Service Manager

1 settimana fa

Roma, Lazio, Italia Serco Group Plc A tempo pieno

About this role

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

This role involves ensuring all services meet or exceed Performance Indicators (PIs), Key Performance Indicators (KPIs), and contractual conditions.

The successful candidate will be responsible for:

  • Service Oversight: Ensure services meet or exceed performance targets, contractual conditions, and regulatory requirements.
  • Service Delivery Management: Monitor, control, and support service delivery, ensuring adherence to established systems, methodologies, and procedures.
  • 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.

About Serco

At Serco, we deliver essential public services around the world, and we are innovators, committed to redesigning and improving public services for the benefit of everyone.

We see people first and foremost for their performance and potential, and we are committed to supporting the needs of all our colleagues.

We are a diverse and inclusive organization, and we strongly encourage applications from a diverse range of candidates.

Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview.

We also welcome a conversation about any adjustments that would make the interview process more accessible for you.

We are proud to be a Disability Confident Leader in the government's scheme and hold the Gold Inclusive Employer Standard.

If you have any questions, please do not hesitate to reach out to The Serco Europe Recruitment Team.

Please contact the recruitment team if needed.

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