IT Service Delivery Manager

Are we alone in the Universe? We can begin to answer this fundamental question that fascinates every one of us and you could be there and help the scientists with their work finding the ANSWER.

ESO carries out an ambitious programme focused on the design, construction and operation of powerful ground-based observing facilities for astronomy, in order to enable important scientific discoveries. These are exciting times for astronomy: technology now allows us to study objects at the far edge of the Universe and to detect evidence for planets around other stars.

Our IT team at ESO HQ provides services for Users, Operations, Science and ALMA (https://www.eso.org/public/teles-instr/alma/) and is supporting a large variety of activities from day to day standard tasks to support the preparation and execution of sky observation programs, the operation of ESO telescopes and delivery, curation and archive of scientific data.

For our customer ESO in the Munich area, Germany, we are looking for a Service Delivery Manager with wide managerial and technical knowledge on the operation of IT core services.

Responsibilities
Your tasks will typically include but are not limited to:

• Act as the prime interface for ESO for the provision of the services at the respective sites
• Oversees day-to-day operations and ensures service quality aligns with ESO’s requirements.
• Monitor, measure and report formally about the service activities and service levels
• Investigate corrective measures whenever appropriate to meet the service levels
• Identify and propose service improvement opportunities
• Respond to service changes initiated by ESO
• Assign tasks and planning activities requested by ESO to Terma Staff
  • Projects Leadership:
  • Initiating, planning, coordinating, executing, monitoring and closing projects in line with the KPIs
  • On-time Delivery – Keep Milestones
  • Project Overrun – Keep Budget
  • Customer Satisfaction – external communication (manage client expectations)
  • Coordination of subordinate staff (share information, set goals, make assignments, lead meetings)
• People Leadership:
  • Lead team with focus on policy, and strategy implementation and control rather than development;
  • Manage, ensure and maximize the resource allocation in compliance with the organizational goals and objectives
  • Coordination of achievements and goals of subordinate staff through yearly appraisals.

Qualifications & Competencies
Applicants should have a university degree in Computer Science or similar. Degrees in Aerospace Engineering, Mechatronics, Electronics or Mathematics/Physics may also be suitable provided solid capabilities can be demonstrated. Service and Team Management are already part of your experience, and you enjoy a combination of people leadership and understanding of technical work. The candidates should have good communication skills, especially on formal oral and written communication with customer interfaces. The working language is English.

You should as well have some degree of technical knowledge in at least one of the following areas:

• Microsoft
• Networks
• Linux
• General ICT

The ideal candidate should have good experience on service management and hold one or more of these certifications:

• Project management certification (Prince, PMP, etc)
• ITIL Practice Manager or equivalent.

Who we are
Terma provides mission-critical solutions for the defence and aerospace industry. We are guided by one overall purpose: to deliver security for countries, alliances, and individuals. We operate in a variety of areas, but security is always the key. We deliver advanced technologies to keep people safe, both in peaceful times and in times of conflict. Our systems provide security for people on land, at sea and in the air.

In space, we are engaged in reaching new frontiers and enabling people on our planet to deal with new and future challenges. Terma puts emphasis on diversity and brings passionate people together with different cultural and professional backgrounds.

What can Terma offer
You will join a high-tech, international, and creative working environment in a demanding sector that offers many challenges and opportunities for personal development. You will be part of a dedicated team characterized by professional pride and deep technical competences. In addition to the professional challenges, Terma offers a wide range of social activities and sports facilities, where employees meet in an informal atmosphere.

Additional information
For further information, please contact Mrs. Raluca Moise by telephone [+49 6151 860050] or by email [[email protected]]. To ensure that your application will reach us and is properly processed please apply through the link below with an up-to-date Curriculum Vitae and (ideally) a Cover Letter.

Please note that applicants must hold all appropriate documentation and permits to work in Europe.

Application deadline:
As soon as possible