Job Introduction
Serco has made significant contributions at ESA's European Space Operations Centre (ESOC) in Darmstadt, supporting a wide range of space missions and projects. Serco provides essential engineering, technical, and management services, playing a key role in logistics and operational support for missions. Their expertise in spacecraft operations, ground systems, and data processing has earned them recognition, including 'Best in Domain' awards from ESA. Their long-standing partnership with ESA reflects their commitment to excellence and innovation in the space sector, ensuring successful mission outcomes and advancing space exploration.
On behalf of our team in Germany, we are looking for a skilled Service Delivery Manager for Mission Operations. The successful candidate is responsible for overseeing the seamless delivery of mission-critical services within high-stakes, complex operational environments, such as aerospace, defence, or space exploration. This role ensures that the services meet performance, reliability, and quality standards while aligning with organizational objectives and client expectations. The Service Delivery Manager collaborates with cross-functional teams, including security operations engineers, training and simulation officers, spacecraft operations engineers, to ensure operational excellence and continuous improvement.
Main Responsibilities
As Service Delivery Manager you will concentrate your activities on the following:
- Manage end-to-end service delivery for mission operations, ensuring services are executed on time, within budget, and to the required quality standards
- Act as the primary point of contact for clients, mission teams, and internal stakeholders, ensuring clear communication and alignment on service expectations and performance metrics
- Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure mission-critical systems and processes operate reliably
- Collaborate with mission operations teams, including engineers, training and simulation officers, and security engineers, to ensure seamless execution of services
- Oversee resource allocation, including personnel, technology, and budget, to support mission objectives and service delivery goals
- Ensure all services comply with industry regulations, safety standards, and organizational policies, particularly in highly regulated domains
- Drive initiatives to enhance service delivery processes, leveraging data-driven insights and industry trends to improve mission outcomes
Successful Candidate
Do you think you are the person we are looking for? See below what experience or knowledge you should bring:
- Strong understanding of mission-critical systems, including satellite operations, ground control, or space mission protocols
- Proven track record of managing SLAs, KPIs, and client relationships in high-pressure environments
- Exceptional leadership and communication skills, with the ability to collaborate across technical and non-technical teams
- Experience with risk management, incident resolution, and process optimization
- Familiarity with industry standards and regulations (e.g., ESA, NASA, or similar institutions guidelines)
- Proficiency in project management tools (e.g., Jira, MS Project) and data analysis platforms
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities
Key competences:
- Problem-solving and critical thinking
- Stakeholder relationship management
- Attention to detail and operational rigor
- Adaptability to evolving mission requirements
- Strong organizational and time-management skills
On Offer:
- Relocation allowance: including a one-way flight ticket, transportation from the airport to a temporary hotel, and one month of paid accommodation while securing permanent housing.
- Hybrid working model.
- 30% subvention on Deutschland ticket.
- Gym membership discount.
- Private pension scheme.
- Corporate Benefits discounts.
- 30 days of holiday.
About the Company
Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. Serco offers space capability across the full space lifecycle from satellite testing to launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development.
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.
We are diverse and inclusive organisation
At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.
We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.
In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.
If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team
Important
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Please contact the recruitment team if needed
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