Malta-Based Senior Service Delivery Professional Wanted

2 weeks ago

Tallinn, Harjumaa, Estonia beBeeServiceDeliveryManager Full time €60,000 - €80,000

Our client's Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations, providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsoft's Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) software line. As they continue to grow and strengthen their support and managed services offerings, they are seeking an experienced Service Delivery Manager to join their team.

Key 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

Requirements

  • A minimum of 7 years' experience in Service Delivery Management 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 a 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

Benefits

  • A relocation package to help you settle in Malta
  • An opportunity to work with a leading Microsoft partner in the region
  • A supportive onboarding process to ensure your transition is seamless
  • Ongoing training and development opportunities to enhance your skills and knowledge

About Us

We are a dynamic and forward-thinking organisation committed to delivering exceptional service to our clients. We believe in investing in our employees and providing them with the tools and resources needed to succeed. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.

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