Service Management Support Technician

Package Description

Joining Serco Italy’s amazing team offers:

• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work

Job Introduction

Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. Serco offers space capability across the full space lifecycle from satellite testing to launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development.

We’re looking for a Service Management Support Technician to reinforce the team in our Italian office in Rome.

Key Responsibilities

The Service Management Support Technician supports the Core PDGS service by managing configuration, incidents, and problems in line with ESA operational standards and using the CFI‑TELLUS tool.

Configuration Management:

• Maintain the Core PDGS service configuration baseline in CFI‑TELLUS (service definition, implementation, infrastructure, documentation, procedures, system configuration).
• Update configuration items and relationships following any service change.
• Produce monthly configuration status and change history reports.
• Detect deviations from HL_PROC rules and raise anomalies.

Incident Management:

• Record, categorize, and manage incidents in CFI‑TELLUS following established procedures.
• Keep incident tickets updated with logs, troubleshooting steps, and status changes.
• Ensure resolution within SLA and close incidents only when stakeholders confirm satisfaction.
• Communicate resolution times; notify ESA of blocking incidents and provide continuous status updates.

Problem Management:

• Perform root cause analyses and implement corrective actions per HL_PROC.
• Maintain the Known Error / Knowledge Database in CFI‑TELLUS.
• Participate in ESA anomaly investigation boards.
• Propose updates to operational procedures based on lessons learned.

Document Management:

• Administrate the service document management system
• Maintain the service document technical baseline.
• Manage and publish all the service deliverable documentation (e.g.  MoM, reports, etc) 

Reporting:

• Produce regular service reporting (e.g. monthly basis) covering amongst other:
• Incident statistics, SLA impacts, reopen rates, and trends (13‑month view).
• Detailed incident lists with CFI‑TELLUS references.
• Problem status, completed RCAs, root causes, and recommended corrective actions.
• Proposed updates to operational procedures.
• Incorporate service operations information collecting inputs from every service domain

Skills

• Knowledge of ITIL processes (incidents, problems, configuration).
• Experience with configuration or service management tools (CFI‑TELLUS beneficial).
• Strong analytical, communication, and documentation skills.
• Technical background (Engineering/IT) and experience in operational environments preferred.
• Good English skills, both written and spoken, Italian would be an advantage.