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IT Service Management Engineer

Please Note: The application deadline for this job has now passed.

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. 

For our activities in the European Space Operations Center we are looking for an IT Service Management Engineer.

Role Responsibility

Your activity in this role would cover mainly the following:

  • Support to SLA monitoring and management with internal and external suppliers;
  • Identifying and monitoring of the Implementation of corrective actions to maintain high level of service quality;
  • Support to management of the established processes and their evolution;
  • Support to the management of the IT Service Management (ITSM) tool and related tool sets;
  • Review of SLA definitions within the service portfolio;
  • SLA assessment and verification of requirements for achievable targets;
  • Definition of new end-to-end Service levels;
  • Monthly creation of a consolidated service level report for all services;
  • Analyse reports and identify areas for improvement;
  • Support the continuous service improvement process, ensuring that despite the introduction of new services and new solutions, the overall service quality will be maintained;
  • Support the management of the activities of service providers, vendors and suppliers;
  • Monitor and manage performance of the suppliers in compliance with OLAs. In particular, identify correlation between performance issues and user reported problems;
  • Notify ESA and the concerned supplier of failure to perform the services in line with the provisions of its contract and OLA;
  • Ensure that Business Processes are followed across all Service Provider(s ) and Third Party Vendor(s);
  • Support ESA to manage and maintain ESA owned end-to-end service delivery processes to achieve consistent and seamless service delivery across the various infrastructure components, service providers and suppliers.

The Ideal Candidate

The key person should bring the following:

  • Excellent English skills;
  • Very good MS Office skills;
  • ITIL knowledge / IT service management experience;
  • Experience in Process management;
  • SLA/KPI management / design;
  • Experience in report writing;
  • Good analytical skills;
  • Experience in Vendor management;
  • Experience in interfacing with customers and suppliers;

The following will be seen as assets:

  • Database skills;
  • ITSM tool experience (esp. HP Service Manager).



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

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