We currently have a vacancy for a Service Delivery Manager fluent in English, to offer his/her services as an expert who will be based in Malta. In the context of the first assignment, the successful candidate will be integrated in the Development team of the company that will closely cooperate with a major client's IT team on site and off site.

Your tasks

Primary Management Contact & Escalation Lead: Acts as the main point of contact for the management team regarding service performance, delivery oversight, incident escalations, and continuous improvement;
Team Supervision & Operational Oversight: Oversees and directs the daily activities of the multidisciplinary team ensuring aligned resource allocation and scheduling;
Conducts monthly service reviews with management, Tower Leads, Service Managers, and PMO to review SLA performance, open incidents, change requests, and continuous improvement actions;
SLA/KPI Monitoring & Reporting: Ensures overall compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs);
Addresses client feedback directly to ensure services continuously meet customer expectations and organizational needs;
Continuous Service Improvement (CSI) & Problem Management: Drives continuous service maturity, oversees problem records for recurring incidents, and proposes optimization measures

Requirements

Bachelor Degree in IT combined with minimum of 10 years of relevant experience managing support services, explicitly encompassing;
Experience with coordination of multidisciplinary teams and Stakeholder engagement;
Experience with SLA and KPI tracking;
Experience with Continuous service improvement (CSI);
Experience with Service catalogue lifecycle management;
Experience with Vendor governance across complex environments;
Mandatory certification: A valid ITIL Managing Professional (ITIL MP) or ITIL 4 Strategic Leader (ITIL SL) certification (or equivalent);
Excellent command of the English language.

Benefits

If you are seeking a career in an exciting and dynamic company, where you will offer your services as part of a team of a major European Institution, operating in an international, multilingual and multicultural environment where you can expect real chances to make a difference, please send us your detailed CV in English.

We offer a competitive remuneration (either on contract basis or remuneration with full benefits package), based on qualifications and experience. All applications will be treated as confidential.

About Us

Outreach Recruitment is a startup recruitment agency made up from a combination of expertise in various industries that have come together to support the local market in finding PEOPLE to join their teams. Our aim is to connect quality PEOPLE to businesses in order to support the growth for both.

Service Delivery Manager

Job Description