Service Delivery Manager
The Service Delivery Manager is responsible for end-to-end governance, performance, audit compliance, and continuous improvement of IT service delivery within the Department, including: Helpdesk IT Support, System Administration (M365 & Enterprise Applications), Infrastructure Engineering (On-Premises & Microsoft Azure), and Network Engineering (Corporate & Office Networks). The role ensures services are delivered in alignment with ITIL best practices, regulatory requirements, audit expectations (ISO27001), and business priorities, while also coordinating the execution of cross-functional IT projects and initiatives.
- Establish and enforce ITIL-aligned service management practices (Incident, Problem, Change, Request, Configuration).
- Own end-to-end service performance, ensuring all teams operate within SLAs, OLAs, and KPIs.
- Maintain service governance frameworks, policies, and operational standards.
- Lead regular service review meetings with internal stakeholders.
- Define, standardize, and optimize service delivery processes across the IT Department.
- Drive process maturity and continuous improvement initiatives.
- Coordinate Problem Management and Root Cause Analysis (RCA) activities assigned to the team.
- Own and coordinate audit deliverables across the teams within the department, ensuring completeness, accuracy, and timeliness.
- Ensure all teams maintain audit-ready documentation, including: Process documentation, System configurations, Access controls, Change records, Incident and problem logs.
- Act as the primary liaison for internal and external audits affecting service delivery for the IT Team.
- Track and manage audit findings, remediation actions, and evidence of submission for the IT Team.
- Work with security and risk teams to enforce: Patch and vulnerability management, Identity and access controls, Data protection requirements.
- Coordinate delivery of IT projects and initiatives across the teams, ensuring alignment with operational priorities.
- Ensure smooth transition from project delivery into live service (Service Transition).
- Work with project managers and technical leads to: Track deliverables and dependencies, Mitigate delivery risks, Provide regular status reports on progress and escalate as required to any blockers or issues encountered.
- Ensure high-quality first- and second-line support services.
- Monitor user experience, ticket handling quality, and resolution efficiency.
- Drive improvements in first-contact resolution and user satisfaction.
- Oversee reliability and performance of: Microsoft 365 ecosystem, Enterprise and SaaS applications.
- Ensure proper identity, access, and configuration management.
- Govern operations of: Servers, storage, virtualization platforms, Azure IaaS/PaaS environments.
- Oversee performance and resilience of: Corporate WAN/LAN, Office network infrastructure.
- Deliver executive dashboards and performance reports.
- Lead periodic service reviews with stakeholders.
- Use insights to drive service improvements and strategic decisions.
- Manage third-party vendors and service providers.
- Ensure vendors meet SLAs, KPIs, and contractual obligations.
- Conduct vendor performance reviews and risk assessments.
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience) (required).
- ITIL v3 or v4 certification (preferred).
- 5–10+ years in IT service delivery or IT Operations roles (required).
- Strong knowledge of ITIL (v4 preferred) (required).
- Strong knowledge of Microsoft 365 & Azure (required).
- Strong knowledge of enterprise infrastructure and networking (required).
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) (required).
- Experience managing IT audits, controls, and compliance frameworks (e.g., ISO 27001, SOC2) (required).
- Strong understanding of controls, evidence requirements, and audit processes (required).
- Data-driven with strong KPI, SLA, and reporting capabilities (required).
- Experience in trend analysis and service optimisation (required).
- Strong stakeholder engagement across technical and business audiences (required).
- Experience managing multi-domain IT environments (required).
- Experience managing audit and compliance processes (required).
- Experience with cross-team project coordination (required).
- Opportunities for personal growth and learning.
- An open, inclusive, and supportive team where you will be valued, and your suggestions are always welcome.
- 24 days of paid holiday per year, in addition to local public holidays.
- Life assurance (2× annual salary).
- Private medical insurance.
- €400 annual wellness allowance.
- €80 monthly lunch allowance.
- Team-building opportunities.
- Parking (limited).
- Local discounts and more.
Eeze is a business-to-business iGaming provider specialising in live casino and slot content, headquartered in Malta. Part of the Tain Group, it draws on more than two decades of industry experience to supply live dealer games, game shows and a gamification suite to online operators. The company runs its own studios producing live casino and game-show content, and employs over 600 people across offices in Malta, London and Bucharest. Its portfolio spans table classics such as blackjack, roulette and baccarat alongside customisable live experiences.