Global Service Delivery Manager

WHO WE ARE:

EOS IT Solutions is a family run 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.

THE POSITION:

EOS is looking for a high-level candidate to take on the role as a

Global Service Delivery Manager

. The successful candidate will manage and coordinate the day-to-day requirements of our clients operation. In this role, you will coordinate multiple large and small scale projects and tasks, with competing priorities in a complex and technical environment. You will work closely with our internal departments and will also be customer facing with daily communication with our clients. Previous experience working and overseeing a managed service, specifically within the IT Asset Management, Global Helpdesk Operations or AV services would be integral for this role. Previous experience working and managing large scale, globally distributed teams will be essential for you to succeed in this role.

WHAT YOU’LL DO:

The successful candidate will have a proven track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth and client satisfaction.

Work day-to-day with the client and Service Delivery Executive to ensure the successful delivery of the service.

Managing global dispersed support teams, ensuring performance management, communication, goals and objective planning and team building

Holds and leads weekly service reviews, monthly operational and quarterly business reviews with all client stakeholders.

Meet regularly with the clients to review ongoing and new projects along with identifying new opportunities for growth on your service.

Work with management team and client stakeholders on service strategy and account development.

Provide ongoing communication of planning, project status, issues, and risks in a timely fashion to key stakeholders.

Maintain operational oversight of the service and review and maintain all reporting and dashboards that your service use on a day-to-day basis.

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

Collaborating with Human Resources on all personnel issues or questions

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 globally dispersed technical team, with experience in Helpdesk Support, IT Asset Management or AV support services for Global Enterprise clients.

A sound technical understanding of service desk-based roles and technical support would be an advantage.

Experience with business 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 an 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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