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Contract Manager Service Desk
2019-08-27 14:18:40| Space-careers.com Jobs RSS
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. In order to continue to build and grow our business groups, Serco Services GmbH have an excellent opportunity for a Contract Manager to manage a number of existing contracts within our business area Service Desk. Package description Excellent Salary Corporate Benefits Package Relocation Assistance if applicable Further information available from the Serco Europe Recruitment Team Main responsibilities Work on a variety of projects and make sure they are completed in a timely manner and following assigned budgets Responsible for contract closeout, extension and renewal Effective management of client relations Nurture customer relationship, negotiating contracts, managing tenders, and assessing customer needs Draft, evaluate, negotiate and execute contracts Communicate contractual changes to all stakeholders Resolve any contractrelated issues whether internally or externally Partner with a variety of business support functions, including customer care, sales and labour relations Create and maintain procedures for problem resolutions and processes Create and implement process improvements to better monitor team productivity and increase customer satisfaction Train staff, monitoring expenses, conduct employee appraisals Monitor performance at all level including KPIs and SLAs. Prepare monthly reports Escalation management, both internally and externally Supervise contract teams, assign tasks PL responsibility for assigned contracts Establish and maintain supplier relationships by serving as a single point of contact for contractual matters Manage record keeping for all contractrelated correspondence and documentation Reporting to the General Manager Ideal candidate The ideal candidate should bring the following skills and experience Bachelors degree MBA preferred Experience in a related field that includes Large Scale Customer Contract Centre Operations and or Services Desk Operations. Experience in managing high level client relationships and a natural ability to understand and interpret customer needs. Minimum of five years progressive responsibility with quantifiable results in contract negotiation, administration andor management Solid business acumen with experience of budget responsibility and business plans Technical proficiency, supervisory skills, leadership. Solid skills in Microsoft Office Suite Well organised with ability to meet project objectives within designated time constraints Experience in working in multicultural teams Excellent communication and presentation skills in English and German language 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 worlds 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 peoples lives and to your community and country. As a business which delivers frontline 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.
Tags: service
manager
contract
desk
Contract Manager Service Desk
2019-07-19 13:29:24| Space-careers.com Jobs RSS
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. In order to continue to build and grow our business groups, Serco Services GmbH have an excellent opportunity for a Contract Manager to manage a number of existing contracts within our business area Service Desk. Package description Excellent Salary Corporate Benefits Package Relocation Assistance if applicable Further information available from the Serco Europe Recruitment Team Main responsibilities Reporting to the General Manager, the Contract Manager Service Desk will be based in Darmstadt and manage several contracts in Darmstadt, Frankfurt and Munich with an ultimate responsibility for currently some 35 staff. The aim of the Contract Manager is to maximise personal and account performance, by developing individual skills and competence. This is carried out by a mixture of the following objectives Effective management of client relations Ability to digest complex operational issues Provide Solutions to meet Clients aspirations and values Meet Company targets Manage contract delivery, in accordance with Corporate and Client strategies and polices ensuring the requirements of the contract are met Manage Team Leaders and lead them and their teams to delivery of services Monitor performance at all levels including KPIs, efficiency, effectiveness, contractual SLAs and Service outcomes Responsibilities Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery and client satisfaction To plan and deliver the recruitment, development and deployment of resources within and across the teams in order to maintain a skilled and effective workforce to meet contractual obligations To regularly review the activities of the service in order to ensure the most effective and cost efficient approach is used to deliver the service and meet contractual obligations. Proactively review working practice to identify and implement improvements in productivity, quality, service levels and client satisfaction by employing Sercos tools and processes as well as bestpractice approaches To be cost conscious and ensure efficient resource utilization. To interface with internal and external clients in order to ensure contractual obligations are met and client needs are satisfied To manage the operational impact of any changes to the proposed service. Grow the business Key Activities Work on a variety of projects and make sure they are completed in a timely manner and following assigned budgets Responsible for contract closeout, extension and renewal Nurture customer relationship, negotiating contracts, managing tenders, and assessing customer needs Draft, evaluate, negotiate and execute contracts Communicate contractual changes to all stakeholders Resolve any contractrelated issues whether internally or externally Partner with a variety of business support functions, including customer care, sales and labour relations Create and maintain procedures for problem resolutions and processes Create and implement process improvements to better monitor team productivity and increase customer satisfaction Train staff, monitoring expenses, conduct employee appraisals Prepare monthly reports Escalation management, both internally and externally Supervise contract teams, assign tasks PL responsibility for assigned contracts Establish and maintain supplier relationships by serving as a single point of contact for contractual matters Manage record keeping for all contractrelated correspondence and documentation. Ideal candidate The ideal candidate should bring the following skills and experience Experience in a related field that includes Large Scale Customer Contract Centre Operations and or Services Desk Operations. Experience in managing high level client relationships and a natural ability to understand and interpret customer needs. Relevant Bachelors Degree required, MBA preferred Minimum of five years progressive responsibility with quantifiable results in contract negotiation, administration andor management Demonstrated negotiation and problemsolving skills Experience in managing budgets andor business plans Technical proficiency, supervisory skills, leadership, and communication abilities. Robust skills in Microsoft Office software, including Word, Excel, PowerPoint Ability to meet project objectives within designated constraints Knowledge of client operations Commercial awareness Contract management experience Organizational skills Computer competences Negotiation and persuasion abilities Attention to details Time management Decisionmaking Teamwork Problemsolving orientation Bilingual in English and German language, written and spoken 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 worlds 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 peoples lives and to your community and country. As a business which delivers frontline 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.
