IT Service Delivery Manager

2 weeks ago

Malta Misco Full time

Job Description

Our client, a leading financial institution, is seeking to recruit an IT Service Delivery Manager to join their Information Technology Unit.

The selected candidate will be responsible for managing the IT support team and ensuring the effective delivery of IT services across the organisation. This role will focus on service quality, performance, customer satisfaction, and continuous improvement, while coordinating closely with other internal teams and external partners.

Key Responsibilities

  • Manage, mentor, and develop the IT support team, including hiring, training, and performance management.
  • Ensure the timely and effective delivery of IT support in line with agreed service levels and quality standards.
  • Monitor and report on IT service delivery metrics, including availability, reliability, incident resolution, customer satisfaction, and service improvements.
  • Coordinate and collaborate with other IT teams, vendors, and partners to ensure alignment and integration of IT services.
  • Manage the IT service delivery budget and resources, ensuring optimal utilisation of IT assets and staff.
  • Take ownership of incident and problem management, with a strong focus on continual service improvement.
  • Develop and maintain IT service delivery policies, procedures, and best practices in line with IT governance and security standards.
  • Identify, assess, and manage IT service delivery risks and issues, ensuring timely mitigation and resolution.
  • Build and maintain effective communication and relationships with internal customers and stakeholders, ensuring their IT service needs and expectations are understood and met.

The Ideal Candidate Profile:

  • Hold a Bachelor's degree in IT, Computer Science, Engineering, or have at least 5 years' experience in a similar role.
  • Demonstrate a proven track record in managing and leading IT support teams and delivering high-quality IT services.
  • Possess excellent communication, interpersonal, and presentation skills, with the ability to engage with stakeholders at all levels.
  • Have a strong "can-do" attitude, with solid analytical, problem-solving, and decision-making skills.
  • Be highly organised, with the ability to plan and manage multiple IT service delivery projects and priorities.
  • Demonstrate strong leadership, teamwork, and collaboration skills, with the ability to motivate and inspire others.
  • Show strong customer service orientation, with the ability to understand and meet customer IT service needs.
  • Have strong IT skills, including experience using and managing IT service management, monitoring, and asset management tools.
  • Possession of a certification in IT service management (such as ITIL) will be considered an asset.

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