Malta Onsite Service Delivery Manager – Relocation Covered

Black Pen Recruitment; Ventanilla; Presencial; PEN 233.554 - 350.331; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Relocation package included

Visa assistance

Descripción de la vacante

Black Pen Recruitment is assisting with a relocate-to-Malta Service Delivery Manager role in our Microsoft Business Solutions practice. The position is full-time, onsite in Malta, with visa and relocation package included.

You will own end-to-end service delivery, build client relationships, manage renewals and the commercial aspects of contracts. You’ll coordinate ITIL-based processes and lead cross-site teams to deliver exceptional service.

Formación

• Minimum 7 years’ service delivery management experience in IT Support/Managed Services
• Excellent command of English
• Strong customer focus across levels including senior management
• Demonstrable problem-solving skills
• Strong commercial acumen with ability to identify opportunities and communicate them
• Organised and delivery-focused with strong planning skills and processes
• Superior time-management with sense of urgency
• People-oriented with team-lead qualities and ability to influence leadership
• Able to work independently with minimal direction
• ITIL certified

Responsabilidades

• Own end-to-end ownership of customer service contracts
• Build relationships with customers to ensure renewals year on year
• Handle the commercial elements of customer service contracts
• Coordinate ITIL-based processes (incident, problem, change, release) to ensure excellent service
• Coordinate effort between onshore, nearshore and offshore teams
• Ensure consistent service delivery and contracted services delivered
• Ensure effective management and escalation processes
• Serve as point of contact for end customers
• Track service performance and produce SLA/KPI reports
• Produce regular management reports and attend review meetings
• Provide analysis and actions based on trends and root cause reports
• Manage service improvement plans with end customers
• Work as a team to continually improve service
• Adhere to client ISP and ISMP policies

Conocimientos

Communication

English proficiency

Customer-focused

Problem solving

Commercial acumen

Organised / planning

Time management

Leadership / team lead

Independent worker

ITIL

Herramientas

ITIL

Descripción del empleo

Black Pen Recruitment is assisting with a relocate-to-Malta Service Delivery Manager role in our Microsoft Business Solutions practice. The position is full-time, onsite in Malta, with visa and relocation package included.

You will own end-to-end service delivery, build client relationships, manage renewals and the commercial aspects of contracts. You’ll coordinate ITIL-based processes and lead cross-site teams to deliver exceptional service.