Malta-Based Service Delivery Manager (MS Dynamics MSP)

Black Pen Recruitment; København; On-site; DKK 673,000 - 972,000; Full time

Benefits offered by this job

Relocation package

Visa assistance

Onsite work

Job summary

Black Pen Recruitment is seeking an experienced Service Delivery Manager to relocate to Malta, joining a Microsoft Business Solutions team-backed role in a Big 4 consulting environment. You will own end-to-end service contracts, lead client relationships, and oversee ITIL-based incident, change and release processes to ensure high-quality service delivery.

In this role, you will collaborate across onshore, nearshore and offshore teams, drive renewals, manage commercial aspects, and report on

Qualifications

• Minimum of 7 years' service delivery management experience in IT/Managed Services.
• Excellent English communication; strong customer focus.
• Ability to interact with senior managers/directors.
• Proven problem-solving and analytical skills.
• Strong commercial acumen for opportunities and issues.
• Organised, delivery-focused with strong planning and process discipline.
• Time-management and urgency with team leadership experience.
• ITIL certified.

Responsibilities

• Provide end to end ownership of customer service contracts.
• Build relationships to ensure renewals year over year of managed service contracts.
• Financial responsibilities for the commercial elements of the customer service contracts.
• Work across ITIL-based incident, problem, change and release management processes to ensure excellent customer experience.
• Coordinate effort and liaise between onshore, nearshore and offshore teams.
• Ensure that an excellent service is delivered and end customers receive contracted services.
• Ensure effective management and escalation controls are in place.
• 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 and root cause analysis.
• Manage service improvement plans with end customers.
• Work as a team to continually improve our service.
• Follow client ISP and ISMP policies.

Skills

Service delivery

Communication

English

Customer focus

Problem solving

Commercial awareness

Time management

Leadership

Independent worker

ITIL certified

Job description

Black Pen Recruitment is seeking an experienced Service Delivery Manager to relocate to Malta, joining a Microsoft Business Solutions team-backed role in a Big 4 consulting environment. You will own end-to-end service contracts, lead client relationships, and oversee ITIL-based incident, change and release processes to ensure high-quality service delivery.

In this role, you will collaborate across onshore, nearshore and offshore teams, drive renewals, manage commercial aspects, and report on