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.