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28 Stellen · nach Relevanz

Black Pen Recruitment

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

Anzeige auf Englisch

ArbeitsortBerlin
+ 1 weitere
Berlin
BeschäftigungVollzeit
Gehalt75.000–100.000 € brutto/Jahr
HomeofficeKeine Angabe
Jetzt bewerben
  • 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

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