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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.
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Service Desk Operator
2019-04-08 13:30:29| 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. 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 60,000 colleagues globally who are equally as passionate about delivering great service as you. Package description Full details on application. Main responsibilities The objective of the Services Coordinated Interface SCI domain is to provide to the Copernicus users, on one hand, EO data from Sentinel missions and Copernicus Contributing Missions and, on the other hand, the necessary support functions associated to the data provision, e.g. help desk and order desk standard and emergency. The service will ensure the coordinated procurement of data and their availability to Copernicus users. The successful candidate should concentrate hisher activities on the following Key responsibilities REACT Rapid Emergency Activation for Satellite Tasking, to fulfil the rush EO data requests from eligible users. This task is provided on call. User Support Desk, including users registration, users enquiries and complaints management, collection of user satisfaction feedback Order Desk, handling the standard EO data requests from users, up to data delivery Core Datasets Production Coordination, translating predefined datasets specifications into orders towards the various data providers, and following up on the order fulfilment and progress of coverage completion CSCDA web site content management, to publish the information related to the data offer and the support functions. Provide support the SCI Team Leader, following hisher instructions, preparing the relevant documentation, making sure the working instructions are correctly applied by all Service Desk operators, contributing to their periodical consolidation. All tasks will be supported by proper operational procedures and working instructions and will make use of specific tools Applications, Systems, Documents and Interfaces. Additionally, the post holder should have the following tasks Data Delivery from CDS archive Satellite tasking to Contributing Missions ReportFeedback on Emergency calls Repliesfeedback and relevant information to Users Input for Monthly Reports Operational Procedures and internal Working Instructions User Satisfaction and relevant Investigation output Escalation to the SCI Team Leader with respect to the unresolved issues and complaints Ideal candidate The ideal candidate should bring the following skills and experience customer orientation, very good command of English language indispensable both written and spoken and ability to write and to understand technical documentation predominantly written in English Earth Observation knowledge implying a good knowledge of ESA main product specifications, mission constraints and ESA data policies remote sensing knowledge preferable good interpersonal and team working skills and ability to adapt to an already well defined team proactivity and ability to show autonomous aptitude in quick times, especially when operating in the REACT Emergency service context knowledge of standard office automation tools. Tools MS Office suite, Web browsers and relevant webbased applications, FTP tools If candidates with equally relevant experience are identified, preference will be given to candidates within Categorie Protette Law 6899 or registered in lista di mobilit only applicable in case of Italian candidates. 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 Italia Spa, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide.
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desk
operator
service desk
Service Desk Operator
2019-01-08 16:32:38| 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. 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 60,000 colleagues globally who are equally as passionate about delivering great service as you. Package description Full details on application. Main responsibilities Contract CDSPRISMSCI The objective of the Services Coordinated Interface SCI domain is to provide to the Copernicus users, on one hand, EO data from Sentinel missions and Copernicus Contributing Missions and, on the other hand, the necessary support functions associated to the data provision, e.g. help desk and order desk standard and emergency. The service will ensure the coordinated procurement of data and their availability to Copernicus users. Key responsibilities User Support Desk, including users registration, users enquiries and complaints management, collection of user satisfaction feedback. Order Desk, handling the standard EO data requests from users, up to data delivery. Core Datasets Production Coordination, translating predefined datasets specifications into orders towards the various data providers, and following up on the order fulfilment and progress of coverage completion. CSCDA web site content management, to publish the information related to the data offer and the support functions. Provide support the SCI Team Leader, following hisher instructions, preparing the relevant documentation, making sure the working instructions are correctly applyied by all Service Desk operators, contributing to their periodical consolidation. All tasks will be supported by proper operational procedures and working instructions and will make use of specific tools Applications, Systems, Documents and Interfaces. Ideal candidate The successful candidate should have the following skills and experience customer orientation very good command of English language indispensable both written and spoken and ability to write and to understand technical documentation predominantly written in English Earth Observation knowledge implying a good knowledge of ESA main product specifications, mission constraints and ESA data policies remote sensing knowledge preferable good interpersonal and team working skills and ability to adapt to an already well defined team proactivity and ability to show autonomous aptitude in quick times, especially when operating in the REACT Emergency service context knowledge of standard office automation tools. Deliverables Data Delivery from CDS archive Satellite tasking to Contributing Missions ReportFeedback on Emergency calls Repliesfeedback and relevant information to Users Input for Monthly Reports Operational Procedures and internal Working Instructions User Satisfaction and relevant Investigation output Escalation to the SCI Team Leader with respect to the unresolved issues and complaints. Tools MS Office suite, Web browsers and relevant webbased applications, FTP tools. If candidates with equally relevant experience are identified, preference will be given to candidates within Categorie Protette Law 6899 or registered in lista di mobilit only applicable in case of Italian candidates. 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 Italia Spa, part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide.
