Service Manager - Leadership Assessment Program - European Space Agency

Service Manager – Leadership Assessment Programmes – European Space Agency

Location: Europe (Remote with occasional travel to ESA sites)

Type: Full-Time – Permanent

About the Opportunity

Octagon Professionals is seeking an experienced Service Manager to lead the delivery of a major Leadership Competency Assessment (LCA) programme for the European Space Agency. You will take full ownership of the end-to-end service lifecycle, ensuring high-quality delivery, governance, stakeholder engagement, and continuous improvement.

Role Responsibilities

• Ownership of the end-to-end LCA service lifecycle, covering design, development, implementation, and operational delivery.

• Act as the primary point of contact for ESA and key stakeholders.

• Oversee the design, development, and rollout of the LCA framework, including tools, methodologies, and workflows.

• Coordinate and lead cross-functional teams and subcontractors involved in assessment delivery, analytics, reporting, and support services.

• Manage service delivery performance, including planning, milestones, risks, dependencies, and resources.

• Define, monitor, and report on KPIs and service performance metrics.

• Ensure delivery of all outputs, tools, reports, and documentation in line with agreed requirements.

• Oversee dashboards and tracking mechanisms to ensure real-time visibility of service status, costs, and planning.

• Facilitate stakeholder engagement and feedback loops to drive service alignment and improvement.

• Ensure compliance with contractual obligations, data protection, and security requirements.

• Provide regular reporting and strategic insights to ESA senior stakeholders.

• Ensure provision of helpdesk and operational support services.

• Provide leadership and direction to teams, ensuring accountability, performance, and collaboration.

• Promote a culture of quality, service excellence, and continuous improvement.

Essential Skills and Experience

• Master’s degree in Business Administration, Human Resources, Psychology, Management, or related discipline.

• Minimum 10 years of relevant professional experience.

• Minimum 5 years of experience managing complex services or professional service contracts.

• Experience managing multidisciplinary teams and subcontractors.

• Strong stakeholder management and service governance experience.

• Proven ability to manage end-to-end service delivery in complex environments.

Desirable Skills and Experience

• PRINCE2, PMP, or equivalent certification.

• Experience working with ESA, EU institutions, or international organisations.

• Experience managing HR, talent management, or assessment services.

• Familiarity with service management frameworks (e.g. ITIL).

Package:

• Opportunity to contribute to a prestigious European leadership assessment programme.

• Flexible working arrangements.

• International and multicultural environment.

• Long-term growth opportunities linked to ESA programmes.