Knowledge Manager

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.

Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. 

Role Responsibility

For our activities in the European Space Agency (Darmstadt, Germany), we are currently seeking to employ a highly motivated and enthusiastic Knowledge Manager to work in an exciting innovative international environment.

The role will be part of a newly established Network Operations Centre (NOC) tasked with coordinating, configuring and monitoring activities related to the ESA ground segment, specifically the Telemetry, Tracking and Command (TT&C) stations of the ESTRACK ground station network.

The NOC is responsible for providing 1^st and 2^nd line support to the ESA space missions and its users.

It provides Ground Operations, Operational IT and Operational Control Centre services and acts as single point of contact for real-time service requests from ESTRACK customers.

Tasks:

As a Knowledge Manager, you will have mainly the following tasks:
- Establish, manage and control the KM process;
- Ensure that input received from the service teams is captured, transformed into KB articles, procedures or
FAQs etc.;
- Ensure that resulting procedures are implemented in the service teams with the help of the trainer;
- Ensure KB and related content is reviewed regularly and checked for accuracy and currency;
- Promote knowledge sharing throughout the service;
- Provide support for the establishment and nurturing of communities of practice, including workshops, oneon-one guidance;
- Monitor and ensure compliance with relevant KPIs;
- Drive the continual service improvement by driving the KM process and proposing new/additional ways of
improving knowledge sharing.

Successful Candidate

• Excellent communication skills;
• Ability to explain complex concepts in layman's language;
• Ability to generate enthusiasm;
• Ability to communicate with all levels of management, staff and users;
• Self-motivated, proactive and result-driven;
• Understands clients' needs and concerns;
• Excellent team player;
• Open to new ideas; shares own knowledge; applies knowledge in daily work;
• Analytical Thinking and Decisive Judgment.
• Degree in business and/or social sciences preferred;
• Several years of experience in the service industry (preferably IT or Space);
• IT Service Management experience desired (ITIL qualification a plus) ;
• Excellent English language skills;
• Familiarity with operational environments;
• Experience with establishing new processes and training teams;
• IT proficiency.

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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. 

For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.

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.

Package Description

Full details on application.

Relocation assistance provided (if applicable).

About the Company

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 60,000 employees worldwide.

Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.

What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 60,000 colleagues globally who are equally as passionate about delivering great service as you

Serco European Agencies