Service Delivery Manager

2 settimane fa

Roma, Lazio, Italia Serco A tempo pieno

About the Role

Serco is seeking a dedicated and experienced Service Manager to oversee the delivery of services on our contracts within the Defence sector in Italy.

This role is crucial as the first level of escalation for any issues or requests for improvement, ensuring that all services meet or exceed Performance Indicators (PIs) and Key Performance Indicators (KPIs).

Main Responsibilities

  • Responsible for the services provided on the contracts and first level of escalation in case of issues or requests for improvement.
  • Responsible to deliver reports at agreed cadence with the Head of Defence Italy and the relevant customer interface.
  • Responsible for periodic Service Reviews with the customer.
  • Responsible for technical/operational reporting to the customer and management of non-conformities issued following inspections/audits.
  • Responsible of HSE and Compliance elements in the contract.

Additional 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.
  • Design and negotiate Service Level Agreement with relevant stakeholders (Customer and Partners).
  • 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.

This role reports directly to the Serco Contract Manager.

Requirements

  • Italian mother tongue
  • Fluent written and spoken English
  • Knowledge of MS office instruments, including planning tools
  • Secondary School or (preferable) University Degree
  • Deep experience in Service Management
  • Experience in Military/Defence (minimum 5 years)
  • Knowledge of the Space/Defence context
  • 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
  • Flexibility to travel; ability to work in flexible mode; good communicator and team worker
  • In-depth knowledge of compliance and quality management standards

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