Sr. Service Delivery Manager

• Establishing and leading ITSM processes for the SCMS and RMS platforms, ensuring alignment with MFSA’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.

• 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.

• Competitive salary and benefits package
• Excellent opportunities for career development and growth
• The opportunity to make a real impact on the digital transformation of the organisation.
• Flexible working hours

Ceek Talent