Global Service Delivery Manager

• WHO WE ARE:
• EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
• We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

• JOB OVERVIEW:
• The Global Service Delivery Manager will be actively involved in all aspects of network operations from client program planning, development, and evaluation, driving meetings globally, assigning action items and establishing timelines.

WHAT YOU’LL DO:

Effectively collaborate with the client to develop the account, exceed the client’s expectations, while working within the agreement of the current scope of work

Holds and leads periodic service reviews with all stakeholders

Analyses trends, forecasting and making strategic data driven business decisions

Maintain global operations and processes according to required standards and maintain consistency in the same

Manage all communication with staff and maintain knowledge of all employee performance and ensure achievement of all business objectives

Monitor effective implementation of all projects and recommend improvements for operational efficiency

Prepare all documents for all global processes and policies and make necessary recommendations to improve processes.

Ensure optimal level of network services and provide efficient training to all staff members and ensure effective deliverables

A strong business Acumen, with savviness toward financial measures defined for the customer engagement

Collaborating with EOS Human Resources on all personnel issues or questions

Managing a team, ensuring performance management, communication, goals and objective planning and team building

Onboarding new team members – providing a thorough introduction to the group including business objectives, counterparts, team members, contacts, the role etc.

WHAT YOU NEED TO SUCCEED:

Experience managing a technical team globally, with experience supporting and deploying enterprise networks

Ability to convey complex issues within production networks running dynamic routing protocols to the customer

Technical knowledge of routers, switches, routing protocols and circuit troubleshooting

Experience with process improvement and systems development, leveraging automation to streamline repetitive workflows

Experience with managing change control processes and maintenance activity in a 24x7 production environment

Excellent communication skills and ability to work in a global team environment

Develops programs focused on enhancing customer success plans that outline critical metrics / KPI's for success and potential issues, and provide recommendations

Responsible for Service Review Meetings, QBR's, SLA and escalation management

Manage the customers' expectations to deliver an exceptional customer experience in line with agreed SLAs

Ability to communicate effectively with the customer and their decision makers and other team members

Proactive and data driven

Previous experience as a executive level leader in a similar environment

Excellent organizational skills

Able to manage sensitive and sometimes confidential information

Self-motivation and able to take responsibility

Able to manage and prioritize and tasks and time efficiently

Able to demonstrate initiative and a proactive approach to daily tasks

Strong influencing, negotiation and decision-making skills

Proven track record in making sure that an efficient service delivered exceeds expected customer expectations

Solid understanding of service management principles

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal-opportunity employer. We invite you to consider opportunities at EOS regardless of your gender, gender identity, gender reassignment, age, religious or similar philosophical belief, race, national origin, political opinion, sexual orientation, disability, marital or civil partnership status, or other non-merit factor.

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