Job Introduction
Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public services, including science and defence.
Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies. With over 1500 staff in the space business covering a wide spectrum of experience and skills, we convey best practice, expertise and innovation in our business.
For our activities in ESTEC, we are currently looking for an ESTEC ITI Site Manager.
Serco’s ESA Corporate IT contract is active on all sites of the European Space Agency (ESA) and supports the desktop infrastructure in the provision, maintenance and problem solving for laptops, desktops, shared file storage, network connectivity, network printing and e-mail to all ESA users. In addition, the group provides telephony support, fixed and mobile, and video conference support.
In the case of ESTEC, around 2500 users are supported.
Each site has its own site manager and the current vacancy is to provide this function in ESTEC.
Main Responsibilities
The successful candidate will report to the contract management in Serco Italy for technical, operational and contractual matters, while liaising closely with local Serco management for human resources and Dutch administration and legal matters.
The successful candidate will be responsible for the day to day provision of the service to the user community. The duties will include:
Technical management:
- of a group of seven technicians in day to day service provision;
- liaison with customer site manager;
- liaison with the prime contractor’s site manager;
- liaison with users and user groups where necessary;
- liaison with external suppliers;
- technical liaison with back office groups on innovations, changes and problems ;
- planning (machine migrations, refreshes, special events, projects);
- attending progress meetings with customer;
- stock management;
- ESTEC tickets handling, performance analysis and coordination : Reviews service levels, call handling status and escalation, status reports (daily, monthly, yearly) and problem reporting;
- ESTEC complaints support analysis and management;
- Support to Knowledge management for WI and Procedure documents definition;
- Site reporting;
- Controls quality, analyse risks;
- Provides effective leadership of the operational team, ensuring the team members are motivated and constantly developing their skills and experience;
- performing annual and bi-annual reviews;
- recruitment;
- highlighting training requirements and arranging provision;
- producing cover plans, including out of hours support;
- annual leave management, ensuring minimum manning levels are always met;
- data to day man management to ensure the smooth functioning of the team in its service provision role.
Successful Candidate
The successful candidate should have a technical background in IT, ideally in the provision of desktop services.
Experience in managing small teams in such an environment is essential.
ITIL knowledge and certification (Foundation) is an advantage
Good human interface skills, to be able to successfully deal with staff, users and customers, are essential.
In addition, the ability to work under pressure in an always busy, occasionally hectic environment is essential.
While the working language is English, some Dutch would be advantageous.
Application procedure
Important:
All applicants must hold a current valid work permit for the Netherlands or be EU nationals.
Due to the high interest these roles generate, Serco reserves the right to commence, alter or conclude the recruitment process prior to the closing date. If shortlisted, a recruiter will contact you directly. If not, your application will remain in our database and can be matched against future openings. You can also login at any time to apply to additional positions.