Job Introduction
Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. Serco offers space capability across the full space lifecycle from satellite testing to Launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development. With over 55 years history in the space sector Serco is well placed to contribute to National strategies and New Space ventures who want to scale their businesses/organizations with skilled talent.
We are seeking a versatile and technically proficient Service Manager to lead our “Science and Management IT Hub” Service at ESTEC. This hybrid role combines leadership in service delivery, stakeholder engagement, and hands-on infrastructure and applications administration and support to ensure operational excellence, continuity, user satisfaction, and continuous improvement across the client site.
Main Responsibilities
As a Service Manager you will concentrate your activities on the following:
- Service Delivery & Operations
- Oversee daily operations of on-site personnel, ensuring smooth service delivery and effective team coordination.
- Monitor and control service delivery processes, ensuring adherence to established systems, methodologies, and procedures.
- Ensure timely and successful delivery of all service components, including deliverables, outputs, schedules, and KPIs.
- Maintain Service Level Agreements (SLAs) and ensure all KPIs are current and aligned with ESA expectations.
- Lead internal and third-party performance reviews focused on service quality and process optimisation.
- Provide accurate and timely Service Progress Reports and participate in ESA Periodic Progress Meetings.
- Plan and implement schedule changes, assessing impact and communicating updates in line with ESA procedural changes.
- Act as the primary contact for incidents and problems, ensuring proactive response to contingencies and emergencies.
- Stakeholder Engagement & Strategic Alignment
- Serve as the primary liaison between client-side employees and ESA stakeholders (Technical Responsible, Technical Officer, Contracts Officer).
- Build and maintain strong relationships with customers, partners, and ESA IT and Facility service teams to anticipate and meet evolving needs.
- Align with Serco Europe’s growth strategy and collaborate with European colleagues to achieve business goals.
- Support business development initiatives, including opportunity qualification and customer acquisition aligned with the Dutch growth strategy.
- Team Leadership & Continuous Improvement
- Foster employee engagement through regular My-catchups, personalised training plans, recognition initiatives, and consistent communication aligned with Serco values.
- Champion customer service excellence and lead service continual improvement initiatives.
- Contribute to the development of innovative products and services.
- Ensure compliance with quality assurance, environmental, health, and safety standards across all contracts.
- Security & Compliance
- Ensure adherence to security best practices across infrastructure and service operations, including access control, data protection, and vulnerability management.
- Collaborate with internal and ESA stakeholders to maintain compliance with applicable security policies and standards.
- Stay informed of ESA policies and procedures and adapt service delivery accordingly.
Successful Candidate
Do you think you are the person we are looking for? See below what experience or knowledge you should bring:
- Bachelor or Master degree in Engineering.
- Administer VMware virtual datacenters, including vApps, virtual networks, resource provisioning, and configuration using vCloud Director.
- Manage SharePoint On-Premises and Online environments, including site collections, permissions, lists, workflows, and informational pages.
- Configure and maintain network zones and traffic rules relevant to the infrastructure, covering protocols such as TCP/IP, HTTP/HTTPS, DNS, FTP/SFTP, SSH.
- Administer Windows Server environments, including patching, performance tuning, role-based access control, DNS, DHCP, and file services.
- Lead Agile project delivery activities, including sprint planning, backlog grooming, and iterative implementation.
- Manage the Service’s hardware and software license and support lifecycle with relevant vendors and third parties.
Desirable Skills
- DevOps & CI/CD: Familiarity with GitLab pipelines, automated deployment, and version control integration.
- RHEL Administration: Experience with Red Hat Enterprise Linux, including package management and system configuration.
- Web Server Management: Knowledge of IIS and Apache configuration, security, and performance tuning.
- MSSQL Administration: Experience with backups, performance optimisation, and security controls.
- Active Directory Domain Services: Experience managing AD DS, including user/group management, GPOs, and domain trust relationships.
On offer
- Flexible working policy (hybrid working)
- Comprehensive and competitive benefits plan
- A range of wellness activities and employee assistance programs
- Casual dress code
- Bike Scheme
Relocation:
- The Netherlands' central location in Europe makes it an ideal base for travel and business within the EU. Major cities are well-connected by road, rail, and air with Amsterdam Schiphol Airport one of Europe's busiest and most well-connected airports, facilitating easy international travel.
- Serco offers relocation support for all EU passport holders that are planning to relocate to the Netherlands and work for Serco B.V.
About The Company
Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. Serco offers space capability across the full space lifecycle from satellite testing to launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development.
Why should you join Serco ?
At Serco not only is the nature of the work we do important, everyone has an important role to play.
Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.
A world of opportunity - You’ll be wholeheartedly supported with development and career progression
Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work. We are a company passionate about diversity and inclusion.
We are diverse and inclusive organisation
At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.
We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.
In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.
If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team
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:
For more information on how the personal data in your application is process, please see the link Data Protection policy here.
