Service Delivery Manager — Valletta, Malta
About the Role
Outreach Recruitment is recruiting on behalf of our client, an IT services company, for an experienced Service Delivery Manager who is fluent in English and will be based in Malta, working from Valletta.
For the first assignment, you will join the company's Development team and work closely with a major client's IT team, both on site and off site. The client is a major European institution, so the setting is international, multilingual and multicultural.
You will be the main management contact for service performance and escalations, supervise a multidisciplinary team, keep delivery in line with contractual SLAs and KPIs, and drive continuous service improvement. The role is full-time and on-site, with competitive remuneration based on qualifications and experience.
Key Responsibilities
- Act as the main point of contact for the management team on service performance, delivery oversight, incident escalations and continuous improvement
- Oversee and direct the daily activities of a multidisciplinary team, keeping resource allocation and scheduling aligned
- Run monthly service reviews with management, Tower Leads, Service Managers and the PMO covering SLA performance, open incidents, change requests and improvement actions
- Ensure overall compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and report on them
- Address client feedback directly so that services keep meeting customer expectations and organisational needs
- Drive continuous service maturity (CSI), oversee problem records for recurring incidents and propose optimisation measures
Requirements
- Bachelor's degree in IT
- Minimum of 10 years of relevant experience managing support services
- Experience coordinating multidisciplinary teams and engaging stakeholders
- 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: a valid ITIL Managing Professional (ITIL MP) or ITIL 4 Strategic Leader (ITIL SL) certification, or equivalent
- Excellent command of English
What’s on Offer
- Competitive salary — remuneration on a contract basis or with a full benefits package, based on qualifications and experience
- Work as part of a team serving a major European institution
- An international, multilingual and multicultural working environment
- A dynamic company where you can make a real difference
- Confidential handling of all applications
Skills Required
- IT service delivery management
- SLA and KPI monitoring and reporting
- Incident escalation and problem management
- Continuous Service Improvement (CSI)
- Service catalogue lifecycle management
- Vendor governance
- Stakeholder and multidisciplinary team management
- ITIL 4 practices
Languages Required
- English — excellent command required
About the Company
Our client is an IT services company that places experts with a major European institution, working in an international, multilingual and multicultural environment in Malta.
Location
Valletta is Malta's compact capital and a UNESCO World Heritage city between Grand Harbour and Marsamxett Harbour; its bus terminus at the City Gate links it with every part of the island.
About Outreach Recruitment
Outreach Recruitment Ltd is a Malta-based recruitment agency connecting employers with qualified local and international talent across hospitality, retail, finance, technology, healthcare, construction, engineering, maritime, and other industries.
How To Apply
If you want to lead IT service delivery for a major European institution, apply online through Outreach Recruitment using the form on this page. All applications are treated as confidential, and we aim to respond to all applications within 3–5 business days.
Browse more roles: IT Jobs in Malta · Malta salary calculator · All jobs in Malta
Frequently Asked Questions
What does a Service Delivery Manager do in this role?
You are the main management contact for service performance and escalations, supervise a multidisciplinary IT team, run monthly service reviews, track SLAs and KPIs, and lead continuous service improvement and problem management for a major client's IT services.
Is a salary stated for this role?
No figure is given. The role offers competitive remuneration, either on a contract basis or with a full benefits package, based on qualifications and experience.
Is an ITIL certification required?
Yes. A valid ITIL Managing Professional (ITIL MP) or ITIL 4 Strategic Leader (ITIL SL) certification, or equivalent, is mandatory.
How much experience do I need?
You need a Bachelor's degree in IT and at least 10 years of relevant experience managing support services, including SLA/KPI tracking, CSI, service catalogue management and vendor governance.
Where is the job based?
The role is on-site in Valletta, Malta, working with the client's IT team both on site and off site.
How do I apply?
Apply online through the form on this page. Applications are confidential, and Outreach Recruitment aims to respond within 3–5 business days.
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