We are looking for multiple Service Delivery Managers on behalf of the European Space Agency (ESA) in multiple locations. The selected candidate should show integrity and professionalism.
ATG delivers several consultancy services to the European Space Agency as well as to other international customers. Our consultancy services vary from few units to several tenths of personnel , co-located in one site or distributed across Europe. We look for expert personnel to boost our Service organization and delivery capability in existing and upcoming services.
Service Managers are typically responsible for managing service level agreements with customers. The Service Manager has overall accountability for defining, deploying, operating, managing and driving the continuous improvement of the service, ensuring that the agreed service elements are delivered in accordance with agreed performances, business requirements and constraints, and managing the service lifecycle in observance of the customer requirements as well as of ATG ISO processes.
The Service Manager is the main technical interface with the customer, and particularly the only formal interface with the Customer for the day-to-day business.
Please note, the successful candidate will be employed by ATG Europe (or one of its subsidiaries). Furthermore, upon selection, they will be subject to a general security screening performed by an external provider (further information will be provided at interview stage).
The successful candidate will be tasked with, but not limited to:
- Capacity management;
- Interface with the Customer Technical Responsible;
- Coordinate with ATG Europe Contract Officer;
- Define and maintain Operational Procedures;
- Supervise/handle non-standard cases;
- Manage the ad-hoc processes;
- Coordinate and finalise reporting;
- Coordinate and finalise the answers to auditing authorities;
- Ensure smooth operations;
- Acknowledge new customer directives / procedures and broadcast them to the team;
- Keep the motivation of the team;
- Monitor SLA / KPI;
- Negotiate new SLA / KPI upon modification of the service conditions from what defined in SOW;
- Coordinate team inputs for the proposal of improvements to the system;
- Preparation of the quarterly report according to the agreed format;
- Preparation of the annual report;
- Maintain tracking list of the archived documents;
- Support internal and external audits;
- Participate to cost report audit if requested;
- Delegate and direct service tasks, monitor the progress of current projects, and manage service team members to ensure objectives and goals are met;
- Select and integrate new members into the team, ensure knowledge transfer to the next generation, manage change actively on a technical and personal level, and address any issues which may arise within the team;
- Establish clear roles and responsibilities to ensure operational efficiency;
- Provide a strong vision to motivate and inspire the team;
- Build and maintain strong relationships with other stakeholders. Manage and report to the ESA technical responsible personnel replacement in case of vacation or sickness, and handle leave days in order to demonstrate the continuity of service;
- General handling of teleworking or hybrid working without disruption to the on-site activities.
