Relocate to Malta Service Delivery Manager (Consulting/Big 4)
On-siteManagua, Managua Department, Nicaragua
Job Summary
Own end-to-end customer service contracts, building relationships to drive annual renewals while managing commercial elements and SLA/KPI reporting. Coordinate onshore, nearshore, and offshore teams to deliver ITIL-based services across incident, problem, change, and release management. Act as the primary escalation point for contracted end customers, ensuring effective process controls and service improvement plans are executed. Provide root cause analysis and trend feedback to drive continual service enhancement. Manage service delivery with strong planning and time-management skills within a Microsoft Gold Partner environment focused on enterprise ERP and Customer Engagement implementations.
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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