Service Delivery Manager (Cloud and Infrastructure)

Location: Hybrid in Valletta, Malta; the benefits section states that this role is an on-site opportunity in Luxembourg.

Company

Quento, the ICT arm of the Qualco Group, delivers solutions across AI, digital engineering, cloud, and cybersecurity, with a presence in Greece, Luxembourg, and Belgium.

What you will do

• Manage infrastructure, cloud, workplace, and platform service delivery, ensuring continuity, performance, compliance, and agreed service levels.
• Coordinate internal technical teams and third-party providers to resolve incidents, maintain availability, and improve operations.
• Monitor and report service performance through SLAs, KPIs, and operational metrics.
• Own managed-services delivery, including contractual commitments, service scope, quality standards, and customer expectations.
• Act as the primary operational customer contact for day-to-day matters, escalations, expectations, and satisfaction.
• Ensure activities comply with regulatory requirements and support the Group Anti-Bribery and Corruption Policy.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Valid ITIL Managing Professional (ITIL MP) or ITIL 4 Strategic Leader (ITIL SL) certification is mandatory.
• At least five years of professional experience managing support services, including multidisciplinary team coordination, stakeholder engagement, SLA/KPI tracking, continuous service improvement, service catalogue lifecycle management, and vendor governance in complex environments.
• Experience managing infrastructure, cloud, and managed-services environments while ensuring service continuity and performance.
• Experience overseeing patching, compliance, security, and network infrastructure services across Windows and Linux environments.
• Experience monitoring service delivery through SLAs and KPIs, coordinating technical teams and vendors, and maintaining stakeholder relationships.
• Experience managing services across complex multi-stakeholder environments and coordinating business stakeholders, technical teams, and external providers.
• English at B2 level and French at A2 level according to CEFR are required.

Culture & Benefits

• The role is described as an on-site opportunity in Luxembourg.
• Work in a high-performing, dynamic, and collaborative environment focused on innovation and professional growth.
• Submit the CV in English.
• Recruitment data is processed in accordance with the EU General Data Protection Regulation.