Relocate to Malta Service Delivery Manager (Consulting/Big 4)
Core
End-to-end ownership of customer service contracts and managed service delivery for Microsoft Dynamics 365 implementations.
Role type
Senior Service Delivery Manager (IT Managed Services)
Builds
Managed service contracts and customer service experiences for medium to large organizations
Domain
IT Services / Microsoft Dynamics 365 / ERP & Customer Engagement
Deliverable
client delivery
Required skills
Service delivery management, ITIL framework expertise, contract financial management, SLA/KPI tracking, cross-timezone coordination, root cause analysis, service improvement planning
Preferred skills
Commercial acumen, leadership influence, independent operation
Technologies
Microsoft Dynamics 365, ITIL processes
Responsibilities
Provide end to end ownership of customer service contracts, Build 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 ITIL based services (incident, problem, change, release management), Coordinate effort and liaise between onshore, nearshore and offshore teams, Track performance of services and prepare reporting on SLAs & KPIs, Manage service improvement plans inclusive of formalised creation and ownership with end customers
Seniority
Senior, hands-on IC with team lead qualities
