Service Delivery Manager - Documentation

Introduction

Serco has supported over 50 ESA missions where our teams have helped launch satellites, guide spacecraft across the void, and turn data into discoveries that reshape our world. With thousands of specialists contributing across the entire space lifecycle from satellite testing to launch services, LEOP to operations and surveillance, we’ve become a trusted force in national and European space strategies. And now, the next chapter could include you.

On behalf of our team in the Netherlands, we are looking for a Service Delivery Manager for our Documentation department.

The Community You’ll Step Into

Within Serco, you will join a supportive group of professionals who understand the importance of delivering high-quality services in a fast-moving environment. You will work closely with ESA counterparts, Serco employees and cross-functional experts, all committed to building a smooth, reliable and forward-looking service.

The Difference You Will Make

This role plays a vital part in how Serco delivers value to ESA. You will help protect one of Serco’s most strategic contracts by ensuring that the service operates with clarity, accountability and measurable performance. When KPIs are met, risks are managed transparently, and communication flows smoothly, it strengthens trust and reinforces Serco’s position as a dependable partner.

Your work will influence how teams collaborate, how processes evolve and how effectively the service responds to changing needs. By helping define standards, guiding improvements and supporting the people who carry out the work each day, you contribute to a stable foundation that allows ESA teams to focus on mission success.

Your leadership will not only support the present service, it will also help grow Serco’s reputation within ESA and the wider space community.

What You\'ll Do

As Service Delivery Manager, you will make sure that services are delivered on time, within the agreed scope and to the quality levels required by ESA. You will act as the main point of contact between Serco, ESA teams and other stakeholders, ensuring clarity, trust and consistency across all communication.

You will define, monitor and report on KPIs and SLAs, teams to make sure services are aligned with ESA quality standards, contractual requirements and industry regulations. When operational risks or incidents appear, you will guide the response, support resolution and help implement improvements. Over time, you will shape service enhancements, using insights from data and collaboration to improve performance, resilience and client satisfaction.

In this role, you will not simply manage processes; you will help drive success.

What You\'ll Bring

You hold a Master\'s degree and bring 5+ years of experience in service delivery or programme and project/business control within the space (or similar) industry, ideally in customer-facing roles.

Background in Document management as well as some experience withfinancial planning & analysis (FP&A). Experience supporting business units with:

• Budgeting and forecasting
• Monthly financial reviews and reporting
• Profitability analysis
• Commercial decision support

Your background will also include leading service teams in fast-paced, technology-driven environments, while managing client and internal relationships effectively.

You demonstrate leadership by anticipating needs, prioritising effectively, and driving progress towards objectives.

Being able to show empathy to fellow colleagues is key in this role.

What We Offer: More Than Just a Job

At Serco, a career is more than a salary — it’s support, stability, and balance. You’re paid promptly every Friday before the 28th, and you receive a Holiday Bonus worth 8% of your basic gross salary for an extra boost each year.

We make everyday life easier, too. Commuting? Claim €0.21 per km (up to 150 km) or get full public transport reimbursement. Working from home? You’ll receive a €2 daily allowance, plus up to €500 for a desk or chair when you join.

If you travel for work, all business expenses are covered. During tax season, our appointed advisor is available to help complete your income tax forms. Prefer cycling? Our bicycle scheme offers a tax‑efficient allowance up to €749, full insurance for a year, and optional accessories cover.

Your long‑term wellbeing matters. You’re covered by a collective life insurance plan, and through Zilveren Kruis Achmea, you get 5% off basic health insurance and up to 10% off additional coverage. Our Dutch pension scheme, via Nationale Nederlanden, helps you plan confidently for the future.

If unforeseen situations arise, you may request an advance of up to one month’s net salary with manager approval. To support your daily comfort, we offer up to €250 for work glasses and access to Benefits & Work for discounts across online retailers. For lifelong learning, all employees receive a 35% discount on Webster University programmes.

At Serco, our benefits are designed around you — making life simpler, healthier, and more flexible so you can focus on supporting Europe’s most exciting space missions.

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 who are planning to relocate to the Netherlands and work for Serco B.V.

#J-18808-Ljbffr