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ESTRACK Service Delivery Manager
2021-09-07 19:12:20| Space-careers.com Jobs RSS
Do you have strong experience in team management and supervision and indepth knowledge of the ESAESTRACK operational environment and ground station operations? You could be our new ESTRACK Service Delivery Manager. Come and join talented diverse Serco team at the European Organisation for the European Space Operations Centre ESOC based in Darmstadt, Germany. Serco is among the leading Space Industry and Services Companies. 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, our employees have been providing everyday their technical, scientific and management skills to support the full range of European cornerstone space missions. Package Description What we offer if you join our amazing team Competitive Salary Corporate Benefits Package Exciting relocation package if applicable Company events Main Responsibilities The role is part of the newly established Network Operations Centre NOC tasked with coordinating, configuring and monitoring activities related to the ESA ground segment, specifically the Telemetry, Tracking and Command TTC stations of the ESTRACK ground station network. The NOC is responsible for providing 1st and 2nd line support to the ESA space missions and its users. It provides Ground Station Operations, Operational IT and Operational Control Centre services and acts as single point of contact for realtime service requests from ESTRACK and MOIIT users. As ESTRACK Service Delivery Manager you will concentrate your activities on the following Managing the NOC shift team, the NOCEngineering team and NOC Scheduling team Provide leadership and guidance to staff Act as an official interface to the customer and users Manage and maintain the shift plans in accordance with operational and legal requirements Act as the escalation point for issues for both staff and the customer Support to service transition rollout of new solutions and operational validation Support of LEOP launch and early orbit activities Reporting Tracking of issues and incidents Together with the training officer ensure ongoing training and recertification of the NOC staff QA including trackingresolution of actions, reporting and participation in reviewsaudits. Successful Candidate Do you think you are the person we are looking for? See below what experience or knowledge you should bring You will require good professional experience in service delivery in a 247 endtoend ground station environment. Strong experience in team management and supervision in difficult 247 environments Strong leadership skills Experience in training and mentoring staff Experience in ITILbased service management Solid knowledge of KPISLA driven service environments Indepth knowledge of the ESAESTRACK operational environment and ground station operations Good knowledge of QA systems Fluent in English, both in speech and writing Selfstarter, able to work independently with little or no supervision Proactive and confident personality with good persuasive skills Teamplayer, able to interface with technical and management personnel Wellorganised, able to prioritise and manage several tasks in parallel Working IT knowledge, including Linux, networking concepts and common tools and software applications Working knowledge of telecommunications, including wave propagation, EM spectrum, modulation techniques, antennas, signal gain and loss, analogue and digital transmission, multiplexing and switching Have a good understanding of IT security concepts, technology and best practices Have a good understanding of IT networking WANLAN concepts, technology and troubleshooting PC literacy MS Office Products, Lotus Notes Able to write and present documentation and reports. 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 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 Youll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated. A world of opportunity Youll be wholeheartedly supported with development and career progression Great people Youll become an integral member of a welldefined and supportive team who believe passionately in the value of our work. What we offer Chance to contribute to innovation in the public services sector A company passionate about diversity and inclusion Permanent employment with comprehensive Serco Benefits package. Pension About Serco At Serco, not only is the nature of the work we do important, everyone has an important role to play when 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. By joining Serco you will have unlimited access to our Global Employee Networks SercoInspire Gender, SercoEmbrace Multicultural, SercoUnlimited Disability and InSerco LGBT Networks. Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. Apply Please click on the apply button to be taken to our careers website Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. More at httpswww.serco.comeusectorexpertisespace httpswww.serco.comeucareerscareersinspace
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service delivery
Service Delivery Manager for Mission Operations Infrastructure IT
2021-05-04 17:14:58| Space-careers.com Jobs RSS
Are you fascinated about Space? Do you have a strong staff management experience and have worked with ITIL processes including implementation, certification? You could be our new Service Delivery Manager for Mission Operations Infrastructure IT. Come and join talented diverse Serco team at the European Organisation for the European Space Operations Centre ESOC based in Darmstadt, Germany. Serco is among the leading Space Industry and Services Companies. 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, our employees have been providing everyday their technical, scientific and management skills to support the full range of European cornerstone space missions. Job Description What we offer if you join our amazing team Competitive Salary Corporate Benefits Package Exciting relocation package if applicable Company events Main Responsibilities The position is related to the Network Operations Centre NOC Services at ESOC. The Service Delivery Manager is responsible for providing comprehensive endtoend service provision for the Mission Operations Infrastructure IT MOIIT Business Area within the defined SLA, taking full responsibility of activities within his domain. MOIIT covers both infrastructural and mission critical computer systems as well as communication systems. The NOC Services at ESOC maintains and operates these infrastructures and more, covering everything from 247 first line monitoring and service desk to 2nd line teams and 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 overall service to our customer. 