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

Black Pen Recruitment; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment firm is seeking an experienced Service Delivery Manager to oversee customer service contracts in an IT Support environment. The candidate should have at least 7 years of relevant experience, strong communication skills, and ITIL certification. Responsibilities include managing relationships, ensuring renewal of contracts, and maintaining service quality. This role involves relocation support for you and your family, emphasizing a supportive onboarding process.

Benefits

Relocation package

Training and development opportunities

Supportive onboarding team

Qualifications

• Minimum of 7 years of service delivery management experience in IT Support or Managed Services.
• Excellent command of the English language.
• Strong ability to manage customer relationships at all levels.

Responsibilities

• Provide ownership of customer service contracts.
• Build relationships to ensure service contract renewals.
• Financial management of customer service contracts.

Skills

Service delivery management

Good communication skills

Customer focus

Problem-solving skills

Commercial acumen

Time-management skills

Team leadership qualities

ITIL certification

Job description

Job Summary

Full Time, Onsite, Malta, Europe (Relocate to Malta). 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.