Service Manager - Madrid, Spain

Package Description

Excellent Salary 

Corporate Benefits Package 

Relocation Assistance (if applicable)

Further information available from the Serco Europe Recruitment Team

Job Introduction

At Serco not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.
We are a team of 50,000 people responsible for delivering essential public services around the world, we are innovators,committed to redesigning and improving public services for the benefit of everyone.

Serco and Proud - Make a difference every day.

We currently have an exciting opportunity for a Service Manager, based in ESAC, Madrid.

Main Responsibilities

The right candidate will take care to carry out the tasks below:

• Coordinate, plan and deliver, in a responsible and practical manner, play an active role in the daily delivery of the services and be the interface to the customer regarding escalations and reporting. Participate in creating proposal for new services
• Ensuring adequate delivery of the services processes as defined in the service contract and SLAs
• Ensure all the relevant KPIs of the services are met;
• Participation in regular service review meetings, whereas applicable
• Management of ad hoc requests including preparation for audits;
• General management of team activities including:
• Coordination of team members to ensure service available as required.
• Leave approval.
• Sickness management.
• Identify and manage the delivery of relevant training activities.
• Setting of priorities in line with the Service requirements and  any SLAs / KPIs.
• Ensuring communication of any amended process in  response to changes in relevant ESA processes,  rules and regulations.
• Interview/selection of personnel for the delivery of existing and new services when required.
• Be the first point of contact for all the matters related to the  employment of local staff.
•  Logging and monitoring the KPIs and SLAs and ensuring the service delivers adequately against these (including producing the required reports and providing to ESA technical responsible of the service, Serco CM and Country General Manager);
• Monitoring processes in place and proactively leading their continuous improvement together with the other members of the service team;
• Conducting Performance Development Reviews (PDRs) of team members;
• Timely notification of exceptional operational issues to Serco (CM/HR) and the ESA Stakeholders for the services;
• Participate to the definition of technical solution within the scope of introducing new services or restructuring existing ones.

Successful Candidate

The ideal candidate should bring:

• Bachelor Degree in science, engineering, business administration or relevant work experience;
• Excellent coordination, organisational and persuasion skills;
• Strong team spirit and identity, capability to lead and motivate a team;
• Analytical skills and a practical, ingenious and solution oriented approach towards problems;
• Dedication to commitment and excellence;
• Innovative spirit and judgment skills: the team leader must be able to perform well with limited supervision / assistance;
• Excellent oral and written communication skills;
• Experience in managing complex on-site service;
• Experience in managing personnel and customer stakeholders within a multicultural environment;
• Experience in designing service solutions and transacting from a manpower based to a managed service operational model; 
• Quick to take-up the customer corporate culture or, preferably, some experience in working within an International Organisation;
• Proficiency in English both oral and written is essential ;
• Proficiency in Spanish is desired but not essential;
• Strong knowledge of MS Office tools, in particular Excel.

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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. 

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.

About the Company

Serco is one of the world’s largest providers of public services to Governments employing over 50,000 people in over 20 countries In Belgium and Luxembourg we work closely with the European Institutions providing crucial Services with over 220 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.