Service Delivery Manager (Malta)

About the role

European Dynamics, an international IT services company, is looking for a fluent English-speaking Service Delivery Manager to work from Malta. For the first assignment, the successful candidate joins the Development team of a partner company that works closely with a major client's IT team, both on site and off site.

Key responsibilities

• Act as the main point of contact for management on service performance, delivery oversight, incident escalations and continuous improvement.
• Oversee and direct the daily activities of the multidisciplinary team, ensuring aligned resource allocation and scheduling.
• Run monthly service reviews with management, Tower Leads, Service Managers and the PMO covering SLA performance, open incidents, change requests and improvement actions.
• Ensure compliance with contractual SLAs and KPIs, and address client feedback directly.
• Drive continuous service maturity, oversee problem records for recurring incidents and propose optimisation measures.

Required profile

• Bachelor's degree in IT combined with at least 10 years of experience managing support services.
• Experience coordinating multidisciplinary teams and engaging stakeholders.
• Experience with SLA and KPI tracking, continuous service improvement and service catalogue lifecycle management.
• Experience with vendor governance in complex environments.
• Mandatory: a valid ITIL Managing Professional (ITIL MP) or ITIL 4 Strategic Leader (ITIL SL) certification (or equivalent).
• Excellent command of English.

What we offer

• Competitive remuneration, either on a contract basis or with a full benefits package, depending on qualifications and experience.
• A career within a major European institution in an international, multilingual and multicultural environment.