Relocate to Malta Service Delivery Manager

Black Pen Recruitment; Abu Dhabi; On-site; AED 293,000 - 460,000; Full time

Benefits offered by this job

Relocation package

Job summary

Black Pen Recruitment is recruiting for a Service Delivery Manager to support a Microsoft Business Solutions client, a Microsoft Gold Partner delivering ERP and CE solutions. The role is onsite in Malta with visa and relocation support to Malta.

You will own customer contracts, drive renewals, manage commercial elements and collaborate across ITIL-based service streams. Ideal candidates have 7+ years of service delivery management experience, strong English communication, and the ability to

Qualifications

• Minimum of 7 years service delivery management experience in IT Support/Managed Services.
• Excellent command of English and strong communication skills.
• Able to engage at senior manager/director level and identify commercial opportunities.
• Demonstrated problem-solving ability with strong planning and time management.
• Organised, delivery-focused with ability to influence leadership communities.
• Able to work independently with minimal direction, ITIL certified.

Responsibilities

• Provide end to end ownership of customer service contracts.
• Build relationships to ensure annual renewals of managed service contracts.
• Manage financial aspects of the customer service contracts.
• Coordinate ITIL-based incident/problem/change/release processes to ensure excellent customer experience.
• Liaise between onshore, nearshore and offshore teams.
• Ensure contracted services are delivered and escalate where necessary.
• Act as primary contact and escalation point for contracted customers.
• Track service performance and report on SLAs & KPIs.
• Produce regular management reports and attend review meetings.
• Provide analysis and actions based on trends and root cause analysis.
• Manage service improvement plans with customers.
• Contribute to continual service improvement with the team.
• Follow client Information Security Policies at all times.

Skills

ITIL certified

Job description

Our clients Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsofts Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) software line. As they continue to grow and strengthen their support and managed services offerings they are seeking an experienced Service Delivery Manager to join their team.

Job Type: Full Time

Work Place: Onsite

Location: Malta Europe (Relocate to Malta)

Relocation: VISA & Relocation Package Included

Requirements

• Minimum of 7 years service delivery management experience working within an IT Support/Managed Services environment
• Good communication skills and an excellent command of English language
• Strong customer focus with the ability to operate at all contact levels including senior manager/director level
• Demonstrable problem-solving skills
• Strong commercial acumen with the ability to identify and effectively communicate commercial opportunities and issues
• Organised and delivery focused strong planning skills and process driven
• Superior time-management skills along with strong sense of urgency
• People orientated with team lead qualities with experience of influencing and impacting leadership communities at varying levels
• Able to work independently with minimal direction
• ITIL certified

Responsibilities

• Provide end to end ownership of customer service contracts
• Building relationships with customers to ensure renewals year on year of managed service contracts
• Financial Responsibilities for the commercial elements of the customer service contracts
• Work across our ITIL based services incident problem change and release management processes to make sure that excellent customer experience is always delivered
• Coordinate effort and liaise between onshore nearshore and offshore teams
• Ensure that an excellent service is being consistently delivered and end customers always receive the contracted services
• Ensure effective management and process controls are in place and escalation is effective where necessary
• Act as a point of contact and escalation for contracted end customers
• Track performance of services and prepare reporting on SLAs & KPIs
• Produce regular management reports for customers and attend review meetings
• Provide analysis feedback and actions based on trends root cause analysis and other reports
• Manage service improvement plans inclusive of formalised creation and ownership with end customers
• Working as a team to make sure continual improvement of our service
• The Employee is required to follow our clients Information Security Policies (ISP and ISMP) at all times

Microsoft Business Solutions Overview

Your long-term future is every bit as important to our client as it is to you. Thats why their aim is to give you experiences that will stay with you for a lifetime. Whether its great training and development mobility opportunities or corporate responsibility volunteering activities youll gain a wealth of experiences on which to build a rewarding career. Our client is a firm that encourages you to be yourself values your contribution and inspires you to act as a role model always focused on doing the right thing for each other their clients and their communities.

This sets out all the different ways youll be rewarded at the firm. Among other things you can benefit from honest conversations about your career as well as a range of other all these ways and more they have created an environment that can bring out the best in you.

#Bethechange and #makethechange. Join our clients talented successful team and make the leap into the future.

Dont worry our client knows that relocation can be a challenge which is why they have an extremely supportive onboarding team to help you throughout this process! - They provide relocation support for you and your family. Our client is looking forward to meeting you and seeing you grow.