Senior Service Delivery Manager — MSP for Dynamics 365

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

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