Relocate to Malta Service Delivery Manager (Consulting/Big 4)

Relocate to Malta Service Delivery Manager (Consulting/Big 4) Job Type: Full Time Work Place: 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 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 Responsibilities • 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