Tags: service
manager
contract
desk
Service Tool Manager
2019-07-18 14:29:44| Space-careers.com Jobs RSS
Serco Nederland BV, Serco Services GmbH, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies We work alongside EUMETSAT and the European Space Agency, where we are the largest onsite service provider with ca. 300 staff. We currently have an exciting opportunity for a Service Tool Manager based at ESOC. The position is offered as a fixedterm contract to cover the paternal leave. The support period from 092019 until 022020 with a possibility of extension for the rest of 2020. Package description Highly competitive salary Corporate Benefits Package Relocation Assistance if applicable Further information available from the Serco Europe Recruitment Team Main responsibilities The successful candidate will concentrate hisher activities on the following tasks Collection of requirements from stakeholders. Creation and maintenance of project documentation. Reviews procedures and work flows for implementation in the customised ITSM tool. Development, maintenance and documentation of addon tools and uilities. Evaluation of change request viability, including effort estimation and risk assessment. Preparation and conduction of tests for major releases and migrations of the customised ITSM tool. Report generation and creation. Support of configuration database related activities. Liaison with the user community. Internal interface for service teams on configurationdocumentation issues in the area of the customised ITSM tool. Escalation of issues with CIs, the CMDB or invalidout of date documents. Ideal candidate The ideal candidate should bring the following skills and experience Essential Strong IT skill set Word, Excel etc Experience with ITSM tool Some SQL knowledge ITIL knowledge Ability to work on their own Ability to troubleshoot Very good English language skills verbalwritten Ability to writeupdate documentationcreate reports Good communication skills and service ethos Desired Database knowledge preferred Micro Focus Service Manager knowledge would be good Configuration Management experience would be a plus 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 worlds largest providers of public services, employing over 50,000 people in over 20 countries. We work closely with the European Government Institutions Space Agencies providing crucial Services with over 300 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 peoples lives and to your community and country. As a business which delivers frontline 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.
Tags: service
manager
tool
service manager
Service Delivery Manager MES
2019-07-05 10:29:18| Space-careers.com Jobs RSS
Airbus is a global leader in aeronautics, space and related services. In 2018 it generated revenues of 64 billion and employed a workforce of around 134,000. Airbus offers the most comprehensive range of passenger airliners. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as one of the worlds leading space companies. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide. Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each others expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary on the ground, in the sky and in space. Description of the job Are you passionate about MES? Looking for a challenging and fun project that will make a UK wide difference? Interested in space and satellites? Interested in deploying a MES tool to, initially, 50 users and then beyond? Interested in utilising or learning Apriso knowledge? Then this is the role for you! This role will suit someone who has Service Delivery Management experience and MES experience, although we use Apriso Delmia, we are happy to consider any other MES tools like SAP ME SAP Solumina iBaset SIMATIC Siemens Aegis Factory Logix Katana MRP It is an exciting time to join Information Management IM within Airbus DS. Information Management delivers the ITIS expertise, technology and systems with which the Airbus Defence and Space products are designed and manufactured We make it fly! IM is transforming and evolving and we need talented people who can make a real difference to how we support, enable and deliver a diverse range of technological solutions and services to our customers. As part of our transformation the new operating model is oriented around multifunctional, agile teams working with the business and developing our digital capabilities. What does this mean for you? A role in IM is an opportunity to grow and to develop your career in a progressive, innovative and state of the art ITIS environment. Our people, the teams they work in and the values embedded in IM, are driving this change and you could be part of that too. Background Airbus Defence and Space is implementing a seamless End toEnd from design to manufacturing engineering to production ITIS solution for high efficiency in our Space and satellite domain, enabling Factory 4.0 and the Digital Twin for this the Manufacturing Execution System MES DELMIA Apriso is key This role will require travel in Europe Tasks accountabilities As a Service Delivery Manager Manufacturing Execution System MES and solution specialist, you will make digitalization happen right on the shop floor of our satellite production lines and be at the forefront of industry 4.0 like few others in the company. In this role, you will join the domain Production BRM Business Relationship Management Space within the Information Management organization and work as part of the team Space Systems. The domain is highly international and you will work among colleagues