identify and mitigate risks to ensure the smooth operation of services.
  • Leadership & Culture: Lead by example to promote customer service excellence and a culture of continuous improvement.
Requirements
  • Proven experience in service management of complex projects in an international environment.
  • Strong financial management skills.
  • Excellent leadership and team management abilities.
  • Exceptional stakeholder management and communication skills.
  • Ability to innovate and drive continuous improvement.
  • In-depth knowledge of compliance and quality management standards.

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