Service Delivery Manager — Malta Relocation

Black Pen Recruitment; Dublin; On-site; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Relocation package

Visa support

Job summary

Black Pen Recruitment is seeking a Service Delivery Manager for relocation to Malta. The role requires 7+ years in service delivery within IT/Managed Services, strong English and leadership skills, and the ability to manage complex customer contracts.

Onsite work in Malta with visa and relocation package; ITIL certification and a customer-focused mindset are essential for success in this challenging consulting environment.

Qualifications

• Minimum of 7 years’ service delivery management experience in IT Support/Managed Services.
• Good communication skills and an excellent command of English.
• Strong customer focus with ability to operate at senior manager/director level.
• Demonstrable problem-solving skills.
• Strong commercial acumen to identify and communicate opportunities and issues.
• Organised and delivery focused with strong planning skills.
• Team leadership with experience influencing leadership communities.

Responsibilities

• Provide end to end ownership of customer service contracts.
• Build relationships with customers to ensure renewals of managed service contracts.
• Manage financials for commercial elements of contracts.
• Coordinate ITIL-based incident, problem, change and release processes.
• Coordinate between onshore, nearshore and offshore teams.
• Ensure delivery of contracted services and effective escalation.
• Track performance and prepare reporting on SLAs & KPIs.
• Produce regular management reports for customers and attend reviews.
• Provide analysis and root cause insights to drive improvements.
• Lead service improvement plans with end customers.
• Foster continual service improvements as part of the team.
• Follow client ISP and ISMP policies at all times.

Skills

Service delivery management

ITIL

English language

Communication

Leadership

Time management

Job description

Black Pen Recruitment is seeking a Service Delivery Manager for relocation to Malta. The role requires 7+ years in service delivery within IT/Managed Services, strong English and leadership skills, and the ability to manage complex customer contracts.

Onsite work in Malta with visa and relocation package; ITIL certification and a customer-focused mindset are essential for success in this challenging consulting environment.