Relocate to Malta Service Delivery Manager (Consulting/Big 4)
On-siteNicosia, Nicosia, Cyprus
Job Summary
Own end-to-end customer service contracts, building relationships to secure annual renewals and managing financial elements of these agreements. Coordinate onshore, nearshore, and offshore teams while acting as the primary escalation point for contracted end customers. Ensure excellent service delivery through incident, problem, change, and release management processes, tracking SLAs and KPIs to drive performance analysis and service improvement plans. Produce regular management reports, attend review meetings, and manage formalized service improvement initiatives with customers. Maintain effective process controls and escalations to ensure contracted services are consistently delivered.
Required Qualifications
- Minimum of 7 years' service delivery management experience 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 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
- Relocate to Malta
- VISA & Relocation Package Included
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