Service Delivery Manager

Location: Valletta, Malta 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, quoting reference (SDM/11/2026). 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. EUROPEAN DYNAMICS (ED) () is a leading Software, Information and Communication Technologies company, operating internationally (Athens, Brussels, Luxembourg, Copenhagen, Stockholm, London, Nicosia, Hong-Kong, Valetta, etc). The company employs over 600 engineers, IT experts and consultants (around 3% PhD, 36% MSc and 53% BSc or equivalent). We design and develop software applications using state-of-the-art technology. The group generates annual revenues in the range of EURO 40 million, with an EBITDA in the range of 20%. The value of our contract portfolio exceeds EURO 250 million. EUROPEAN DYNAMICS is a renowned supplier of IT services to government institutions, multinational corporations, public administrations and multinational companies, research and academic institutes. As part of our dedication to the diversity of our workforce, we are committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion. EUROPEAN DYNAMICS (ED) adheres to the General Data Protection Regulation principles by applying its Privacy Policy as published in . By submitting an application to this position and by sharing your personal data with ED, you acknowledge and accept its Policy and authorise ED to process your personal data for the purposes of the company's recruitment opportunities, in line to the Policy. Furthermore, when providing your data, it is up to you to explicitly consent that your data can be assessed for future job openings, for as long as you do not withdraw such consent. If you do not consent, we will not be able to consider the data you provide to us for future job openings.