Relocate to Malta Service Delivery Manager (Consulting / Big4)

Black Pen Recruitment; Doha; On-site; QAR 212,000 - 297,000; Full time

Job summary

A leading recruitment firm is seeking a Service Delivery Manager to join a Microsoft Gold Partner firm in Malta. The ideal candidate will have at least 7 years of service delivery management experience in IT Support, strong communication skills, and be ITIL certified. The role includes managing customer service contracts, ensuring delivery excellence, and coordinating between teams. Relocation assistance is provided, making it a great opportunity for professionals looking to enhance their careers in a supportive environment.

Benefits

Relocation support

Training opportunities

Career growth discussions

Qualifications

• Minimum of 7 years’ service delivery management experience in IT Support or Managed Services.
• Good command of the English language.
• Organised and delivery-focused with strong planning skills.

Responsibilities

• Provide end-to-end ownership of customer service contracts.
• Build relationships with customers to ensure renewals of managed service contracts.
• Manage financial aspects of customer service contracts.
• Coordinate efforts between onshore, nearshore, and offshore teams.

Skills

Service delivery management experience

Communication skills

Customer focus

Problem-solving skills

Commercial acumen

Time-management skills

Team leadership qualities

ITIL certification

Job description

Our client’s Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations. They provide their clients with the ability to keep up with the ever-changing digital world by implementing Microsoft’s Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) software line. As they continue to grow and strengthen their support and managed services offerings, they are seeking an experienced Service Delivery Manager to join their team.

Job 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 working within an IT Support / Managed Services environment
• Good communication skills and an excellent command of the English language
• Strong customer focus with the ability to operate at all contact levels including senior management / 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, with strong planning skills and process-driven approach
• Superior time-management skills along with a strong sense of urgency
• People-oriented, with team leadership qualities, and experience influencing leadership communities at various levels
• Able to work independently with minimal supervision
• ITIL certified

Responsibilities

• Provide end-to-end ownership of customer service contracts
• Build relationships with customers to ensure renewals of managed service contracts year on year
• Manage financial aspects of customer service contracts
• Work across ITIL-based services, incident, problem, change, and release management processes to ensure excellent customer experience
• Coordinate efforts and liaise between onshore, nearshore, and offshore teams
• Ensure consistent delivery of contracted services to end customers
• Implement effective management and process controls, with escalation procedures where necessary
• Act as a point of contact and escalation for contracted end customers
• Track service performance and prepare reports on SLAs & KPIs
• Produce regular management reports and attend review meetings
• Analyze trends and root causes to provide feedback and actions
• Manage service improvement plans with end customers
• Collaborate with the team for continual service improvement
• Follow the client’s Information Security Policies (ISP and ISMP) at all times

Microsoft Business Solutions Overview

Our client is committed to providing long-term career development opportunities, including training, mobility options, and community involvement activities. They foster an environment that encourages authenticity, values contributions, and inspires leadership. They offer various rewards and promote honest conversations about career growth, aiming to bring out the best in their team members.

Relocation support is available to assist with the transition, including assistance for family relocation. The client looks forward to welcoming new team members and supporting their growth.