Our client’s Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organizations. They help their clients stay ahead in the digital world by implementing Microsoft’s Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) line.
As they continue to grow their support and managed services offerings, they are seeking 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 and ability to engage at all levels, including senior management
Problem-solving skills
Commercial acumen to identify and communicate business opportunities and issues
Organized, delivery-focused, with strong planning skills and process orientation
Excellent time management and sense of urgency
People-oriented with leadership qualities and experience influencing teams and leadership
Ability to work independently with minimal supervision
ITIL certification
Responsibilities Own end-to-end customer service contracts
Build and maintain relationships to ensure contract renewals
Manage financial aspects of service contracts
Coordinate across ITIL-based processes: incident, problem, change, and release management
Liaise between onshore, nearshore, and offshore teams
Ensure consistent delivery of contracted services
Implement and oversee process controls and escalation procedures
Serve as point of contact and escalation for customers
Monitor service performance and report on SLAs & KPIs
Produce management reports and participate in review meetings
Analyze trends and root causes to improve services
Manage service improvement plans with customers
Collaborate with team for continuous service improvement
Adhere to client’s Information Security Policies (ISP and ISMP)
About Microsoft Business Solutions Our client values long-term relationships and offers extensive training, development, and mobility opportunities. They promote a culture of authenticity, contribution, and inspiration, encouraging employees to act as role models and prioritize doing the right thing for each other, clients, and communities.
They offer various rewards, honest career conversations, and an environment that nurtures your potential. Join their talented team and make a meaningful impact on the future.
The client provides comprehensive relocation support for you and your family, with a dedicated onboarding team to assist throughout the process. They look forward to meeting you and supporting your growth.
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