IT Service Delivery Manager ESTEC

Would you like to be part of our specialist services group, who have been providing engineering support to space agencies and prime contractors for more than 40 years?

For our customer, the European Space Agency (ESA), we are seeking an experienced IT Service Delivery Manager with wide managerial and technical knowledge on the operation of IT services to work at ESA’s ESTEC site in Noordwijk, The Netherlands.

Job description
You will be leading Terma’s IT team integrated into the customer responsible for supporting ESTEC’s technical facilities in the Technical and Quality Management Directorate (D/TEC).

Responsibilities
As IT Service Delivery Manager reporting to the overall Contract Service Manager you will be part of Terma’s on-site IT service team being responsible for the overall team management and formal customer interfacing. The service team including subcontractor teams from other IT suppliers to ESA as well as Terma. This combined team provides localised IT support to laboratory IT infrastructure and ESA end-users collaborating with other ESA IT service providers (e.g. TEC application support, corporate IT) as necessary.

Your tasks will typically include but are not limited to:

• Act as the prime interface for ESA for the provision of the services at the respective sites.
• Maintain the relationship with ESA and other relevant interfaces.
• Monitor and measure the service levels/KPI.
• Report on the service levels/KPI.
• Ensure the compliance of the service quality agreed with ESA.
• Take corrective measures whenever appropriate to meet the service levels.
• Identify and propose service improvement opportunities
• Respond to service changes initiated by ESA.
• Assign tasks and planning activities requested by ESA 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.

This is a full-time position located at ESTEC, Noordwijk, The Netherlands.

The foreseen start of work is May 2025.

Qualifications & Competencies
The successful candidate shall have:

• Degree (at least Bachelor) in IT, Computer Science or similar.
• At least 10 years’ working experience in the IT sector.
• Service and Team Management are already part of your experience, and you enjoy a combination of people leadership and understanding of technical work.
• You should as well have some degree of technical knowledge in at least one of the following areas:
  • Windows but also Linux environments.
  • Networks
  • General ICT
• Good knowledge of service management frameworks e.g. ITIL.
• Experience with producing IT service-related documentation (according to ITIL).

Desirable:

• Possess a certification in ITIL
• Possess a project management certification (Prince, PMP, etc)
• Prior experience with technical/R&D facilities.

Soft skills:

• You should have good communication skills, especially on formal oral and written communication with customer interfaces.
• Excellent English, spoken and written (the working language is English).

Any unanswered questions?
For further information, please contact Mrs. Raluca Moise (#LI-RN) by telephone [+49 6151 860050] or by email [ta.space@terma.com].

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.

Applications will be processed continuously.

Please note:

• Applicants must hold all appropriate documentation and permits to work in the EU.
• Applicants are required to provide a copy of their ID/passport and degree/higher education certificate. Terma will validate the certificate with the issuing authority.
• In line with ESA Security Requirements, an official Certificate of Good Conduct (or equivalent) and employment reference checks will be required at commencement of employment. Please attach a copy of any reference letters with your application if you have them.

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 [ta.space@terma.com]. 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