Service Delivery Manager

3 days ago

Austin, Texas, United States EOS Full time
Job Description

About EOS

EOS IT Solutions is a global technology and logistics company that provides 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.

Position Overview

The 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.

Key Responsibilities

  • Oversee the daily operation of our service to the client to ensure the delivery of an effective quality Network Operational service in adherence to EOS standards and our contractual requirements of SLAs, KPIs and other Critical Success Factors.
  • Ensure professional, effective and timely collaboration with all local and regional client stakeholders to ensure engagement on all client requests, drive service satisfaction and execute on additional service scope whilst ensuring we are working within the agreement of the current scope of work
  • Develops and analyses operational trends, forecasting and makes strategic data-driven business decisions.
  • Uses Ops Data and local EOS leadership insight to conduct and lead periodic service reviews with all stakeholders.
  • Ensure proactive communication, performance management and ongoing development of employees to support achievement of EOS business objectives and culture.
  • Engage in Service Improvement activities to monitor service efficiency to identify, recommend and manage agreed improvements for operational efficiency.
  • Ensure the provision of mentoring and training to all staff members to support their development of service knowledge and professional development.
  • Strong business acumen, with experience in financial and budgetary management to ensure service profitability.
  • Monitoring and managing resource utilization and capacity to meet service level demand for current and future needs
  • Lead and manage cross-functional team to successfully recruit and onboard new team members to the service to ensure a positive impact on the service within 60-days of starting.

Requirements

  • Experience managing a remote technical field team in a complex agile environment.
  • Understanding of the principles of CSI, ITSM, Lean Six Sigma and 5S to support service delivery and development of strategy
  • Analytical thinking and problem-solving capability to effectively manage service issues and change.
  • Excellent client relationship management skills with the ability to convey complex issues in a simplified manner to the customer.
  • Ability to understand technical knowledge of routers, switches, routing protocols and circuit troubleshooting.
  • Experience with risk management, service improvement, operational optimization and leveraging automation to streamline repetitive manual workflows.
  • Excellent communication and presentation skills with the ability to work in a global team environment.
  • Ability to develop service intelligence to provide operational insights, identify potential issues and provide recommendations.
  • Coordinate and lead all Service Review Meetings, QBR's, SLA and escalation management.
  • Manage the customers' expectations to deliver an exceptional customer experience in line with agreed SLAs.
  • Previous experience as an executive level leader in a similar environment.
  • Excellent prioritization and organizational skills to manage multiple EOS and Client requests.
  • Ability to work on own or as part of a team with self-motivation, sense of ownership and attention to the details.
  • Strong ability to manage conflict, negotiate and influence others in support of service objectives.
  • Proven track record in making sure that an efficient service delivered exceeds expected customer expectations.

About the Role

This is a unique opportunity to join a global technology and logistics company and be part of a team that delivers forward-thinking solutions based on multi-domain architecture.

We are looking for a highly skilled and experienced Service Delivery Manager to lead our network operations team and ensure the delivery of an effective quality Network Operational service in adherence to EOS standards and our contractual requirements.

The successful candidate will have a strong background in managing remote technical field teams in a complex agile environment and will be able to develop and analyze operational trends, forecasting and make strategic data-driven business decisions.

The role requires excellent client relationship management skills, analytical thinking and problem-solving capability, and the ability to understand technical knowledge of routers, switches, routing protocols and circuit troubleshooting.

The Service Delivery Manager will be responsible for ensuring proactive communication, performance management and ongoing development of employees to support achievement of EOS business objectives and culture.

The role also requires experience with risk management, service improvement, operational optimization and leveraging automation to streamline repetitive manual workflows.

We are looking for a highly motivated and experienced individual who can lead and manage cross-functional team to successfully recruit and onboard new team members to the service to ensure a positive impact on the service within 60-days of starting.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.

We are an equal opportunities employer and welcome applications from all qualified candidates.

How to Apply

If you are a highly skilled and experienced Service Delivery Manager looking for a new challenge, please submit your application, including your resume and a cover letter, to us.

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