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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.

Tags: it service manager delivery

 

Galileo Service Operations Project Manager

2018-10-24 13:27:18| Space-careers.com Jobs RSS

GSOp Evolutions Manager J 3185 Summary An experienced Galileo Systems Engineer with Project Management capability to work onsite at SpaceOpal on behalf of Telespazio VEGA. Objective To provide a high quality support to Galileo Service Operations. Responsibilities Duties Duties and main tasks may include but not limited to Coordinating and managing the Evolutions team staff and activities Providing Engineering support over Galileo assets and services UNCLA CLA, both for Core infrastructure and External Services e.g. on issues found during the validation or operations phase, or on configuration change processes or in assessing designservice evolutions from the Design Authority DA Promoting the required Engineering information transfer and awareness across all other GSOp teams Overseeing the overall System and Service operational preparation and validation of new infrastructureassets deployed on Galileo, the related planning, execution and reporting of activities and ultimately ensuring suitability for providing services In the context of SystemService Evolutions, promoting and followingup engineering specifications and developments for infrastructure and service improvements as originated directly from SPO or from GSOp partners and monitoring the followon developments and the formal iterations with the final Customer and DA Identifying possible areas of optimization proposing synergies between external services or between external services and internal processes Monitoring System and Segment onsite IV campaigns as led by CustomerDA, overseeing the coordination of resources and ensuring contribution by GSOp teams to the related outcomes of the campaigns for the benefit of operations and Service provision Providing highlevel technical management of SPO subcontractors and suppliers in the execution of their activities Preparing technical compliance documentation as and when required for any of the above Coordinating closely with other SPO internal teams e.g. Service Delivery, ILSMaintenance, External Services, Security Engineering, liaising effectively with other GSOp partners and interfacing with Galileo stakeholders final Customer, DA, providers from Industry, etc. as required for the provision of any of the above Contributing to SPOs business expansion by supporting contractual change proposals and bidding processes as and when required Qualifications Experience University Degree or equivalent in relevant technical field Solid experience in Operations engineering and management Have experience and background in Satellite Navigation and related mission services engineering Have knowledge and experience in Security and related processes Have experience in managing technical teams Experience and background specific to GALILEO or EGNOS programmes Experience and background in Ground Systems AIV or Operations Qualities Ability to prioritise own workload and work to deadlines Demonstrate resilience, energy and flexibility Logical method of working Attention to detail Ability to work effectively as part of a team Further Details All roles within Telespazio VEGA have a defined closing date, however if a successful candidate is found before the advert expires the role will be closed early. We would therefore advise any candidate to apply as early as possible to avoid disappointment. Closing Date for applications is 31st November 2018. Location of the position is Munich, Germany. To apply Please send your CV and covering letter to careerstelespazio.com By sending your CV to careerstelespazio.com you give your consent for Telespazio VEGA to hold and process your personal information for the purpose of the application. Benefits Competitive Security In line with Asylum Immigration Legislation, all applicants must be eligible to live and work in the EU. Documented evidence of eligibility will be required from candidates as part of the recruitment process. Furthermore, in view of the nature of the work the company is in, all potential employees will undergo stringent reference and identity checks.

Tags: service project manager operations

 
 

Operational Service Manager

2018-09-27 17:27:24| 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 ESTEC, we are currently looking for an Operational Service Manager. Package description Full details on application. Relocation assistance provided if applicable. Main responsibilities The Operational Service Manager will work under the direct authority of the Executive Service Manager. He She shall be mainly responsible to Onsite at ESTEC Be the operational interface for the POLARIS Service, acting as deputy of the Executive Service Manager, providing a liaison point for the ESA Service organisation to minimize the need for its involvement in daytoday service operations and matters Ensure that service measurements and reports are produced on time and with the quality of information required by ESA Support the Executive Service Manager in all aspects Be proactive and support the dissemination of POLARIS service delivery information and procedures, ensuring they are correctly implemented and adhered by all POLARIS members Verify and validate methods, tools and technique of service reporting Ensure ESA service requests and initiatives are accurately prioritized and aligned with the SLA, strategy and direction of the ESAs organisation For high severity incidents, communicate to the appropriate management levels within ESA, explaining the problems severity, the resolution, an estimated time to resolve the problem and keeping ESA regularly informed on progress Ensure that procedures agreed with ESA are documented and properly kept updated Ensure the availability of functionality in the Service Management System and tools supporting POLARIS baseline processes, procedures and measurements. Ideal candidate The successful candidate will bring a PhD or Master in Engineering, as well as experience in this field and minimum 4 years of experience in the tasks similar to the ones described above. 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 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.

