IT Service Delivery Manager


We're a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 270 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of thirteen retail branches spread across the Maltese Islands.

We are a team of inspired people who believe that opportunities start with a conversation.

Duties & Responsibilities

You will be responsible for:

  • managing the IT support team, including hiring, training, mentoring, and performance management;
  • ensuring the IT support team provides timely and effective IT support to the customers, adhering to the service level agreements and quality standards;
  • monitoring and reporting on the IT service delivery metrics, such as availability, reliability, incident resolution, customer satisfaction, and service improvement;
  • coordinating and collaborating with other IT teams, vendors, and partners to ensure the alignment and integration of IT services;
  • managing the IT service delivery budget and resources, ensuring the optimal utilisation and allocation of the IT assets and staff;
  • taking ownership of incident and problem management with emphasis for continual service improvement;
  • developing and maintaining the IT service delivery policies, procedures, and best practices, ensuring the compliance with the IT governance and security standards;
  • managing the IT service delivery risks and issues, ensuring the timely identification, mitigation, and resolution of the potential and actual impacts; and
  • establishing and maintaining effective communication and relationship with the customers and stakeholders, ensuring the understanding and satisfaction of their IT service needs and expectations.

Competencies & Experience

The potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach.

You must:

  • have a bachelor's degree in IT, Computer Science, Engineering, or at least 5 years of experience in a similar role;
  • demonstrate proven track record of managing and leading IT support teams, delivering high-quality IT services, and achieving customer satisfaction;
  • have excellent communication, interpersonal, and presentation skills, with the ability to communicate effectively with different levels of customers and stakeholders;
  • possess a can do attitude with strong analytical, problem-solving, and decision-making skills;
  • have strong planning, and organisation skills, with the ability to manage multiple IT service delivery projects and priorities;
  • have strong leadership, teamwork, and collaboration skills, with the ability to motivate and inspire the IT support team and other IT teams;
  • possess strong customer service and customer orientation skills, with the ability to understand and meet the customer IT service needs and expectations;
  • have strong IT skills, with the ability to use and manage various IT tools and systems, such as IT service management software, IT monitoring software, IT asset management software, etc; and
  • Certification in IT service management, such as ITIL would be considered an asset.

What we Offer

  • Ongoing personal development;
  • Preferential interest rates on home loans, personal loans and home value loans;
  • Comprehensive support for academic advancement through fully subsidized staff study loans;
  • Private clinic health insurance coverage, extendable to dependants;
  • Life insurance and personal accident cover;
  • Free ophthalmic examinations;
  • Private counselling sessions in collaboration with Richmond Foundation;
  • Additional half-day leave for birthday celebrations;
  • Annual performance appraisals and salary reviews;
  • €250 annual wellness allowance;
  • Complimentary mammogram screenings for female employees aged over 40 and PSA screenings for male employees aged over 40;
  • Flexible work arrangements (role permitting); and
  • Various corporate discounts.

BNF Bank plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply Now

Thank you for your interest. Please complete the form below and we’ll look to get back to you as soon as possible.

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