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.Job Type: Full TimeWork Place: OnsiteLocation: Malta, Europe (Relocate to Malta)Relocation: VISA & Relocation Package IncludedRequirementsMinimum of 7 years' service delivery management experience working within an IT Support/Managed Services environmentGood communication skills and an excellent command of English languageStrong customer focus with the ability to operate at all contact levels including senior manager/director levelDemonstrable problem-solving skillsStrong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issuesOrganised and delivery focused, strong planning skills and process drivenSuperior time-management skills along with strong sense of urgencyPeople orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levelsAble to work independently with minimal directionITIL certifiedResponsibilitiesProvide end to end ownership of customer service contractsBuilding relationships with customers to ensure renewals year on year of managed service contractsFinancial Responsibilities for the commercial elements of the customer service contractsWork across our ITIL based services, incident, problem, change and release management processes to make sure that excellent customer experience is always deliveredCoordinate effort and liaise between onshore, nearshore and offshore teamsEnsure that an excellent service is being consistently delivered, and end customers always receive the contracted servicesEnsure effective management and process controls are in place, and escalation is effective where necessaryAct as a point of contact and escalation for contracted end customersTrack performance of services and prepare reporting on SLAs & KPIsProduce regular management reports for customers and attend review meetingsProvide analysis, feedback and actions based on trends, root cause analysis and other reportsManage service improvement plans, inclusive of formalised creation and ownership with end customersWorking as a team to make sure continual improvement of our serviceThe Employee is required to follow our client's Information Security Policies (ISP and ISMP) at all times
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