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
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 help shape the conditions for future opportunities, renewals and long-term relationships. Through your work, Serco’s reputation for reliability and quality grows stronger.

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, 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 Bring

You hold a university degree and bring 5–10 years of experience in service delivery or programme and project management within the space industry, ideally in customer-facing roles. Experience with ESA is a plus. You have proven expertise in programme controlling and PMO, supported by strong knowledge of digital tools, modern methodologies, and data-driven delivery.
Your background includes leading large service teams in fast-paced, technology-driven environments, while managing client and internal relationships effectively. Skilled in SLAs, performance metrics, and operational processes, you combine strong problem-solving abilities with close attention to detail to ensure high-quality service delivery.
You communicate clearly and persuasively, bridging gaps between C-level executives and technical experts while building trust with clients and partners. You demonstrate leadership by anticipating needs, prioritising effectively, and driving progress towards objectives.
Experienced in risk management, incident handling, and process optimisation, you are familiar with standards used in regulated organisations such as ESA. You show strong decision-making skills, remain effective under pressure, and lead teams through changing operational requirements.
Your structured mindset and familiarity with digital PMO and PPM platforms are complemented by project management certifications such as PMI, PMP, or PRINCE2. You demonstrate strong team spirit, with a focus on mentoring, training, and using a coaching approach to bring out the best in others. You also have the ability to implement new processes and procedures while actively promoting best practices to enhance efficiency and service quality.

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.