Senior Service Manager - Satellite Ground Segment (m/w/d)

Reference: J22114
Location: Headquarter \ Darmstadt \ Germany
Deadline for applications: 30.04.2023 23:59 CET
Category: Software Solutions

We are the first choice European aerospace company for software centric engineering solutions. We are a key player since 40 years in a market where trust and quality are needed. With more than 400 employees in Germany, we craft the future of aerospace – and beyond - together.

Our staff plays a key role for our success through their qualifications, motivation, passion, different cultural backgrounds and their sense of collaboration in an open international environment living our values, trust, integrity, participation and curiosity.

We are committed to crafting a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status.

We offer a wealth of benefits to support a balanced work life balance, including but not limited to flexible working hours, mobile working and encouraging career development.

The Position

As Service Delivery Manager, you will manage a portfolio of services for our institutional clients in Space industry. In close collaboration with your service team, you will be responsible for the successful delivery, the steady improvement and expansion of your services.

 

You are a natural and articulate communicator, with the ability to build and maintain strong working relationships, being the main interface between your service team and the stakeholders at the client organization. You are determined to provide amazing customer service.

 

On the services you will collaborate closely with Satellite Mission Operations Teams, technical teams and further stakeholders at the client organization.


We are looking forward to meeting you!

 

Responsibilities/Duties

  • Acting as the primary interface to the stakeholders at the client organizations
  • Managing client expectation and ensuring that the quality and contractual aspects are met to the satisfaction of the company and the customer
  • Service Team Coordination 
    • Assignment of tasks and actions to service staff 
    • Management and supervision of tasks and actions performed by service staff
    • Ensuring that service tasks are performed timely with the quality expected by the client and in line with client’s requirements and agreed service levels
  • Prioritization of service tasks in coordination with customer representatives 
  • Conduction of regular service review meetings and other customer meeting with the customer as required by the contract
  • Identification & definition of service key performance indicators (KPI) and service level agreements (SLA)
  • Identification & ensuring of implementation of service process improvements and of tools improving the efficiency of the services 
  • Maintenance and execution of training plans for service staff
  • Ensuring compliance of service staff with applicable health and safety regulations
  • Production & management of offers for additional requests for proposal issued by the client
  • Participate in regular company internal management and technical meetings 

Essential Skills

  • Proven experience in service management or project management (ideally on software related services within Space or Aerospace Industry)
  • Experience in the technical management of multicultural teams
  • Strong goal-oriented, planning capabilities and a pronounced customer focus
  • Strong communication and collaboration skills, be able to work in a diverse team environment and accomplish goals in line with team objectives 
  • Proven experience in managing client expectations and resolving possible conflicts 

Desirable Skills

  • Agile project management approach
  • Project management certification like PMP or equivalent
  • ITIL qualified or experience working within an ITIL framework 

Your Benefits of joining us

  • Work-life balance: Flexible working hours, home office, sabbatical (time off for travelling around the world, extended parental leave, further education, etc.), option to work part time;
  • Financial benefits: Company pension plan, net wage optimisation programme including IT / bicycle leasing, discounted annual ticket for public transport, employer loans, etc.;
  • Employee recommendation scheme: We are grateful when our employees support us in finding new recruits. You will receive a bonus of 1,500 EUR to 3,000 EUR per successful recommendation;
  • Relocation support: We offer our newcomers a relocation lump sum and support you in finding a suitable new home as well as in finding a school or nursery for your children and much more. Should need be, this can even include support in the search for a job for your partner.
  • Career development: For us, further education and training are an essential part of people management, because this is the only way we can achieve our goal, namely a long-term and successful work relationship with you. Would you like to change your professional focus and work on other projects or change geographically? We will support you here as well.
  • Company event and activities: We have BBQs, Christmas parties and TGIF (Thank God It's Friday) events. On top of that, we organise team-building events and events internal to departments to promote team spirit. Let us know if you have creative ideas for corporate events or new initiatives that you would like to introduce to our company culture, no matter whether they are of artistic or technical nature.

Application

Are you equally inspired by our visions and dreams? Get in touch with us today and send us your application! 

Your HR Contact for this position is Raphael Rossato.

 

We would be glad to hear your feedback about the quality of the above job description, under this Form Candidate Experience - it is anonymous and takes less than two minutes.

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