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.