ESTRACK Service Delivery Manager

Job Introduction

Serco Services GmbH part of the Serco group, A FTSE250, Multi-national Service Provider with over 50,000 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.

We currently have an exciting opportunity for a ESTRACK Service Delivery Manager based at ESOC.

Role Responsibility

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

The role is part of the 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 1st and 2nd line support to the ESA space missions and its users.

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

The main tasks of the Service Delivery Manager will be:

• Managing the NOC shift team, the NOC-Engineering team and NOC Scheduling team
• Provide leadership and guidance to staff
• Act as an official interface to the customer and users
• Manage and maintain the shift plans in accordance with operational and legal requirements
•  Act as the escalation point for issues for both staff and the customer
• Support to service transition & roll-out of new solutions and operational validation
•  Support of LEOP (launch and early orbit) activities
•  Reporting
• Tracking of issues and incidents
• Together with the training officer ensure ongoing training and re-certification of the NOC staff
• QA (including tracking/resolution of actions, reporting and participation in reviews/audits).

Successful Candidate

The Ideal Candidate will require good professional experience in service delivery in a 24/7 end-to-end ground station environment.

He/She will possess the following qualities:

• Strong experience in team management and supervision in difficult 24/7 environments;
• Strong leadership skills;
• Experience in training and mentoring staff;
• Experience in ITIL-based service management;
• Solid knowledge of KPI/SLA driven service environments;
• In-depth knowledge of the ESA/ESTRACK operational environment and ground station operations;
• Good knowledge of QA systems;
•  Fluent in English, both in speech and writing;
• Self-starter, able to work independently with little or no supervision;
• Pro-active and confident personality with good persuasive skills;
• Team-player, able to interface with technical and management personnel;
• Well-organised, able to prioritise and manage several tasks in parallel;
• Working IT knowledge, including Linux, networking concepts and common tools and software applications;
• Working knowledge of telecommunications, including wave propagation, EM spectrum, modulation techniques, antennas, signal gain and loss, analogue and digital transmission, multiplexing and switching;
• Have a good understanding of IT security:  concepts, technology and best practices;
• Have a good understanding of IT networking:  WAN/LAN concepts, technology and troubleshooting;
• PC literacy: MS Office Products, Lotus Notes;
• Able to write and present documentation and reports.
• University degree in Aerospace/Engineering or related field advantageous.

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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. 

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You may submit a written request revoking your consent to this agreement at any time.

Package Description

Highly competitive salary 

Corporate Benefits Package 

Relocation Assistance (if applicable)

Further information available from the Serco Europe Recruitment Team

About the Company

Serco is one of the world’s largest providers of public services, employing over 50,000 people in over 20 countries.

We work closely with the European Government Institutions & Space Agencies providing crucial Services with over 300 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to people’s lives and to your community and country.

As a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

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 50,000 colleagues globally who are equally as passionate about delivering great service as you

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.

Serco European Agencies