Relocate to Malta Service Delivery Manager (Consulting/Big 4)
On-siteGeorgetown, Demerara-Mahaica, Guyana
Job Summary
Provide end-to-end ownership of customer service contracts, building relationships to ensure annual renewals and managing financial responsibilities for commercial elements. Coordinate efforts across onshore, nearshore, and offshore teams while acting as the primary point of contact and escalation for contracted end customers. Work within ITIL-based processes for incidents, problems, changes, and releases to deliver excellent service, ensuring effective management, process controls, and timely escalations. Track performance against SLAs and KPIs, produce management reports, and lead service improvement plans based on root cause analysis.
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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