Service Manager, IT Services, Space (m/f/d)

We are looking for a Service Manager to support us across a range of IT Services, adapting to growing IT demands while leading a team of highly qualified specialists. **Your responsibilities** **Service delivery and team coordination** * Coordinate the day-to-day activities of your service team; * Collect the inputs for the monthly report from your team members and subcontractors; * Ensure that service documentation, ticketing system records, service processes and procedures – and all service activities performed by your team – are delivered in line with our customer’s expectations and the agreed KPIs/SLAs; * Act as the prime interface between our service customer(s) and Terma for all activities related to your service team; * Provide technical support and guidance to your service team. **People leadership** * Lead your service team with focus on policy, strategy implementation and control; * Collaborate with the Talent Acquisition team on the recruitment of new team members; * Manage, safeguard and maximise resource allocation in compliance with organisational goals and objectives; * Coordinate the goals and achievements of your team members; * Coach and mentor your team members; **Project leadership** * Initiate, plan, coordinate, execute, monitor and close your service team’s activities in line with the agreed SLAs and KPIs; * On-time delivery – keep milestones, including monthly reports and project deliverables; * Ensure customer satisfaction; * Coordinate your team members. **Skills and experience** * 5+ years of experience in IT Service Management, preferably in the space/aerospace, satellite or meteorological sectors; * Proven track record in team leadership and management (3+ years), including coaching, mentoring and performance evaluation; * Experience in project management (initiation, planning, execution, monitoring and closure) with a focus on SLA and KPI compliance; * Hands-on experience with ITIL processes, ticketing systems and user support in a service-oriented environment; * Experience in budget management, resource allocation and on-time, on-budget project delivery; * Familiarity with monthly reporting, documentation standards and client communication in a technical context. **Technical skills** * Strong understanding of IT service management tools (e.g. ServiceNow, JIRA or similar); * Proficiency in technical and managerial documentation and reporting; * Knowledge of space/aerospace IT infrastructure and related technologies is a strong plus; * Ability to analyse and improve processes to meet organisational goals and SLAs. **Leadership and soft skills** * **People management:** ability to lead, motivate and develop a team, including onboarding, coaching and mentoring; * **Stakeholder management:** strong communication and negotiation skills to act as the primary interface between our service customer(s) and Terma; * **Customer focus:** proactive in managing client expectations and ensuring high customer satisfa