from UK, France, Germany and Spain. In this team you will act as a the Service Delivery Manager for all day to day topics related to the MES system Apriso for the colleagues on the local shop floors in the United Kingdom. You will act as a trusted advisor to the engineers and production colleagues using the system and make sure the system is working as expected including changes and developments. You will shape the future implementation of the MES system with your expertise of the APRISO system and your ability to understand the needs of our business on the respective shop floor as you interact with them on a day to day basis and know their needs by hear. You ensure a smooth run of the system and a worldclass service delivery for your colleagues assembling the product. MES Service Delivery Manager in UK for all shopfloors where the Apriso Delmia solution is deployed Central focal point for all topics related to Apriso for the local key user community in England Followup incidents, new requirements, ensure performance, support end user testing for good practices, . Ensuring the smooth run of the MES systems, service level agreements are met and high user satisfaction with the local service is given, including proactive anticipation of issues and quick fixes Taking care that local shopfloor business requirements are well captured, estimated time, cost, understood and that the technical solution within the overall MES system, including the local instances fit the actual needs in the best way possible quality Drive and foster the GoLive of new MES versions on the local instance Master dataGlobal SettingsUsers profilesAccess rightsWorkstationsWorkcentersUoM Ensure Deliveries New deployments Integration testing on local instances Acceptance and production. Lead and facilitate all operational actions on local environment. Ensure maintenance of the environments to comply with the Core model defined for all MES systems deployments. Maintain communication with MES services in all countries to maintain a common strategy and common processes in close collaboration with the overall Service Owner Prepare and secure upgrades. Guarantee flow monitoring data consistency between local MES and external tools DELMIA DM, TibCoSAP, ORTEMS. As well, other MES or Production tools could enter to your responsibility This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Companys success, reputation and sustainable growth. Required skills Knowledge, experience and expertise in MES systems, APRISO would be ideal Experience in ITIS service management and ability to lead and organize ITIS support activities Analytical skills with capabilities for problems solving, debugging, etc. Technical background is expected Team player with strong change and expectation management skills and the ability to work in an agile environment close with key business stakeholders Profound communication and interpersonal skills with strong customer focus You will gain an indepth understanding of the workings on a shopfloor in production, SAP in Manufacturing Engineering, what tool is doing what and how the tools are interfacing and 3D Engineering and scheduling. You will be trained to a level of knowledge in Dassault 3DExperience, Ortems, Delmia, SAP MMPP Many of our staff work flexibly in many different ways, including parttime. Please talk to us at interview about the flexibility you need. We cant promise to give you exactly what you want, but we do promise not to judge you for asking. We value the strength that diverse perspectives bring to our business, so if you require any reasonable adjustments to fully participate in the recruitment process please discuss this with the recruiter who contacts you The successful candidate will be subject to a BPSS check including a criminal record check in order to undertake related work in accordance with business needs. In return we can offer a competitive salary with annual profit share an ever growing list of company benefits and strong career development options across our transnational, market leading company Apply HERE
Tags: service
manager
delivery
mes
Service Delivery Manager MES
2019-06-05 11:29:39| Space-careers.com Jobs RSS
Airbus is a global leader in aeronautics, space and related services. In 2018 it generated revenues of 64 billion and employed a workforce of around 134,000. Airbus offers the most comprehensive range of passenger airliners. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as one of the worlds leading space companies. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide. Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each others expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary on the ground, in the sky and in space. Description of the job Are you passionate about MES? Looking for a challenging and fun project that will make a UK wide difference? Interested in space and satellites? Interested in deploying a MES tool to, initially, 50 users and then beyond? Interested in utilising or learning Apriso knowledge? Then this is the role for you! This role will suit someone who has Service Delivery Management experience and MES experience, although we use Apriso Delmia, we are happy to consider any other MES tools like SAP ME SAP Solumina iBaset SIMATIC Siemens Aegis Factory Logix Katana MRP It is an exciting time to join Information Management IM within Airbus DS. Information Management delivers the ITIS expertise, technology and systems with which the Airbus Defence and Space products are designed and manufactured We make it fly! IM is transforming and evolving and we need talented people