Tags: service manager operational service manager

 

Service Manager

2018-06-25 19:28:32| Space-careers.com Jobs RSS

Where others see barriers, we see opportunities. Do you enjoy helping customers experience breakthroughs in their business? Do you stay attuned to your customers needs and visions? Do you like to work openly and supportively together with your colleagues and customers? Our work involves many different minds and skills, it cant be done alone. Its a great time to be part of SES. SES is the worldleading satellite operator providing endtoend communication solutions. SES leads across new technologies in video, fixed data, mobility and government We are a team of people from around the world working together to make a significant difference in the world. As a part of the SES Networks team, you will play an integral part in delivering on our vision to bring differentiated networks and services to our customers, and grow our business with exciting customers, and become the worlds leading provider of global, satelliteenabled, data communications services. SES Networksthe only network provider with a multiband, multiorbit infrastructuredelivers end to end managed networking solutions through the companys robust global services capability, providing maximum value to customers across industries and geographies. SES Networks Helps close the digital divide by connecting people in the most remote and difficult to connect places around the world. Makes it possible for people to stay connected while flying 10km high on a commercial airplane. Provides extensive satellite coverage across all the worlds seas and oceans via dedicated mobility beams. Works together with our partners to develop new standards and technology, use intelligent analytics to optimise capacity utilisation and user experience. Service Manager Burkina Faso Ouagadougou Your mission In this customer facing position, you will be responsible for direct interaction with the customer while leading the effort to implement, operate and maintain SES services that are delivered to customers in West Africa, within the Governmental and Institutional Segment. You will own the customer relationship on behalf of SES from the presales closure to the service delivery, with ongoing operations and maintenance support. You will be responsible for maintaining operational performance and SLAs, understanding the customers expectations and driving the quality of service to maintain and enhance revenue. This specific Service Manager position will play an important role in maintaining and developing business with the Burkinabe Government, as well as with other governmental customers in West Africa. Your responsibilities Work closely with the Sales and commercial teams, support the attraction of contracts by supporting the various Request for Proposal RFP phases like proposal preparations, proposal handover, contract negotiations Operate on behalf of SES as the main point of contact to the customer to maintain a strong relationship and to ensure that a consistent high quality service is provided Lead projects with direct and frequent collaborative interaction with the customer Manage, plan, and execute the rollout of new services along agreed service dates with the objective of customer satisfaction as well as associated revenue delivered on schedule Oversee the operations delivery and maintenance support including periodic preventive maintenance activities to customers with the intent to achieve specific performance objectives Report on service rollout and operations status to the customers and internally to all SES stakeholders Work within SES to ensure that SLAs andor KPIs are achieved and customers expectations for service quality, resolution timelines are met Facilitate periodic service quality review meetings with the customers to review incident ticketresolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes Communicate to the customer in a prompt and timely manner all planned service outages Act as Voice of the customer and provide feedback to SESs Product Development, Engineering and Asset Management departments on requested features, enhancements as well as technical challenges Understand what each customer values the most in terms of customer support and ensure customer monitoring and support requirements are defined and integrated into the Network Operations Center. Participate in developping best practices processes that enable the operations team to perform their responsibilities more efficiently Own the customer specific PL by coordinating the budget setup and followup, procurements, installations and handovers Promote SES products and services in the satellite Industry and related markets Travel as required for promotion and project realization purposes Your profile Master of Science degree preferably in Engineering, Technology, Computer Science or Information Systems A minimum of 5 years relevant experience in a project management, business management, service delivery andor account management role Deep understanding of the IP domain, hands on knowledge of the implementation of satellite based networks. Knowledge in terrestrial networks would be considered as an asset Experience in managing and executing a PL Budget Proficient in Microsoft Office skills, including Microsoft Project PMP or ITIL certification would be considered as an asset Experience working with institutional, defense and international organizations would be considered as an asset Strong communication skills verbal and written and presentation skills analytical sense and ability to synthesize Interpersonal skills to work in a global multicultural and crossfunctional team Strong organization and coordination skills Service oriented and business minded Strong drive to get things done Ability to work in a fastpace environment, under pressure, to make decisions and adapt to change Ability to anticipate and mitigate risks Innovative spirit Ability to work independently with minimal supervision Fluency in English and French is mandatory any other language is considered an asset Willing to travel internationally We offer you A diverse workplace. For SES, diversity is more than a question of gender or race we welcome different minds and different skills. An exciting job opportunity in a fast moving and fascinating industry. Our technology is launching into space on the next generation of rockets. Opportunities to further grow and develop in a global and growing company we believe lifelong learning is key to bring the best of SES worldwide. A competitive compensation package linked to your performance, and further supplemented with attractive benefits. SES is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Apply HERE

