Job Description

Job Summary

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Full Time, Onsite, Malta, Europe (Relocate to Malta). VISA & Relocation Package Included.

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Requirements

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- Minimum of 7 years' service delivery management experience working within an IT Support/Managed Services environment
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- Valuable communication skills and an excellent command of English language
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- Strong customer focus with the ability to operate at all contact levels including senior manager/director level
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- Demonstrable problem-solving skills
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- Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
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- Organised and delivery focused, strong planning skills and process driven
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- Superior time-management skills along with strong sense of urgency
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- People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
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- Able to work independently with minimal direction
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- ITIL certified
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Responsibilities

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

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Your long-term future is every bit as important to our client as it is to you. That's why their 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. 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.

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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, they have created an environment that can bring out the best in you.

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#Bethechange and #makethechange. Join our client's talented, successful team and make the leap into the future.

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Don't 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.

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