Malta Relocation: Service Delivery Manager (IT)

Black Pen Recruitment; Kampung Malaysia Tambahan; Sur place; MYR 277 000 - 415 000; Plein temps

Avantages offerts par ce poste

Relocation package

Visa support

Onsite relocation assistance

Résumé du poste

Black Pen Recruitment is seeking an experienced Service Delivery Manager to relocate to Malta and lead end-to-end management of Microsoft Business Solutions customer service contracts. You will build strong relationships with clients, coordinate cross-functional teams across onshore, nearshore and offshore locations, and ensure renewals and service quality in a fast-growing environment.

The role requires 7+ years in service delivery within IT support/Managed Services, excellent English

Qualifications

• 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

Responsabilités

• 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

Connaissances

Service delivery management

Leadership

Customer focus

Communication skills

Problem solving

Commercial acumen

Planning & organisation

Time management

Team leadership

ITIL certified

Description du poste

Black Pen Recruitment is seeking an experienced Service Delivery Manager to relocate to Malta and lead end-to-end management of Microsoft Business Solutions customer service contracts. You will build strong relationships with clients, coordinate cross-functional teams across onshore, nearshore and offshore locations, and ensure renewals and service quality in a fast-growing environment.

The role requires 7+ years in service delivery within IT support/Managed Services, excellent English