Our client’s Microsoft Business Solutions team, a Microsoft Gold Partner, specializes in software implementations for medium to large organizations, focusing on Microsoft Dynamics 365 (D365) ERP and Customer Engagement (CE) software. As they expand their support and managed services, they seek an experienced Service Delivery Manager to join their team.
Job Details
* 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 in IT Support/Managed Services
* Excellent communication skills and command of English
* Strong customer focus, capable of engaging at all contact levels
* Problem-solving skills
* Commercial acumen to identify and communicate opportunities and issues
* Organized, delivery-focused, with strong planning skills
* Time-management skills with a sense of urgency
* People-oriented with leadership qualities and influencing skills
* Ability to work independently
* ITIL certification
Responsibilities
* Ownership of customer service contracts
* Building and maintaining customer relationships for contract renewals
* Managing financial aspects of service contracts
* Ensuring service delivery aligns with ITIL processes
* Coordinating between onshore, nearshore, and offshore teams
* Maintaining high service quality and managing escalations
* Acting as point of contact and escalation for clients
* Monitoring service performance and reporting on SLAs & KPIs
* Producing management reports and conducting review meetings
* Analyzing trends and root causes for continuous improvement
* Managing service improvement plans with clients
* Collaborating with the team for ongoing service enhancement
* Adhering to client’s Information Security Policies
Employee Benefits
Our client values your long-term growth, offering training, development, mobility, and community activities. They foster an environment of authenticity, contribution, and integrity, rewarding your efforts and supporting your career journey.
Relocation support is available to assist you and your family through the onboarding process. Our client looks forward to welcoming and developing you.
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