who can make a real difference to how we support, enable and deliver a diverse range of technological solutions and services to our customers. As part of our transformation the new operating model is oriented around multifunctional, agile teams working with the business and developing our digital capabilities. What does this mean for you? A role in IM is an opportunity to grow and to develop your career in a progressive, innovative and state of the art ITIS environment. Our people, the teams they work in and the values embedded in IM, are driving this change and you could be part of that too. Background Airbus Defence and Space is implementing a seamless End toEnd from design to manufacturing engineering to production ITIS solution for high efficiency in our Space and satellite domain, enabling Factory 4.0 and the Digital Twin for this the Manufacturing Execution System MES DELMIA Apriso is key This role will require travel in Europe Tasks accountabilities As a Service Delivery Manager Manufacturing Execution System MES and solution specialist, you will make digitalization happen right on the shop floor of our satellite production lines and be at the forefront of industry 4.0 like few others in the company. In this role, you will join the domain Production BRM Business Relationship Management Space within the Information Management organization and work as part of the team Space Systems. The domain is highly international and you will work among colleagues from UK, France, Germany and Spain. In this team you will act as a the Service Delivery Manager for all day to day topics related to the MES system Apriso for the colleagues on the local shop floors in the United Kingdom. You will act as a trusted advisor to the engineers and production colleagues using the system and make sure the system is working as expected including changes and developments. You will shape the future implementation of the MES system with your expertise of the APRISO system and your ability to understand the needs of our business on the respective shop floor as you interact with them on a day to day basis and know their needs by hear. You ensure a smooth run of the system and a worldclass service delivery for your colleagues assembling the product. MES Service Delivery Manager in UK for all shopfloors where the Apriso Delmia solution is deployed Central focal point for all topics related to Apriso for the local key user community in England Followup incidents, new requirements, ensure performance, support end user testing for good practices, . Ensuring the smooth run of the MES systems, service level agreements are met and high user satisfaction with the local service is given, including proactive anticipation of issues and quick fixes Taking care that local shopfloor business requirements are well captured, estimated time, cost, understood and that the technical solution within the overall MES system, including the local instances fit the actual needs in the best way possible quality Drive and foster the GoLive of new MES versions on the local instance Master dataGlobal SettingsUsers profilesAccess rightsWorkstationsWorkcentersUoM Ensure Deliveries New deployments Integration testing on local instances Acceptance and production. Lead and facilitate all operational actions on local environment. Ensure maintenance of the environments to comply with the Core model defined for all MES systems deployments. Maintain communication with MES services in all countries to maintain a common strategy and common processes in close collaboration with the overall Service Owner Prepare and secure upgrades. Guarantee flow monitoring data consistency between local MES and external tools DELMIA DM, TibCoSAP, ORTEMS. As well, other MES or Production tools could enter to your responsibility This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Companys success, reputation and sustainable growth. Required skills Knowledge, experience and expertise in MES systems, APRISO would be ideal Experience in ITIS service management and ability to lead and organize ITIS support activities Analytical skills with capabilities for problems solving, debugging, etc. Technical background is expected Team player with strong change and expectation management skills and the ability to work in an agile environment close with key business stakeholders Profound communication and interpersonal skills with strong customer focus You will gain an indepth understanding of the workings on a shopfloor in production, SAP in Manufacturing Engineering, what tool is doing what and how the tools are interfacing and 3D Engineering and scheduling. You will be trained to a level of knowledge in Dassault 3DExperience, Ortems, Delmia, SAP MMPP Many of our staff work flexibly in many different ways, including parttime. Please talk to us at interview about the flexibility you need. We cant promise to give you exactly what you want, but we do promise not to judge you for asking. We value the strength that diverse perspectives bring to our business, so if you require any reasonable adjustments to fully participate in the recruitment process please discuss this with the recruiter who contacts you The successful candidate will be subject to security clearance in order to undertake related work in accordance with business needs. In return we can offer a competitive salary with annual profit share an ever growing list of company benefits and strong career development options across our transnational, market leading company. Apply HERE
Tags: service
manager
delivery
mes
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