Service Delivery Manager

Job Introduction

For more than half a century, Serco has walked alongside the pioneers of space. 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 skilled Service Delivery Manager. The successful candidate is responsible for overseeing the programme management and controlling service.

The Community You’ll Step Into
You’ll be part of a community where collaboration feels natural: engineers, researchers, universities, and industry experts working side by side, solving challenges that push the boundaries of physics and imagination. This is where sketches become hardware, where prototypes become missions, and where your work becomes part of European space history.

The Difference You Will Make

This role plays a key part in how Serco delivers value to ESA. By ensuring service stability, financial accuracy and compliance, you help protect one of Serco’s most strategic contracts in Europe. When KPIs are met, risks are controlled and client expectations are managed transparently, Serco builds trust, credibility and long-term partnership with ESA.

Your work helps Serco demonstrate reliability, quality and accountability. It improves internal efficiency through clear processes, accurate reporting and strong workforce coordination. You help create the conditions where contract renewals, extensions and future business opportunities become possible, because the client sees Serco as a dependable and proactive partner.

In this position, you don’t only manage a service, you help strengthen Serco’s presence in the European space sector and support its reputation as a trusted partner for critical missions.

What You’ll Do

As Service Delivery Manager, you will make sure that services are delivered on time, within 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, making sure that each mission system performs reliably and supports operational readiness. You will coordinate resources, budgets and technical teams to make sure services are aligned with ESA 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 mission success.

What You Bring

You hold a University degree and have at least four years of experience in a people-focused, service delivery or operational support role. You know how to manage service level agreements, performance metrics and client relationships under pressure and you are comfortable leading discussions that involve both technical and non-technical stakeholders.

You are experienced in risk management, incident handling and process optimisation, and familiar with standards used in regulated organisations such as ESA or NASA. You communicate clearly, make well-informed decisions and can lead teams through changing operational requirements. You are organised, attentive to detail and able to keep both short-term actions and long-term objectives in focus.

What We Offer: More Than Just a Job

At Serco, we believe that a career should come with more than just a paycheck, it should provide support, security, and a sense of balance in your life. Your salary will be paid promptly on Fridays before the 28th of each month, giving you peace of mind about your finances. To recognize your dedication over the year, you’ll also receive a Holiday Bonus, calculated as 8% of your basic gross salary, adding an extra boost when you need it most.

We support your daily life and commute in practical ways. If you travel to work, you can claim a travel allowance of €0.21 per kilometre for up to 150 km, or you can have your public transport fully reimbursed. For those working from home, there’s a small daily allowance of €2 to cover extra costs, and new employees can be reimbursed up to €500 for a desk or chair to make their home workspace comfortable.

When your work takes you on missions or travel, all business-related expenses are fully covered, and for peace of mind during tax season, our appointed advisor will assist you in completing your income tax forms. If you enjoy cycling, our bicycle scheme allows you to benefit from a tax-efficient allowance of up to €749, one year of full insurance with an additional €89 per year for accessories.

Serco also cares about your long-term security. All employees are covered under a collective life insurance scheme, and our health insurance partnership with Zilverenkruis Achmea offers discounts of 5% on basic coverage and up to 10% on additional plans. Our company pension scheme, managed via Nationale Nederlanden, follows the Dutch State Pension framework, ensuring you can plan confidently for the future.

In addition, in emergency situations, you may request an advance salary payment of up to one month’s net salary at the discretion of your line manager. To support your wellbeing and daily work, we offer up to €250 reimbursement for work glasses to reduce blue light strain and provide access to Benefits & Work, offering multiple discounts for online shopping. For lifelong learning, all employees receive a 35% discount on programs at Webster University.

At Serco, our benefits are designed to make your life easier, healthier, and more flexible, so you can focus on contributing to groundbreaking space missions while feeling supported every step of the way.

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