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Service Delivery Manager

2 mesi fa

Roma, Lazio, Italia Serco Group plc A tempo pieno
About the Role

We are seeking a highly skilled and experienced Service Delivery Manager to join our team at Serco Group plc. As a key member of our Defence sector team in Italy, you will be responsible for overseeing the delivery of services on our contracts and ensuring that all services meet or exceed Performance Indicators (PIs) and Key Performance Indicators (KPIs).

Main 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.
  • Contract Management: Manage the financial aspects of the service, including budgeting and forecasting.
  • 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.
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