Ph3Relocate to Malta Service Delivery Manager (Consulting/Big 4) /h3 pbJob Type: /b Full Time /p pbWork Place: /b Onsite /p pbLocation: /b Malta, Europe (Relocate to Malta) /p pbRelocation: /b VISA Relocation Package Included /p h3Requirements /h3 ul liMinimum of 7 years’ service delivery management experience working within an IT Support/Managed Services environment /li liGood communication skills and an excellent command of English language /li liStrong customer focus with the ability to operate at all contact levels including senior manager/director level /li liDemonstrable problem‑solving skills /li liStrong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues /li liOrganised and delivery focused, strong planning skills and process driven /li liSuperior time‑management skills along with strong sense of urgency /li liPeople orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels /li liAble to work independently with minimal direction /li liITIL certified /li /ul h3Responsibilities /h3 ul liProvide end to end ownership of customer service contracts /li liBuilding relationships with customers to ensure renewals year on year of managed service contracts /li liFinancial Responsibilities for the commercial elements of the customer service contracts /li liWork across our ITIL based services, incident, problem, change and release management processes to make sure that excellent customer experience is always delivered /li liCoordinate effort and liaise between onshore, nearshore and offshore teams /li liEnsure that an excellent service is being consistently delivered, and end customers always receive the contracted services /li liEnsure effective management and process controls are in place, and escalation is effective where necessary /li liAct as a point of contact and escalation for contracted end customers /li liTrack performance of services and prepare reporting on SLAs KPIs /li liProduce regular management reports for customers and attend review meetings /li liProvide analysis, feedback and actions based on trends, root cause analysis and other reports /li liManage service improvement plans, inclusive of formalised creation and ownership with end customers /li liWorking as a team to make sure continual improvement of our service /li liThe Employee is required to follow our client’s Information Security Policies (ISP and ISMP) at all times /li /ul /p #J-18808-Ljbffr