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

Black Pen Recruitment; Madrid; Presencial; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

A recruitment firm is seeking an experienced Service Delivery Manager to oversee customer service contracts and ensure quality delivery of IT support services. Candidates should have a minimum of 7 years in service delivery management, strong communication skills, and ITIL certification. This role includes managing contract renewals, financial aspects of services, and facilitating collaboration among various teams to maintain high service standards.

Servicios

Relocation package

Comprehensive training and development

Onboarding support

Formación

• Minimum of 7 years’ service delivery management experience in IT Support / Managed Services.
• Excellent command of English and strong customer focus.
• ITIL certification is required.

Responsabilidades

• Own end-to-end customer service contracts and ensure contractual compliance.
• Manage financial aspects of service contracts and monitor service performance.
• Coordinate across ITIL-based processes and liaise between various teams.

Conocimientos

Service delivery management

Communication

Customer focus

Problem-solving

Planning

Time management

Leadership

ITIL certification

Descripción del empleo

Our client’s Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organizations. They help their clients stay ahead in 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 offerings, they are seeking an experienced Service Delivery Manager to join their team.

Job Details

• Type: Full Time
• Workplace: Onsite
• Location: Malta, Europe (Relocate to Malta)
• Relocation: VISA & Relocation Package Included

Requirements

• Minimum of 7 years’ service delivery management experience in IT Support / Managed Services
• Excellent communication skills and command of English
• Strong customer focus and ability to engage at all levels, including senior management
• Problem-solving skills
• Commercial acumen to identify and communicate business opportunities and issues
• Organized, delivery-focused, with strong planning skills and process orientation
• Excellent time management and sense of urgency
• People-oriented with leadership qualities and experience influencing teams and leadership
• Ability to work independently with minimal supervision
• ITIL certification

Responsibilities

• Own end-to-end customer service contracts
• Build and maintain 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
• Implement and oversee process controls and escalation procedures
• Serve as point of contact and escalation for customers
• Monitor service performance and report on SLAs & KPIs
• Produce management reports and participate in review meetings
• Analyze trends and root causes to improve services
• Manage service improvement plans with customers
• Collaborate with team for continuous service improvement
• Adhere to client’s Information Security Policies (ISP and ISMP)

About Microsoft Business Solutions

Our client values long-term relationships and offers extensive training, development, and mobility opportunities. They promote a culture of authenticity, contribution, and inspiration, encouraging employees to act as role models and prioritize doing the right thing for each other, clients, and communities.

They offer various rewards, honest career conversations, and an environment that nurtures your potential. Join their talented team and make a meaningful impact on the future.

The client provides comprehensive relocation support for you and your family, with a dedicated onboarding team to assist throughout the process. They look forward to meeting you and supporting your growth.