Senior Service Delivery Manager

The Senior Service Delivery Manager will set up and oversee the IT Service Management (ITSM) aspects of the client's key digital platforms, with a primary focus on the Supervisory Cycle Management System (SCMS) and the Records Management (RMS) platforms. This role will ensure that these platforms operate effectively, meet agreed service levels, and continue to deliver value to internal and external stakeholders. You will play a crucial role in embedding best practices in ITSM processes such as incident, change, problem, configuration, and release management, while supporting the platforms' operational sustainability and improvement. This role requires close collaboration with business, technology, project management and vendor teams to ensure smooth daily operations, manage risks proactively, and drive continuous service improvement. This is a high -impact, senior -level role where your expertise in IT service management (ITSM) will directly shape how client runs its critical digital systems. As Senior Service Delivery Manager, you'll set up and oversee the ITSM aspects of the Authority's key platforms, primarily the SCMS (built on top of PEGA Platform) and the RMS platforms, ensuring they operate effectively, meet agreed service levels, and deliver ongoing value. You'll work closely with solution architects, business analysts, and data specialists in a collaborative, cross -functional environment that values initiative and ownership. You'll also embed best practices in processes such as incident, change, problem, configuration, and release management, while actively managing risks, supporting operational sustainability, and driving continuous service improvement across business, technology, project management, and vendor teams. The Senior Digital Platforms Service Manager will oversee the operational performance and service delivery of key digital platforms, ensuring reliability, efficiency, and continuous improvement.  Establishing and leading ITSM processes for the SCMS and RMS platforms, ensuring alignment with client's policies and industry best practices.Overseeing day -to -day operations of the platforms, ensuring stability, performance, and availability meet service expectations.Defining and monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the platforms and reporting regularly to stakeholders.Coordinating and managing incidents, service requests, problems, and changes to minimise disruption to business operations.Driving proactive problem management, root cause analysis, and permanent resolution of recurring issues.Ensuring configuration and release management processes are documented and consistently followed.Collaborating with business and technical teams to plan, test, and deploy platform updates, enhancements, and fixes.Supporting the transition of new platform functionality from project delivery into ongoing service operations.Developing and maintaining platform documentation, including operating procedures, support materials, and knowledge base articles.Acting as the main point of contact for vendors delivering support and maintenance services for the platforms, ensuring performance and compliance with contractual obligations.Promoting a culture of continuous improvement in service delivery, identifying and implementing enhancements to processes, tools, and practices. Requirements As a Senior Digital Platforms Service Manager, you have: Proven experience managing IT services, preferably in enterprise platforms such CRM, ERP, or other critical business applications.Solid understanding of ITSM frameworks (e.g., ITIL) and experience implementing service management processes.Experience with vendor and stakeholder management in a complex environment.Strong ability to monitor, measure, and report on service performance.Experience coordinating cross -functional teams to resolve operational issues.Excellent problem -solving skills with a focus on root cause analysis and prevention.Ability to adapt quickly to evolving technologies and changing business priorities.Familiarity with service management or DevOps tooling like Jira, or equivalent systems is considered an asset. Benefits You will also possess a minimum of eight (8) years prior experience in a similar or related domain and an MQF Level 6 in Information Technology, Computer Science or a relevant field duly certified by the Malta Qualifications Recognition Information Centre (MQRIC) or a widely recognised professional qualification at a comparable level. A master's in a similar discipline is a plus. Possession of ITIL v4 Foundation certification is considered highly desirable. If you do not have the necessary academic or professional qualifications but you have at least fifteen (15) years of relevant experience. we would still be interested in speaking with you.