Satellite Service Delivery Manager

This role is an exciting opportunity to join the Satellite Mission Services Team with responsibility for the delivery of a service that provides the end customer with access to in-flight missions, primarily earth observation satellites, but also Communications and Navigation, and science / technology demonstration missions. The Satellite Service Delivery Manager is responsible for the management of the service through the operational lifetime of the satellites (up to 10 years). The service includes a number of ground segments located in SSTL, customer and third-party facilities. The Satellite Service Delivery Manager is the primary point of contact for the customer with regards the Service Delivery performance, and is responsible for maintaining the customer relationship by ensuring that SSTL meets its contractual Service Delivery obligations.

Key Tasks

Internal facing tasks

• Line management responsibility for Service Managers and Service Delivery Engineers for multiple missions

• Providing technical and commercial inputs to proposals for the Bid team for new missions

• Contract extension proposals

• Develop and refine service offerings based on customer requirements.

• Developing Service Management Plans for the team and for each mission

• Attendance at Audits when required

• Working with project teams to deliver project milestones and smooth transition from project to service

• Leading customer service meetings and agreeing levels of support

• Negotiating service levels with third party providers

• Maintaining good working relationships across the many engineering teams

• Finance and project control for invoicing, resource planning and monthly reporting

• Maintain and update future workload assumptions based on roadmap of missions

• Monitor and trend service reliability across the missions

• Identify new toolsets and resources for Services to prepare for larger Satellite Service Missions.

• Communicating to the internal team the level of service required to meet the customer’s requirements and contractual obligations

• Ensure that performance deviations and system outages are dealt with in a timely and efficient manner and within the defined and agreed service levels.

• Present at the Monthly Management Review Board

• Manage development of existing tool sets and operational procedures to improve the service efficiency and delivery

• Work with the Commercial and Compliance teams as needed to ensure that the services comply with contractual and security obligations.

• Compliance with obligations defined in the contractual agreements.

External facing tasks

• Escalation point for Satellite Mission Services

• Maintaining customer relationships

• Negotiating contract extensions

• Reporting: 
• SLAs and KPIs
  

• Performance issues & non compliances.

• Financial and commercial communications.
• Maintaining customer relationship by ensuring that SSTL meets its contractual Service Delivery obligations.

• Co-ordination of service activities with customer Service Manager

• Satisfy customer reporting requirements.

• Monthly performance reporting

Key OOH Tasks:

• Communicate between customer and SSTL

• Provide updates to the customer should the service be interrupted

• Coordinate with the on-call staff the resolution of the issue

Previous Experience

• Experience in Service Delivery management, ideally for satellite operations or within the engineering/aerospace sector.
• Experience of working with space and ground segments is beneficial.

Qualifications Knowledge & Skills

• ITIL (IT Service Management) qualification desirable
• Degree or HND/HNC in engineering or science discipline

• Excellent people management skills, able to motivate in a team-oriented, collaborative environment and lead the team

• Ability to think and operate in a forward looking and strategic manner, as well as ability to deal with day to day problems
• Strong organisational skills and ability to prioritise workload and ability to work simultaneously on a variety of projects

• Results orientated; strong drive to deliver

• Ability to work under pressure to tight timescales; flexible and adaptable to changing priorities
• Ability to interface with customers and technical representatives
• Skilled at anticipating customer needs

• Good track record with resource management and/ or planning and meeting budgets/schedule.

• Collaboration and problem-solving skills
• Excellent written and verbal inter-personal skills
• Strong attention to detail
• Proficient in all MS Office packages, including MS Word, Excel and PowerPoint, and knowledgeable of Microsoft Project
• Able to demonstrate company mindsets; accountability, one team, customers and projects rule and audacity

• Security Clearance desirable for the role

Location

SSTL prides itself on being a flexible company. The role is based in our Head Office in Guildford but we support hybrid working and a range of flexible working options

Benefits

Our comprehensive benefits package includes; 32 days Holiday plus Bank Holidays, Pension Scheme with Life Assurance, Private Medical & International Travel Insurance, Annual Bonus Scheme, Share Incentive Plan, Enhanced Maternity, Paternity & Shared Parental Pay for new parents, High Street Discount Scheme and many more!

Contract Duration

12 month fixed term contract