Lead and coordinate the service team within the assigned scope of work, ensuring efficient execution of activities and alignment with contractual commitments.
Act as the primary interface between the service team, customer Technical Responsible(s), and HE Space Contracts Manager.
Ensure timely and accurate service reporting in accordance with customer and company requirements.
Monitor service performance and ensure delivery of high-quality results that meet agreed service levels and key performance indicators (KPIs).
Ensure compliance with all reporting obligations and deadlines established by HE Space and the customer.
Plan, prioritize, assign, and monitor tasks across the team, maintaining clear documentation and traceability of responsibilities.
Organize adequate resource coverage during absences and proactively identify staffing needs, escalating requirements to the Contracts Manager when necessary.
Identify, communicate, and manage risks, issues, and challenges, ensuring timely escalation to the customer, Contracts Manager, HR, or other relevant stakeholders.
Support customer satisfaction by understanding evolving customer needs and advising management on opportunities to enhance service delivery and performance.
Drive continuous improvement initiatives and contribute innovative ideas to increase service efficiency, customer value, and business growth opportunities.
Contribute to resource management activities, including annual performance reviews, skills assessments, succession planning, and the identification of training and development needs.
Foster a collaborative, positive, and high-performing team environment that encourages professional growth and accountability.