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desk
operator
service desk
Service Desk Operator
2018-10-26 17:27:50| 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. 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 60,000 colleagues globally who are equally as passionate about delivering great service as you. Serco Italy is looking for a Service Desk Operator Categorie Protette. Package description Full details on application. For this vacancy we will consider candidates belonging to Categorie Protette Law 6899 Main responsibilities Support the Operational Serco Contracts towards external customers to carry out their daily activity Service Requests and Incidents management Anomalies management Fast resolution of routine Incidents and Service Requests at 1st level Routing to Second Line support those calls which cannot found a resolution in first line, requiring a further investigation and a higher level technical intervention Announcements management for users community Daily monitoring on specific componentsapplications Daily interaction with customers and coworkers Contribution to the internal reporting Ideal candidate The ideal candidate should have at least 1 or 2 years of experience in similar service environments and the following Technical skills Knowledge of DMS KT, Alfresco, SEED DMS Knowledge of Linux Red Hat, Suse, Ubuntu Knowledge of ITIL processes Knowledge of Networking principles Knowledge of MS Office Knowledge of Linux Virtual Machine Debian, Red Hat Knowledge of Databases MySQL, ORACLE, PostgreSQL, Informix, SQL Other Skills Excellent English both written and spoken Advanced ability to communicate both orally and in writing Ability to write and understand technical documentation predominantly written in English Professional and knowledgeable attitude and behaviour with customers and coworkers Capacity of achieving schedule and milestones Capacity of working under pressure Customer Service Skills Appartenenza a Categoria Protetta Legge 6899 Preferable TOEFL Certification or equivalent ITIL V3 Certification 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 SpA part of the Serco group, A FTSE250, Multinational Service Provider with over 50,000 employees worldwide.
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service desk
Galileo Service Desk Operator mf
2016-06-24 11:05:30| Space-careers.com Jobs RSS
Airbus Defence and Space is a division of Airbus Group formed by combining the business activities of Cassidian, Astrium and Airbus Military. The new division is Europes number one defence and space enterprise, the second largest space business worldwide and among the top ten global defence enterprises. It employs some 40,000 employees generating revenues of approximately 14 billion per year. A vacancy for a Galileo Service Desk Operator mf has arisen within Airbus Defence Space in Munich. The successful applicant will join Galileo Operations Bid. Please note that the work location will be Oberpfaffenhofen Germany or Fucino Italy. Your main tasks and responsibilities will include Performing Integrated Logistics Support ILS service desk activities in the required timescales and to the required standard Monitoring the status of all tickets and ensuring that they are being addressed by the appropriate personnel, in the required way and in a timely manner Chasing overdue tickets for a response andor completion Interfacing with L1 to L3 levels of maintenance, operators and Engineering Support Team as required Escalating problems in due time from L1 to the Engineer Support Team and OperationsMaintenance Management Reporting on service desk activities including the numbers of open, closed overdue ILS Service Desk tickets Reporting of GSOp problem management and L1 maintenance related KPIs We are looking for candidates with the following skills and experience Educated to degree level in Engineering, General Engineering or similar Experience in Integrated Logistics Support service desk activities Experience in Galileo programme and in GNSS related GNSS based services Good communications skills Able to understand technical issues quickly Able to hold a broad range of system knowledge Able to work in a time pressured environment Negotiation level in English German andor Italian skills would be an advantage Please apply online for this vacancy at our careers site www.jobs.airbusgroup.com with your CV attached. By submitting your CV or application you are consenting to Airbus Group using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus Group. Airbus Group is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. To apply click here
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