Service Manager

Job Introduction
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.

Serco Italia S.p.A. is one of the top 50 World Space Manufacturing and Service companies with a long history of providing Earth Observation operations, maintenance and front-end services to the European Space Agency. The company also offers vast experience to a huge number of IT and space markets including: central governments, defence organisations, the aerospace industry and commercial companies.

Currently 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. Join us in contributing to the success of the Destination Earth Program and making a significant impact in the field of Earth observation and environmental sustainability.

Main Responsibilities
As **Service Manager **you will be responsible for:

- 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.

**Your skills**:

- 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.**_Important:_**
- Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law._
- Applicants are reminded that they will be requested to produce such documentation during the recruitment process._
- Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization._

**_Data Protection:_**
- When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.You may submit a written request revoking your consent to this agreement at any time._

About The Company
**Why should you join Serco ?**

At Serco not only is the nature of the work we do important, everyone has an important role to play.
- Meaningful and vital work_ - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.
- A world of opportunity_ - You’ll be wholeheartedly supported with development and career progression
- Great people_ - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.

**What we offer**
- Chance to contribute to innovation in the public services sector
- A company passionate about diversity and inclusion
- Permanent employment with comprehensive Serco Benefits package.

**About Serco**

At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.

We are a team of 60,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.

**Apply**

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