Package Description
Joining Serco Italy’s amazing team offers:
- Competitive Salary
- Great career opportunities
- Corporate Benefits Package
- International environment
- Possible hybrid work
Job Introduction
In Europe, we work closely with our customers to deliver custom-made and specialized services across International Organizations, Space, Immigration, and Defence. We provide tailored services for various public sector bodies including European Institutions, the Belgian and German Defence, the European Space Agency, and the European Organization for Nuclear Research (CERN). Our expertise spans IT services, Facility Management, Space Research, and Operations. Our longstanding collaboration with leading organizations allows us to deliver integrated services that help our clients achieve operational excellence. We are dedicated to provide tailored solutions that meet the evolving needs of our clients and the industries we serve.
Serco is looking for a dedicated and experienced Service Manager to oversee the delivery of services on our contracts within the Defence sector in Italy. This role is crucial as the first level of escalation for any issues or requests for improvement, ensuring that all services meet or exceed Performance Indicators (PIs) and Key Performance Indicators (KPIs).
We look forward to meeting you!
Main Responsibilities
The Service Manager will have the following responsibilties:
- Responsible for the services provided on the contracts and first level of escalation in case of issues or requests for improvement.
- Responsible to deliver reports at agreed cadence with the Head of Defence Italy and the relevant customer interface.
- Responsible for periodic Service Reviews with the customer.
- Responsible for technical/operational reporting to the customer and management of non-conformities issued following inspections/audits/
- Responsible of HSE and Compliance elements in the contract.
Additional Responsibilities:
- Service Oversight: Ensure all services meet or exceed Performance Indicators (PIs), Key Performance Indicators (KPIs), and contractual conditions.
- Service Delivery Management: Monitor, control, and support service delivery, ensuring adherence to established systems, methodologies, and procedures.
- Design and negotiate Service Level Agreement with relevant stakeholders (Customer and Partners).
- Model the Service capacity, performance and costs according to requirements change and evolutions.
- Financial Planning & Forecasting: Manage the financial aspects of the service, including budgeting and forecasting.
- Innovation & Evolution: Drive service innovations and continuous improvement to enhance service delivery.
- Team Management: Oversee the management of all Serco staff on the contract, ensuring effective team performance and development.
- Stakeholder Management: Maintain comprehensive stakeholder management, acting as the primary interface for the customer.
- Compliance & Quality Management: Ensure compliance with legal obligations, standards, and the Serco management system, while upholding quality management practices.
- Customer Satisfaction: Prioritize customer and user satisfaction through excellent service delivery and proactive communication.
- Contract Growth: Foster organic growth of the contract through strategic initiatives and customer engagement.
- Risk Management: Identify and mitigate risks to ensure the smooth operation of services.
- Leadership & Culture: Lead by example to promote customer service excellence and a culture of continuous improvement.
This role reports directly to the Serco Contract Manager.
Successful Candidate
The minimum requirements for the role are:
- Italian mother tongue
- Fluent written and spoken English
- Knowledge of MS office instruments, including planning tools
- Secondary School or (preferable) University Degree
- Deep experience in Service Management
- Experience in Military/Defence (minimum 5 years)
- Knowledge of the Space/Defence context
- Proven experience in service management of complex projects in an international environment
- Strong financial management skills
- Excellent leadership and team management abilities
- Exceptional stakeholder management and communication skills
- Ability to innovate and drive continuous improvement
- Flexibility to travel; ability to work in flexible mode; good communicator and team worker
- In-depth knowledge of compliance and quality management standards
About the Company
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe.
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
Data Protection:
For more information on how the personal data is processed, please see the link Data Protection policy here.
