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Service Delivery Manager for Mission Operations Infrastructure IT
2018-10-25 14:27:01| Space-careers.com Jobs RSS
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments. Serco Europe employs a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK. Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe. For our activities in the European Space Agency, we are currently seeking to employ a Service Delivery Manager for Mission Operations Infrastructure IT MOIIT to work at our customer site ESOC, Darmstadt, Germany. Package description Full details on application. Relocation assistance provided if applicable. 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. A successful candidate focuses 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. Tasks and Responsibilities shall include, but are not limited to 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. Liaise 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. Ideal candidate The ideal candidate should have the following skillsexperience Excellent command of English, both written and spoken German or French would be a plus. DegreeHNC equivalent preferred. Indepth service management experience in a critical operational environment. Team leadership, organisational and time management, good interpersonal aptitude and strong service ethic 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 Pro, MS SharePoint, Lotus Notes. 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. For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered. 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 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. 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.
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Category:Transportation and Logistics