Relocate to Malta Service Delivery Manager (Consulting/Big 4)

Black Pen Recruitment; Santiago; On-site; CLP 63,404,000 - 95,105,000; Full time

Benefits offered by this job

VISA & Relocation Package

Training and development opportunities

Supportive onboarding team

Job summary

A leading recruitment agency is seeking a Service Delivery Manager for their client, a Microsoft Gold Partner in Santiago, Chile. In this role, you will manage customer service contracts, ensuring renewals and excellent service delivery. Candidates should possess over 7 years of experience in service delivery management within IT Support and effective communication skills. The position also offers relocation support to Malta, ensuring proper onboarding. The agency values individuality and career growth.

Qualifications

• Minimum of 7 years’ service delivery management experience in IT Support/Managed Services.
• Excellent command of English.
• Strong customer focus and ability to operate at senior management level.
• Demonstrable problem-solving skills.
• Organized and delivery focused.
• Organised, delivery-focused with strong planning skills.
• Superior time-management and sense of urgency.
• People-oriented with team leadership experience and influencing skills.
• Ability to work independently with minimal direction.
• ITIL certified.

Responsibilities

• Provide end-to-end ownership of customer service contracts.
• Build relationships with customers to ensure contract renewals.
• Manage financial elements of service contracts.
• Ensure excellent customer experience through ITIL processes.
• Coordinate between onshore, nearshore, and offshore teams.
• Ensure consistent delivery of contracted services.
• Maintain effective management controls and escalation paths.
• Serve as contact and escalation point for customers.
• Track service performance and report on SLAs & KPIs.
• Provide regular management reports and attend review meetings.
• Analyze trends and root causes to drive improvements.
• Lead service-improvement plans with customers.
• Collaborate as a team to continually improve service.
• Adhere to client Information Security Policies.

Skills

Service delivery management

Communication skills

Customer focus

Problem-solving skills

Commercial acumen

Strong planning skills

Time-management skills

Team leadership

Independence

ITIL certification

Job description

Our client’s 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 Microsoft’s 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 client’s 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. That’s why their aim is to give you experiences that will stay with you for a lifetime. Whether it’s great training and development, mobility opportunities or corporate responsibility volunteering activities – you’ll 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 you’ll be rewarded at the firm. Among other things, you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, they have created an environment that can bring out the best in you.

#Bethechange and #makethechange. Join our client’s talented, successful team and make the leap into the future.

Don’t 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.