Malta Relocation: Service Delivery Manager (D365)

Black Pen Recruitment; Cape Town; On-site; ZAR 1,313,000 - 1,876,000; Full time

Benefits offered by this job

Relocation package

Visa assistance

Job summary

Black Pen Recruitment is seeking a Service Delivery Manager ready to relocate to Malta. This full-time role in a consulting/Big 4 setting will own end-to-end service delivery contracts and build strong relationships with senior stakeholders.

You will coordinate ITIL-based processes, drive renewals, manage commercial elements, and report on SLAs and KPIs. Lead cross-functional teams across onshore, nearshore and offshore locations to ensure consistent service.

Qualifications

• Minimum 7 years in IT service delivery management.
• Excellent English communication.
• Strong ability to renew contracts with clients.
• Ability to work across cross-functional teams.
• ITIL certification confirmed.

Responsibilities

• Own end-to-end customer service contracts.
• Build relationships to ensure renewals of managed service contracts.
• Manage the commercial elements of customer contracts.
• Coordinate ITIL-based processes (incidents, changes, releases) to ensure quality service.
• Coordinate onshore, nearshore and offshore teams.
• Ensure contracted services are consistently delivered.
• Manage and escalate issues; ensure adherence to controls.
• Provide regular reporting on SLAs & KPIs; attend review meetings.
• Follow client ISP and ISMP policies at all times.

Skills

Communication skills

English fluency

Customer focus

Problem solving

Commercial acumen

Time management

Leadership qualities

Independent worker

ITIL certified

Job description

Black Pen Recruitment is seeking a Service Delivery Manager ready to relocate to Malta. This full-time role in a consulting/Big 4 setting will own end-to-end service delivery contracts and build strong relationships with senior stakeholders.

You will coordinate ITIL-based processes, drive renewals, manage commercial elements, and report on SLAs and KPIs. Lead cross-functional teams across onshore, nearshore and offshore locations to ensure consistent service.