Senior Managed Services Operations Manager

Our client 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 Microsoft's 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 Time

Work Place: Onsite

Location: Malta, Europe (Relocate to {location})

Relocation: VISA & Relocation Package Included

• 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 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 formalized creation and ownership with end customers
• Work as a team to ensure continual improvement of our service
• The employee is required to follow our client's Information Security Policies (ISP and ISMP) at all times

• 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
• Organized and delivery-focused, strong planning skills and process-driven
• Superior time-management skills along with strong sense of urgency
• People-oriented, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
• Able to work independently with minimal direction
• ITIL certified

Your long-term future is every bit as important to us as it is to you. That's why our aim is to give you experiences that will stay with you for a lifetime. Whether it's great training and development, mobility opportunities, or corporate responsibility volunteering activities – you'll gain a wealth of experiences on which to build a rewarding career. We are 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, our clients, and our communities.

This sets out all the different ways you'll 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, we have created an environment that can bring out the best in you.

Don't worry, we know that relocation can be a challenge, which is why we have an extremely supportive onboarding team to help you throughout this process - we provide relocation support for you and your family. We are looking forward to meeting you and seeing you grow.