People Service Manager

Job Introduction

In Europe, we work closely with our customers to deliver custom-made and specialized services across International Organizations, Space, Immigration, and Defence. We provide tailored services for various public sector bodies including European Institutions, the Belgian and German Defence, the European Space Agency, and the European Organization for Nuclear Research (CERN). Our expertise spans IT services, Facility Management, Space Research, and Operations.

We’re looking for a People Service Manager, to reinforce the team in our Netherlands office!

Key Responsibilities

As a People Service Manager, you will concentrate your activities on the following:

• Employment engagement by ensuring regular My-catchup, training and development plan in line with professional and personal growth, recognition, communication and ensuring Serco values are followed.
• Manage the day-to-day operations with our employees located on the client site.
• Act as an interface between the client and our employees when needed.
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed. 
• Monitor all contractual KPIs on a regular basis, propose and implement the improved ways we report and monitor them.
• Drive internal and third-party review meetings covering performance, service improvements, quality, and processes. 

Additional Reponsibilities

• Provide regular and accurate management reporting on the Service performance.
• Deliver monthly reports, KPIs’ status and make sure they are properly entered/updated into the relevant reporting system. 
• To develop and maintain a network of relationships with the customer/s, potential customers, partners and stakeholders in order to anticipate and meet customers and stakeholders existing and future needs; Understand the overall Serco Europe Growth strategy, interlock and collaborate with European colleagues to achieve business goals. 
• Support business development activities.
• Support the Dutch growth strategy and work closely with the European BD community to qualify and review opportunities and develop new customers.
• Support the development of innovative products and services. Quality assurance, environment, health and safety on all contract(s).
• Leading customer service excellence and a continuous improvement culture.

Skills

• University degree from a recognized Institution of secondary studies or equivalent qualification
• Minimum of 4 years of relevant experience
• Knowledge of Agency activities is a strong plus
• Skilled at quickly understanding and coordinating input data
• Reliable, detail-oriented, and proactive in completing tasks 
• Excellent analytical, organizational, and reporting abilities
• Strong problem-solving mindset
• Proficient with IT tools

Package Description

• Flexible working policy (hybrid working)
• Comprehensive and competitive benefits plan
• A range of wellness activities and employee assistance programs
• Casual dress code  
• Bike Scheme