Service Delivery Manager

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 engineering support for mission development, satellite testing and launch services to operations and surveillance, we have 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 to oversee the Programme Management and Controlling (BMC) service supporting ESA at ESTEC.

The Community You'll Step Into

Every day at ESTEC, you walk into an environment where collaboration comes naturally. Engineers, controllers, project managers, researchers and industry partners work side by side, shaping the next generation of European space missions. It is a community built on trust, expertise and shared ambition, a place where diverse teams combine their strengths to solve complex challenges.

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

In this role, you will oversee the daily delivery of the Programme Management and Controlling service, making sure it operates on time, within scope and to ESA's expected quality standards. You will be the central point of contact between Serco, ESA teams and all involved stakeholders, keeping communication clear, timely and grounded in trust.

You will monitor KPIs, SLAs and performance indicators, translating data into insights that support decision-making. You will coordinate resources, budgets and priorities, helping the team stay focused on what matters most while navigating the dynamic nature of ESA programmes. When issues arise, you will guide the response, support resolution and ensure lessons are embedded into continuous improvement.

Your role will also involve shaping best practices, refining processes and contributing to ESA's broader transformation in programme management support. You will communicate expectations, risks, achievements and plans in a structured way, helping align all parties and ensuring transparency throughout the service lifecycle.

What You Bring

You bring a strong background in service delivery or programme and project management, ideally within the space sector or a similarly complex, high-technology environment. You understand the rhythm of customer-facing roles and feel confident coordinating large teams, managing expectations and delivering operational excellence.

Your experience includes working with performance metrics, programme controlling and PMO methodologies, supported by digital tools and data-driven approaches. You are comfortable guiding teams through changing priorities and can make clear decisions even under pressure. You know how to speak the language of both executives and technical experts, helping bridge perspectives and build trust.

Your mindset is structured, proactive and solution-oriented. You can anticipate needs, identify risks early and help teams stay focused on outcomes. Familiarity with ESA or other regulated organisations is an advantage, as is experience with standards, compliance and incident or risk management.

Project management certifications such as PMI, PMP or PRINCE2 complement your profile, but what defines you most is your ability to lead with clarity, support your team's growth and embed best practices that elevate the service as a whole.

What We Offer: More Than Just a Job

At Serco, we believe a career should offer more than a payslip. It should give you stability, support and the balance you need to thrive. Your salary is paid promptly every month, and you receive an 8% Holiday Bonus to give your year an extra boost.

Your commute is supported with a €0.21 per kilometre travel allowance up to 150 km or full reimbursement for public transport. If you work from home, a small daily allowance helps cover your costs, and new employees can receive up to €500 to set up a comfortable home workspace.

When work requires travel, all related expenses are covered. During tax season, our appointed advisor can help you complete your income tax forms. If you enjoy cycling, our bicycle scheme offers a tax-efficient allowance of up to €749 plus insurance.

Your wellbeing is also central. You are covered by a collective life insurance scheme, and our health insurance partnership with Zilverenkruis Achmea offers discounted rates. Our pension scheme, managed via Nationale Nederlanden, provides long-term security.

We also offer practical support, from advance salary payments in emergencies to €250 reimbursement for computer glasses and access to a wide range of online discounts. For professional growth, all employees receive a 35 percent discount on Webster University programmes.

Serco's benefits are designed to support your life, not just your work, so you can focus on contributing to meaningful missions while knowing you are cared for at every step.

Relocation

The Netherlands' central position in Europe makes it an ideal base for travel and international collaboration. Amsterdam Schiphol Airport is one of Europe's most well-connected hubs, making mobility easy.

Serco offers relocation support for all EU passport holders who move to the Netherlands to work for Serco B.V.