About the Role
Join a Microsoft Gold Partner as a Service Delivery Manager leading managed services and IT support operations. You will own customer service contracts end-to-end, manage relationships with medium to large organisations, and oversee the delivery of Microsoft Dynamics 365 (ERP and Customer Engagement) implementations and support services.
Key Responsibilities
- Provide end-to-end ownership of customer service contracts and manage financial responsibilities for commercial elements
- Build and maintain customer relationships to ensure year-on-year contract renewals and satisfaction
- Coordinate across onshore, nearshore, and offshore teams to deliver consistent, excellent service
- Manage ITIL-based processes including incident, problem, change, and release management
- Track service performance, prepare SLA and KPI reporting, and produce regular management reports for customers
- Act as primary point of contact and escalation for contracted end customers, ensuring contracted services are always delivered
- Develop and manage service improvement plans with customers based on trend analysis and root cause analysis
- Ensure effective management controls, process compliance, and information security policy adherence
Required Qualifications
- Minimum 7 years' service delivery management experience in IT Support or Managed Services environments
- ITIL certification
- Excellent English communication skills
- Strong customer focus and ability to engage at all levels, including senior management
- Demonstrated problem-solving and commercial acumen
- Strong planning, organisational, and time-management skills with process-driven approach
- Team leadership experience with ability to influence across varying organisational levels
- Ability to work independently with minimal direction
What We Offer
- Full relocation package including visa support and family assistance
- Supportive onboarding team to facilitate your transition to Malta
- Career development, training opportunities, and mobility within a leading consulting firm
- Collaborative environment focused on continuous improvement and professional growth
Location
Malta, Europe – Relocation required with full support provided.
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