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 Business Area Manager BAM in charge. Take ownership of the endtoend operational IT services across a matrix organisation. Ensure tasks are scheduled in an efficient manner and that priorities are met. Ensure all staff are aware of, and are adequately trained for their tasks. Produce shift, oncall and annual leave schedules, increasing onsite or oncall 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 onoff 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 AssetConfiguration 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 German or French would be a plus. Indepth service management experience in a critical operational environment. Team leadership, organisational and time management, good interpersonal aptitude and strong service ethic. Very strong team staff management experience. Strong knowledge of ITIL processes including implementation, certification would be a plus. Indepth knowledge of operational routine and contingency procedures. Problem Solving aptitude. Very good knowledge of current IT technologies, systems, applications and tools. PC literacy MS Office 365, MS SharePoint, Lotus Notes. DegreeHNC equivalent preferred. 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 Europe, Serco supports governments and international organisations in the delivery of essential public services with operations in Belgium, France and French Guyana, Germany, Italy, the Netherlands, Spain, Switzerland. What connects the ever growing Serco workforce is a passion for delivering great service and 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. We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation. 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. A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment. If you share our values and want to join a team of over 50,000 passionate colleagues globally we want to hear from you. Make a difference every day. Take pride in what you do! More at httpswww.serco.comeusectorexpertisespace httpswww.serco.comeucareerscareersinspace
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Service Delivery Manager Germany
2021-01-27 11:12:26| Space-careers.com Jobs RSS
Position Reference 746 We are currently looking for a Service Delivery Manager for German Space Market for the RHEA Group Professional Engineering Services PES Business in Germany. The position is responsible for ensuring the successful delivery of services to our clients including European Institutions and industry in the Space Sector. RHEA Group is growing rapidly and this position is key to ensuring that the company maintains good relations with its clients and continues to deliver as it commits to. The Service Manager will be part of the extended European PES Management team and will participate in the growth strategy of the business. Tasks and Activities The scope of work will include Be responsible for managing the contract and ensuring quality of the service delivery to all PES clients in Germany, liaising between the client, the employees and RHEA Group back office. Coordinate the kickoff of new contracts, integrating the delivery and reporting requirements into the monthly planning and ensuring the onsite teams are aware of the contractual requirements. Perform the financial and technical monitoring of the contracts, highlighting possible risks and areas for improvement. Assist in service review meetings to communicate technical tasks to the employees to achieve the deliverables. Build strong relationships of trust with the client, understanding the technical and organisational challenges they face and identifying possible new business from RHEA Group. Be responsible for ensuring the deliverables of the contract are achieved on time. Compiling and quality assuring the monthly and quarterly reporting of the service contracts under the German space institutional and industrial clients. Liaising with the technical staff for timely inputs. Completing all required financial reporting. Monitoring the internal and client KPIs. Implementing and monitoring the PES operations management processes across Germany. Ensuring clear communications with employees, and compliance to internal requirements. Reaching out on a regular basis to our employees in more remote locations, ensuring engagement with RHEA Group and managing any questionsconcerns they may have. Coordinating the performance management programme assisting in the annual performance review process. Championing the Health and Safety Programme and RHEA Groups Quality Management System at all locations where employees are based. Skills and Experience The following skills and experience are mandatory DegreeMasters in an Engineering or Scientific discipline or equivalent. Experience in a technical services provider. Ability to build networks social and professional easily. Good organisational and planning skills. Diplomatic approach to problem solving. Strong Business Acumen. Excellent skills in MS EXCEL and numerical reasoning. Good data analytical skills. Competence in technical learning. Excellent ability to work with remote teams, especially within a multicultural environment. Proficiency in English and German, both written and spoken. Ability to travel when needed. The following skills would be highly desirable Knowledge of German space industry. How to Apply Looking to take your career to the next level? Interested applicants should submit their CV and Cover Letter to RHEAs Recruitment team at careersrheagroup.com no later than 01022021. Preference will be given to candidates eligible for an EU or national personal security clearance at the level of CONFIDENTIAL or above.
