Service Delivery Manager

Welcome to SSC Space, the perfect workplace for those passionate about technology in general and space in particular.
With space organizations, research institutes, institutional and commercial actors as customers, we offer specialist expertise in satellite communications, spacecraft consulting services, rocket and balloon systems, and much more.
SSC Space also has one of the world's largest global networks of ground stations for satellite communications. We own and operate the Esrange Space Center in Kiruna, northern Sweden, with the aim of launching satellites in the near future.
 
Are you fueled by a passion for people and the ambition to create an awesome workplace? Are you ready to embark on an exciting journey with us to help Earth benefit from space?
 
If you answer yes to the questions above, we invite you to seize the opportunity to make a significant impact as Service Delivery Manager within our Connect Service Delivery team. We are looking for a dedicated individual who shares our core values: Customer Passion, Care, Collaboration, Curiosity, and Courage.
  
  
About the Team
SSC’s Connect division operates a global network of ~100 ground station antennas supporting scientific, Earth observation, navigation, and telecommunications missions. With engineering and operational hubs in Sweden, the US, and Chile, Connect ensures mission-critical communications for satellites around the world.
Within Connect, the Service Delivery department manages service commissioning, service-quality assurance, contract lifecycle management, and special operations (LEOP).
The Service Assurance team oversees service performance, reporting, and customer support throughout the lifecycle of on-orbit mission contracts.
 
Purpose of the Role
The Service Delivery Manager is responsible for ensuring successful execution and performance of customer contracts from service establishment through end of lifecycle. This role is the primary operational interface for customers, responsible for monitoring and reporting service performance, managing incidents, and facilitating contract renewals.

Responsibilities

Service Performance & Customer Interface

• Serve as the main operational point of contact for assigned customers.
• Monitor and track service performance across customer contracts.
• Prepare and deliver regular internal and external performance reports.
• Conduct internal service reviews and support preparations for contract renewal.
• Identify and manage scope creep, ensuring additional requests are properly evaluated and not accepted by default.

Incident Management

• Follow up on service-related incidents and initiate internal escalation when required.
• Ensure timely and accurate incident reporting to customers.

Contract Execution

• Oversee contract fulfilment and adherence to service commitments throughout the lifecycle.
• Provide input for customer invoicing and oversee accuracy of billable service components.
• Support project establishment and service lifecycle transitions.

Internal Collaboration

• Coordinate with internal engineering, operations, and management stakeholders.
• Trigger internal escalation processes to resolve service delivery risks.
• Drive service review actions and follow up to completion.

Requirements

• Bachelor’s degree in a scientific/technical field o equivalent experience managing technical customer accounts.
• Experience working directly with customers in a technical or service-oriented environment.
• Strong understanding of technical systems and operational instructions.
• Proficiency on JIRA, MS Excel, Power Point and SharePoint.
• Excellent communication and documentation abilities.
• Highly structured and organized approach.
• Business-oriented mindset with customer focus.
• Strong analytical abilities; able to interpret complex technical data.
• Self-driven with the ability to work independently.
• Effective team collaborator.
•  Contract management Experience (preferred).
• Driver’s license (preferred).

Benefits

What We Offer

• A unique opportunity to contribute to a wide range of projects and play an active role in both the Swedish and international space industry.
• Excellent opportunities for personal and career development.
• An exciting, international workplace characterized by an open atmosphere and proud employees all over the world.

 
Benefits Package 

• Medical, dental, and vision insurance
• Short- and long-term disability, life insurance, AD&D
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Accident and critical illness coverage
• Pet insurance
• 401(k) with company match + Roth 401(k) option

 
Location
This is a permanent full-time position located in Spring House, PA. Employees must be available to be in the office for a minimum of 3 days per week. Our new office is located in Spring House Innovation Park, a 133-acre research and business campus featuring a café, fitness center, conference facilities, outdoor patios, and walking trails - designed to foster creativity and collaboration. 
 
Next Step
If this opportunity sparks your interest, don’t wait to apply! We will review applications on an ongoing basis, and interviews will be conducted continuously.   
We kindly ask that you submit only your resume when applying. By focusing solely on resumes, we can ensure a fair and streamlined recruitment process that allows us to evaluate your skills and qualifications directly and consistently. 
Please be aware that this job posting may close earlier than the stated deadline if we receive a high volume of applications. This helps us maintain a fair and efficient recruitment process, ensuring each application receives proper attention. If you're interested, we encourage you to apply as soon as possible. 
This is a security-classified position and will require a background check prior to employment.   
   
WE HELP EARTH BENEFIT FROM SPACE 
SSC Space is a leading global provider of advanced space services, with more than 50 years of experience. We help space organizations, research institutes, commercial and institutional actors from all over the world to get access to space. 
With local presence on all continents and about 700 committed employees, we offer specialist expertise in satellite communications and control services, spacecraft operations, rocket and balloon systems, launch services, and engineering consultancy for space missions.