About this job

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 offers space capability across the full space lifecycle from satellite testing to Launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development. With over 55 years history in the space sector Serco is well placed to contribute to National strategies and New Space ventures who want to scale their businesses/organizations with skilled talent.

Are you ready to support space exploration as a Service Manager? We have an opportunity for you to join our team in the Netherlands. If you’re enthusiastic about entering the thrilling realm of space and becoming an essential member of our team, we would love to hear from you.

Responsibilities

Reporting to Operations Director or Contract Manager, the appointed candidate will undertake the following:

• Contribute to the service definition, deployment, operations, and further development of new services
• Manage the service delivery on day-to-day basis, act as the interface towards the customer and remedy any issues, escalate problems, propose solutions and improvements.
• Manage the day-to-day operations with our service employees located on the client site, acting as an interface between the client and our employees.
• Coordinate and actively prepare the technical and contractual documentation for the services
• Define and monitor service level agreements, KPIs and other service parameters to monitor the performance of the services
• Act proactively in case of breach or expected breach of parameters agreed in SLA
• Pro-actively report and respond to service-related issues, seek, and propose initiatives to improve the service
• Gather, review, and distribute service reports, attend customer quarterly meetings.
• Manage service employee’s performance and engagement by ensuring regular My-catchup, training, and development plan in line with professional and personal growth, recognition, communication and ensuring Serco values are followed.
• Support business development activities, including preparation of supporting documents related to implementation of new services (e.g. SLA )
• Leading customer service excellence and a continuous improvement culture.

Profile

• University degree, or proven ability to perform the tasks commensurate with such a formal academic qualification. Engineering degree is a plus.
• 5+ years of experience in similar roles.
• Good knowledge of the industry best practices and service delivery standards.
• Excellent interpersonal and customer service skills are needed.
• Demonstrate a strong knowledge of the space industry (mission, systems, services)
• Commercially savvy is plus.
• High organizational and communication abilities, and comfortable with working in a diverse and multinational team environment.
• Excellent interpersonal and customer service skills
• Excellent written and verbal communication skills
• Problem solving mind set and high capacity to deliver are highly considered.
• Proficient in the English language, both written and spoken.
• People Management experience.
• Knowledge of another EU member state language is an asset.

DE&I:

Within Serco we believe there is a place here for everyone. Diversity & Inclusion at Serco is based on a culture where every voice is heard, and every employee feels valued. Working together as one team, we can enhance the experience of our people and teams, improve the value of our solutions to better serve the missions of our customers, and make a difference in our world. We are enthusiastic and passionate about our work which is infectious. We allow our employees to take responsibility for their work and promote a positive working culture.

What we offer:

• Competitive Salary.
• Comprehensive package of benefits offered by the company.
• Assistance with relocation can be provided, details available upon request.
• Engaging company events to foster team spirit.
• Company contribution towards a pension scheme.