Service Delivery Manager for Mission Operations Infrastructure IT

Package Description

What we offer if you join our amazing team:

• Competitive Salary 

• Corporate Benefits Package 

• Support provided to EU Nationals requiring relocation – Information available upon request

• Company events

Job Introduction

We have an exciting (and challenging) opening for a Service Delivery Manager for Mission Operations Infrastructure IT in Darmstadt. 

Dynamic, Energetic, Entrepreneurial, Highly Motivated, Resilient … If this describes you then we would love to hear from you :) Come and join talented diverse Serco team at the European Organisation for the European Space Operations Centre (ESOC) based in Darmstadt, Germany. 

European Space Operations Centre (ESOC), Darmstadt, Germany, tracks and controls European spacecraft, and develops and manages ground systems. As Europe’s centre of excellence for satellite operations, ESOC is home to the engineering teams that control spacecraft in orbit and build the systems on the ground that support missions in space.

More here

Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.

• Serco – The employer of choice for a career within the Space Sector.

Serco are a trusted provider of services to National Space Agencies and the European Space Agency (ESA), we have over 40 years’ experience supporting the space sector and providing services for all stages of our customer’s space missions.

• Join our community of space specialists across Europe

We are proud to support the European institutional Space landscape: Serco boasts an extensive network of Space professionals located at our offices in Darmstadt, Noordwijk, Frascati, Paris and Madrid, all within close proximity of our two largest space sector customers, European Space Agency/European Space Operations Centre (ESA/ESOC) and European Organisation for the Exploitation of Meteorological Satellites (EUMETSAT).

• Supporting Women in Aerospace

Diversity and Inclusion is extremely important to us. Supporting women's opportunities, development and visibility in the space sector is key and that is why we are proud members and supporters of Women in Aerospace Europe, a dynamic and global network supporting women's careers in Aerospace.

Women in Aerospace Europe (WIA-E) – Supporting women in STEM (wia-europe.org)  

Main Responsibilities

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 Service Delivery Manager is responsible for providing comprehensive end-to-end service provision for the Mission Operations Infrastructure IT (MOI-IT) Business Area within the defined SLA, taking full responsibility of activities within their domain, comprising infrastructure operations on mission critical computer and communication systems.

The NOC Services at ESOC maintains and operates the mission operations infrastructure, covering everything from 24/7 first line monitoring and service desk to 2^nd line teams and support for engineering activities. You will focus on maintaining good relationships with the ESA Business Area Manager (BAM) and the users of the service, and supports the Service Manager in delivering an excellent service to our customer; whilst also leading a technical team of approximately 14 people, responsible for system and network administration. The high level of interaction with the customer and contract staff requires distinct customer service and service management experience.

As Service Delivery Manager for Mission Operations Infrastructure IT you will concentrate your activities on the following:

• Provide a technical interface to the responsible Business Area Manager (BAM).
• Take ownership of the end-to-end operational IT services across a matrix organisation.
• Ensure tasks are scheduled in an efficient manner and that priorities are met.  
• Ensure all staff are adequately trained for their tasks.
• Produce shift, on-call and annual leave schedules, increasing on-site or on-call support during major operational support phases as required.
• Monitor all aspects of the service to ensure agreed service levels, schedules and procedures are properly achieved and followed.
• Responsibility for all relevant ITIL processes.
• Ensure close collaboration with other support groups on resolution of problems, implementation of projects and engineering activities.
• Ensure punctuality and accuracy of reports and statistics on all activities.
• Provide focal point of escalation to 3rd line on/off site support.
• Assist in developing SLAs and OLAs with all active parties, and ensure they are complied with.
• Ensure infrastructure changes are scheduled to ensure minimal impact to the user community.
• Adhere to current site procedures (technical, environmental, safety and security). 
• Support the Service Manager in driving the evolution of the service, identifying problems, workload issues or other deficiencies within the team.
• Create and maintain accurate procedures and work instructions.
• Work occasional shifts outside normal working hours, if required.
• Maintain and monitor (internally auditing) of the Asset/Configuration Management Database.
• Produce minutes of meetings and reports in a timely fashion.
• Attend user meetings, briefings, user groups and workshops as required.

Successful Candidate

Do you think you are the person we are looking for? See below what experience or knowledge you should bring:

• Excellent command of English, both written and spoken.
• Proven ability to communicate effectively, with international staff, orally and in writing with good briefing skills is necessary.
• In-depth service management experience in a critical operational environment (prior experience of working in an international environment would be considered an advantage).
• Familiarity with current IT technologies and information systems (prior experience in Systems or Network administration would be considered an advantage).
• Team leadership, organisational and time management, good interpersonal aptitude, and strong service ethic.
• Very strong team & staff management experience.
• Sound knowledge of ITIL processes (a national recognised certification in Service Management or ITIL intermediate certification would be considered an advantage).
• In-depth knowledge of operational (routine and contingency) procedures.
• Problem Solving aptitude.
• PC literacy: MS Office 365, MS SharePoint, Microsoft Project.
• Degree/HNC equivalent preferred.

About the Company

Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work. We are a company passionate about diversity and inclusion. 

About Serco

Serco is responsible for the Network Operations Centre (NOC) services at the European Space Operations Centre (ESOC).The Network Operations Centre provides the 24h/7 remote operations services of the ESTRACK ground station network. As part of this service, Serco provides the first line Operations Control Centre (OCC) maintenance and operations services at ESOC. 

We manage the Operational Computer and Communications Infrastructure and ESTRACK ground stations for the European Space Agency at European Space Operations Centre (ESOC). This infrastructure supports operational and support systems including Ground stations, Mission Control, Flight Dynamics, Simulators, Mission analysis, general  support, Firewalls, Network and systems management facilities and Operational communications network for data and voice services

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. 

Data Protection:

For more information on how the personal data in your application is process, please see the link Data Protection policy here.