Relocate to Malta Service Delivery Manager
Black Pen Recruitment
- Bratislava, Bratislavský kraj
- Trvalý pracovný pomer
- Plný úväzok
- Minimum of 5 years service delivery management experience working within an IT Support/Managed Services environment
- ITIL certified
- 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
- 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 the 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 formalized creation and ownership with end customers
- Working as a team to make sure continual improvement of service