Tags: service manager service manager manager service

 

Commercial and High Accuracy Service Manager TA AD8

2018-06-13 17:27:30| Space-careers.com Jobs RSS

The European GNSS Agency GSA is responsible for the operations and service provision for the European Global Navigation Satellite Systems GNSS EGNOS and Galileo. TASKS AND RESPONSIBILITIES The Commercial and High Accuracy Service Manager contributes actively to the fulfilment of the Agencys responsibilities related to the implementation, supervision, development and evolutions of the Commercial and High Accuracy services. Hisher main tasks and responsibilities shall in principle include without limitation i.Coordinate activities transversally across GSA related to the implementation of the high accuracy service Manage the interface with the stakeholders, notably European Commission EC and European Space Agency ESA Lead the service implementation process and all related activities e.g. procurements from the operational perspective, in close coordination with teams across the agency Contribute to the Service Development, Deployment and Validation Plan from the high accuracy service perspective Coordinate and actively prepare the technical and service documentation for the service, such as service implementation plan Contribute to the management and conduction of service validation activities to ensure Services delivery Define service level commitments and prepare service declaration Foster user segment market matters, needs and adoption incentives projects, in liaison with the Market Development Department ii. Activities related to the management of the high accuracy service and to the implementation of the commercial authentication service from 2019 onwards Define current and future Galileo high accuracy services levels commitments, ensuring coordination with other GNSS Service Providers Coordinate activities related to provision of the high accuracy service Services security matters and needs Coherency with EGNOS services development activities User segment market matters, needs and adoption incentives projects, in liaison with the Market Development Department Validate regularly the commercial and high accuracy services performance report released by GSA Ensure regular uptodate maintenance of the high accuracy Service Definition Document SDD with evolution of performances Ensure that the high accuracy service delivered to the users is compliant with the targets documented in the respective SDD and manage the deviations Contribute and validate the performance report to EC through the monthly performance reports from Operations and other inputs Contribute to review the monthly KPI reports and crosscheck results with other sources Perform nearreal time impact analysis on the open service in the specific context of service incident Contribute to review the KPI Monitoring and Management Plans, ensuring compliance of GSA with relevant requirementsobligations stemming from SDD Participate as a member to the monthly quarterly service performance reviews meetings Organise the Service Exploitation Review in coordination with the other services managers Drive evolutions and improvements of the high accuracy service Maintain the Service Development, Deployment and Validation Plan Define and document the service evolution roadmaps and associated service implementation plans Prepare service declarations for the service evolutions Contribute to the management and conduction of service validation activities to ensure Services delivery Contribute to the definition, procurement and acceptance of evolutions of the Galileo Service Facilities for the scope of the high accuracy service Contribute to the system design review identifying shortcomingweak points and proposing remedial actions Coordinate activities transversally across GSA related to implementation of the commercial service Manage the interface with the stakeholders, notably EC and ESA Lead the service implementation process from the operational perspective, in close coordination with teams across the agency Coordinate and actively participate in the production of technical tender documentation Contribute to the Service Development, Deployment and Validation Plan from the commercial service perspective Prepare all the relevant service documentation, such as service implementation plan Contribute to the management and conduction of service validation activities to ensure Services delivery Define service level commitments and prepare service declaration Foster user segment market matters, needs and adoption incentives projects, in liaison with the Market Development Department Participate as representative of the commercial and high accuracy service, to the boards managing Galileo program schedule, risks, services performances Support the Galileo programme in other service management tasks as necessary, e.g. concerning search and rescue service andor commercial service Contribute to other tasks of the Agency as necessary APPLICATION PROCEDURE For applications to be considered valid, candidates must submit an email to jobsgsa.europa.eu with a subject line of SURNAMENameVacancy Reference Number which contains the Agencys approved application form Download it here httpwww.gsa.europa.eugsajobopportunities. This form must be Completed in English Fully completed, pointing out the professional experience relevant to this position incl. calculation of years, months Printed, signed and clearly scanned in one single document Named as follows SURNAMENameVacancy Ref. number e.g. SPENCERMarcGSA.2018.123 The application will be rejected if it is not duly completed and signed.

Tags: service high commercial manager

 

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