je.st

Home › service delivery

Tag: service delivery

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.

Tags: service manager delivery service delivery

Controller, Customer Service Delivery

2021-01-26 12:12:22| Space-careers.com Jobs RSS

ROLE DESCRIPTION SUMMARY You will join a shift team responsible for the support, management and monitoring of SES Video Platforms and Services 24x7. You will be expected to diagnose and resolve service issues in the Satellite RF, DVB, IP and Broadcast domains as part of a predefined incident management process. You will perform routine operational tasks such as trouble ticket management, service reporting and quality checks. The position also carries the expectation that you fully engage with SES next generation services on a technical and service delivery level. You will support other SES operational systems and areas involved in the service delivery chain such as contribution, distribution and management networks, all of which have a global scope. In addition, you will be expected to work with Network Management Systems NMS from multiple vendors in the IP and Broadcast domains. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Maintain services to the highest possible standards, considering primarily service availability and quality of service, using automated and manual monitoring analysis systems Provide 24x7 technical support to SES global customers Operation of SES Managed Platforms and Managed Services with associated infrastructure Delivery of industry leading customer service Create operational reporting and statistics as required Ensure the availability and readiness of SES monitoring systems for Broadcast and Data services Liaise with and escalate to Engineering support when required Perform other duties as required by management COMPETENCIES Understanding of video infrastructure and workflows, satellite communication techniques, architecture and protocols Good knowledge of broadcast systems and infrastructure, systems and technology Knowledge of IP networks, platforms and internet infrastructure Willingness and drive to continuously acquire new knowledge and skills Strong aptitude for a systems approach to problem solving, and good analytical skills Excellent written and oral communication skills in the English language Strong customer focus Selfmotivation, attention to detail and accuracy Ability to work in a team environment, and independently as required QUALIFICATIONS EXPERIENCE An electronics telecommunications ICT BSMS degree, or equivalent qualifications and experience 23 years working experience in a technical customer support and servicesystems management Theoretical and practical knowledge of broadcast systems and video workflows OTHER KEY REQUIREMENTS COMMENTS Willingness and ability to work rotating shifts to include weekends and holidays SES is an Equal Opportunity and Affirmative Action Employer. Apply HERE

Tags: service customer delivery customer service

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