Service Delivery Manager (IT Infrastructure) - Darmstadt

We have an exciting opportunity in the European Space Agency, who are currently seeking to employ a highly motivated and enthusiastic Service Delivery Manager for Mission Operations Infrastructure IT, to work in an exciting and innovative international environment.

The role is part of the Network Operations Centre (NOC) tasked with coordinating, configuring, and monitoring activities related to the ESA ground segment, specifically the Telemetry, Tracking and Command (TT&C) stations of the ESTRACK ground station network.
The Service Delivery Manager is responsible for providing comprehensive end-to-end service provision for the Mission Operations Infrastructure IT (MOI-IT) Business Area within the defined SLA, taking full responsibility of activities within their domain. MOI-IT covers infrastructure operations of mission critical computer systems and communication systems.
The NOC Services at ESOC maintains and operates the mission operations infrastructure, covering everything from 24/7 first line monitoring and service desk to 2^nd line teams and support for engineering activities.

You will focus 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 service to our customer. The high level of interaction with the customer and contract staff requires distinct customer service and service management experience.

As Service Delivery Manager for Mission Operations Infrastructure IT you will concentrate your activities on the following:

Provide a technical interface to the responsible Business Area Manager (BAM).
Take ownership of the end-to-end operational IT services across a matrix organisation.
Ensure tasks are scheduled in an efficient manner and that priorities are met.
Ensure all staff are adequately trained for their tasks.
Produce shift, on-call and annual leave schedules, increasing on-site or on-call 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.
Ensure close collaboration 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 on/off 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 Asset/Configuration Management Database.
Produce minutes of meetings and reports in a timely fashion.
Attend user meetings, briefings, user groups and workshops as required.

Skills & Experience

Excellent command of English, both written and spoken.
Proven ability to communicate effectively, with international staff, orally and in writing with good briefing skills is necessary.
In-depth service management experienAce in a critical operational environment (prior experience of working in an international environment would be considered an advantage).
Team leadership, organisational and time management, good interpersonal aptitude, and strong service ethic.
Very strong team & staff management experience.
Strong knowledge of ITIL processes (a national recognised certification in Service Management or ITIL intermediate certification would be considered an advantage).
In-depth 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 365, MS SharePoint, Microsoft Project.
Degree/HNC equivalent preferred.

Only candidates that are eligible to work in Germany will be considered.

Service Deliver Manager (Mission Operat...