Job Description

Our clientxe2x80x99s 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 Microsoftxe2x80x99s 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 IncludedRequirements

• Minimum of 7 yearsxe2x80x99 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

Responsibilities

• Provide end to end ownership of customer service contracts
• Building relationships with customers to ensure renewals year on year of managed service contracts
• Financial Responsibilities for the commercial elements of the customer service contracts
• Work across our ITIL based services, incident, problem, change and release management processes to make sure that excellent customer experience is always delivered
• Coordinate effort and liaise between onshore, nearshore and offshore teams
• Ensure that an excellent service is being consistently delivered, and end customers always receive the contracted services
• Ensure effective management and process controls are in place, and escalation is effective where necessary
• Act as a point of contact and escalation for contracted end customers
• Track performance of services and prepare reporting on SLAs & KPIs
• Produce regular management reports for customers and attend review meetings
• Provide analysis, feedback and actions based on trends, root cause analysis and other reports
• Manage service improvement plans, inclusive of formalised creation and ownership with end customers
• Working as a team to make sure continual improvement of our service
• The Employee is required to follow our clientxe2x80x99s Information Security Policies (ISP and ISMP) at all times

Microsoft Business Solutions OverviewYour long-term future is every bit as important to our client as it is to you. Thatxe2x80x99s why their aim is to give you experiences that will stay with you for a lifetime. Whether itxe2x80x99s great training and development, mobility opportunities or corporate responsibility volunteering activities xe2x80x93 youxe2x80x99ll gain a wealth of experiences on which to build a rewarding career. Our client is a firm that encourages you to be yourself, values your contribution, and inspires you to act as a role model, always focused on doing the right thing for each other, their clients, and their communities.This sets out all the different ways youxe2x80x99ll be rewarded at the firm. Among other things, you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, they have created an environment that can bring out the best in you.#Bethechange and #makethechange. Join our clientxe2x80x99s talented, successful team and make the leap into the future.Donxe2x80x99t worry, our client knows that relocation can be a challenge, which is why they have an extremely supportive onboarding team to help you throughout this process! - They provide relocation support for you and your family. Our client is looking forward to meeting you and seeing you grow.

Black Pen Recruitment