Service Delivery Manager

OUR COMPANY:

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.

WHAT YOU WILL DO:

The Global Service Delivery Manager will oversee all aspects of network operations, including client program planning, development, and evaluation. This role involves leading global meetings, assigning action items and ensuring smooth execution across regions.Success in this position will be measured through consistent delivery of financial, operational, and leadership objectives aligned with program goals.

KEY RESPONSIBILITIES:

Client & Account Management

• Collaborate effectively with clients to grow the account, exceed expectations, and deliver within the agreed scope of work.
• Drive account growth initiatives and ensure accurate, timely invoicing and query resolution to maintain financial health.
• Monitor revenue performance against targets and proactively address invoicing issues.

Operational Excellence

• Lead and facilitate periodic service reviews with all stakeholders, ensuring transparency and alignment.
• Analyse operational trends, forecast needs, and make strategic, data-driven business decisions.
• Maintain global operations and processes in alignment with required standards, ensuring consistency across regions.
• Oversee project implementation, identify areas for improvement, and recommend solutions to enhance operational efficiency.
• Ensure SLA compliance for ticket management and proactively manage aged stock to minimize operational risk.

Team Leadership

• Manage team communications, monitor employee performance, and drive achievement of business objectives.
• Conduct regular 1:1s and performance reviews, ensuring all team members have clear goals and documented progress.
• Oversee onboarding of new team members, ensuring a comprehensive introduction to business objectives, team structure, and role expectations.
• Ensure holiday and cover planning prevents service disruptions.
• Governance & ReportingPrepare documentation for global processes and policies, and propose enhancements where necessary.
• Provide accurate reporting on invoicing, ticket performance, and operational metrics using tools such as Tableau and Jira.
• Participate in monthly and quarterly business reviews (MBRs/QBRs) to assess progress, challenges, and strategic opportunities.

ESSENTIAL CRITERIA:

• Proven experience managing a global technical team and supporting enterprise network deployments.
• Ability to clearly communicate complex issues related to production networks running dynamic routing protocols to clients.
• Experience in process improvement and systems development, including leveraging automation to streamline workflows.
• Strong business acumen with an understanding of financial measures tied to customer engagement.

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

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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