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Service Delivery Manager
2021-01-26 12:12:22| Space-careers.com Jobs RSS
Position Reference 691 To support our growth in Czech Republic, particularly with the future European Union Agency for the Space Programme EUSPA, RHEA Group is currently looking for a Service Delivery Manager to work in our office in the city of Prague, Czech Republic. RHEA Group is growing rapidly and this position is key to ensuring that the company maintains good relations with its key client and continues to deliver as it commits to. The Service Delivery Manager will be part of the extended European Professional Engineering Services Management team and will participate in the growth strategy of the overall business. Tasks and Activities The scope of work will include Be responsible for the daily operation and the quality of the service provided to the EUSPA. Liaising between the client, the employees, prime or sub companies as well as RHEA HQ and the RHEA Business Unit. Building strong relationships of trust with the client, understanding the technical and organisational challenges they face and supporting them in their needs. Building strong relationships of trust with the employees, ensuring the technical delivery to the client is successful and the internal organisation is efficient and smooth. Supporting the RHEA Business Unit in the preparation of new contracts, implementing existing Framework Contracts. Be responsible for ensuring the contractual deliverables are achieved on time. Compiling and quality assuring the monthly and quarterly reporting of the service contracts. Managing the resourcing of GSA contracts, with the support of the Recruitment Team. Understanding the needs of the clients. Following the recruitment cycle. Deploying the new resources. Be responsible for the time management of the employees timesheets, absences. Supporting the organisation of missions for the onsite team and validating the corresponding expense claims, according to the internal processes and rules. Participation in the performance management process completing the annual performance reviews of the team in GSA Prague. Supporting the Local Operations Support Officer in some of her daily tasks. Supporting the Business Development team by bringing business intelligence, when need be. Skills and Experience The following skills and experience are mandatory A University Education preferably in a engineering or technical discipline. Minimum 10 years of experience working in service delivery management or operations, preferably within an engineering capacity. Good knowledge of the MS office tool, especially MS Word and MS Excel. Strong technical background with ability to explore technical gaps with a client, preferably within the space domain. Previous experience in an international environment. Passion for Space and knowledge of the sector, particularly in navigation, telecommunication or Earth Observation Satellites. Enjoying team working, especially in a multicultural environment. Capability to build trust and show inspiring leadership based on strong indirect management skills. Good organisational and planning skills, with a strong ability to work under strict deadlines. Excellent written and spoken English. How to Apply Looking to take your career to the next level? Interested applicants should submit their CV and Cover Letter to RHEAs Recruitment team at careersrheagroup.com no later than 2802201. Preference will be given to candidates eligible for an EU or national personal security clearance at the level of CONFIDENTIAL or above.
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manager
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service delivery
Manager, Service Delivery
2020-12-22 18:12:42| Space-careers.com Jobs RSS
ROLE DESCRIPTION SUMMARY The position is responsible for the successful implementation and project management tasks during the operational phase of larger projects andor programs. The incumbent will act as operational expert and contact point for all aspects on the delivery of the assigned projects and services as well as other various activities related to the capacity management and service delivery, while managing project teams of LuxGovSat internal people andor external contractors. Based at the NATO main operating base in Sigonella, Sicily, the position will mainly support the NATO AGS service delivery task for LuxGovSat. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Provide guidance on current and future requirements and strategic direction for the provision of managed services and systems to implement and enhance LGS customer service Formulate long term strategic guidelines for implementing, evolving and improving LGS capability for managed services Support the supplier selection process, manage the configuration, upgrade and critical operational data necessary to maintain high availability of the managed services Participate in vendor meetings and negotiations, related to system and service development, upgrade, operations and maintenance Liaise with Engineering departments for the specification, design, development, testing and acceptance of new hardware and software systems Manage the servicelevel activities from the platform and other operational support systems Ensure the availability and preparedness of the LGS systems and all associated systems, data and documentation, to support the 247 operations when required Be accountable for the direct delivery of the LGS service capability to speed the resolution of impairmentsfaults which may be impacting customer services Undertake timely and unsupervised judgments involving highly complex facts, situations which require analysis and interpretation, and comparison of a wide range of options, to find solutions to rapidly resolve cases of Service delivery impairments Support the development of training material and operating procedures Create reports and statistics as required on system events, activities, performance, usage of the systems, and customerspecific problems manage the storage and retrieval of specialized data to support analysis of all events Ensure security and proper use of confidential data, either internally provided or from external agencies and companies, which is required for the support for LGS Provide oncall support in order to assist with resolution of urgent Service delivery events impacting customer services Present complex information at international conferences, as a trusted representative of LGS Prepare projects reporting documentation and presentations with the support of Project Managers Support Service Delivery management ServicesCapacity Planning ServicesCapacity Engagement ServicesCapacity Access Coordination ServicesCapacity Monitoring and Control COMPETENCIES Strong aptitude for a Service Manager endtoend systems approach for the implementation as well as problem solving, and good analytical skills Excellent written and oral communication skills to technical and nontechnical audiences Proactive approach towards existing and potential customers Excellent organizational skills with the ability to multitask and take initiative Ability to work both in a team and independently as required Flexibility and stress resistance Ability to work under pressure and meet tight deadlines Selfmotivation, attention to detail and accuracy Fluency in English and any other languages will be considered as an asset QUALIFICATIONS EXPERIENCE Bachelors or Masters Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent Minimum of five years experience in the Satellite Telecommunications or Data Communications Industry, ideally in connection with governments or public institutions Very good knowledge of the satellite technologies and satellitebased communication Experience in service delivery, project andor programme management Experience in operating a large spectrum of products and services hardware, systems integration, support services, etc. Existing experience or relationships into the defence market on national or panregional levels Awareness of the governmental and institutional environment dynamics OTHER KEY REQUIREMENTS COMMENTS Accurate reporting Ensure LuxGovSat is delivering the best service delivery performance Understanding of the unique demands of working within the Governmental institutional area NATOEU Secret clearance are mandatory Willingness to travel internationally Apply HERE
Tags: service
manager
delivery
service delivery