GCS Malta is growing and we’re searching for a Service Delivery Manager to join our dynamic team on a full-time basis. If you’re a strong communicator with a passion for customer relationships, service excellence, and team leadership, don’t miss this opportunity!
The selected Service Delivery Manager will act as the primary point of contact for GBS customers, overseeing service delivery, maintaining client relationships, ensuring adherence to SLAs, and coordinating change and migration projects.
Responsibilities:
- Content responsibility for the correct, timely, efficient and customer-oriented
creation and implementation of service processes. - Planning of process workflows and project plans, support of the customer’s
decision-makers - Support in offering and selling optimised service processes, configurations and
environments for the specific requirements of a global GBS customer - Promote standard practices and services for all customer contracts and
continuously improve and innovate the KM offering - Act as single point of contact for named customers and provide professional
support on a daily basis for enquiries, problems and escalations. - Join and support global tender (RFQ’s, RFI’s, RFP’s) and project business
- Own & deliver monthly reviews including a range of KPI or SLA measurements,
highlighting and celebrating success and highlighting concerns and risks - Supporting and participating in sales processes/tenders and contributing to the
preparation of business documents for new business opportunities - Monitor practices and services in all contracts within the account and organize
continuous service improvements.
Requirements:
- Several years of experience with service delivery issues for GBS customers are
desired - High interest in international cooperation and projects
- Analytical and goal-oriented approach
- Several years of experience in projects and implementations of IT products
- Good communication skills and assertiveness
- Excellent analytical and conceptual skills
- Strong ability to work in a team
- ITIL 4 Practitioner or Foundation certificate
- Business fluent in English in speech and writing
- Project management certification desirable (Prince 2 Foundation)
- Willingness to travel on an international level
Interested in discussing this fantastic opportunity further? Apply below!
If becoming Service Delivery Manager is not for you, view more vacancies here!
Published: 1st September 2026