Service Delivery Manager

Overview

Location:
Spring House, PA (Hybrid)
Welcome to SSC – Swedish Space Corporation, 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, space consulting services, rocket and balloon systems, flight test services, satellite propulsion systems, and much more. SSC also operates one of the world’s largest global networks of ground stations for satellite communications and owns and operates the Esrange Space Center in Kiruna, northern Sweden, with the aim of launching satellites in the near future.

Location Spring House, PA (Hybrid) Refers to SSC’s Connect division, which operates a global network of ground station antennas supporting scientific, Earth observation, navigation, and telecommunications missions. Engineering and operational hubs are in Sweden, the US, and Chile. Connect ensures mission-critical communications for satellites around the world.

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.

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.

• Bachelor’s degree in a scientific/technical field or 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).

• 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.

• 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.

• 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

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