Service Delivery Manager jobs in United Arab Emirates

Our client’s Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations. They provide their clients with the ability to adapt to the digital world by implementing Microsoft’s Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) line.

As they continue to grow their support and managed services, 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

• Minimum of 7 years’ service delivery management experience within an IT Support / Managed Services environment
• Excellent communication skills and command of English
• Strong customer focus, able to operate at all contact levels including senior management
• Proven problem-solving skills
• Strong commercial acumen to identify and communicate opportunities and issues
• Organized, delivery-focused with strong planning skills
• Excellent time-management skills and sense of urgency
• People-oriented with leadership qualities and experience influencing teams
• Able to work independently with minimal supervision
• ITIL certification

• Own end-to-end customer service contracts
• Build relationships to ensure contract renewals
• Manage financial aspects of service contracts
• Coordinate across ITIL-based processes: incident, problem, change, and release management
• Liaise between onshore, nearshore, and offshore teams
• Ensure consistent delivery of contracted services
• Manage escalations and process controls
• Act as primary contact and escalation point for customers
• Track service performance and report on SLAs & KPIs
• Produce management reports and participate in review meetings
• Analyze trends and conduct root cause analysis
• Manage service improvement plans with customers
• Contribute to continual service improvement as part of the team
• Follow client’s Information Security Policies (ISP and ISMP)

Our client values long-term relationships and offers extensive training, development, mobility, and community activities. They foster an environment of authenticity and contribution, encouraging you to be yourself and act as a role model.

Relocation support is available to help you and your family transition smoothly. Join their talented team and make a meaningful impact on your career and community.