Global Service Delivery Manager

4 weeks ago

Bodega Bay, California, United States EOS Full time
Job Overview

The Global Service Delivery Manager will be responsible for overseeing all aspects of network operations, including client program planning, development, and evaluation. This role will involve driving meetings globally, assigning action items, and establishing timelines.

Key Responsibilities

  • Collaborate with clients to develop and exceed their expectations while working within the scope of the current agreement
  • Lead periodic service reviews with all stakeholders to analyze trends and make strategic business decisions
  • Maintain global operations and processes according to required standards and ensure consistency
  • Manage all communication with staff and maintain knowledge of employee performance to ensure achievement of business objectives
  • Monitor the effective implementation of projects and recommend improvements for operational efficiency
  • Prepare documents for global processes and policies and make recommendations for process improvements
  • Ensure optimal network services and provide efficient training to staff members to ensure effective deliverables
  • Develop a strong business acumen with savviness toward financial measures defined for the customer engagement
  • Collaborate with EOS Human Resources on personnel issues or questions
  • Manage a team, ensuring performance management, communication, goals, and objective planning, and team building
  • Onboard new team members, providing a thorough introduction to the group, including business objectives, counterparts, team members, contacts, and the role

Requirements

  • 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
  • Develop programs focused on enhancing customer success plans that outline critical metrics/KPIs for success and potential issues, and provide recommendations
  • Responsible for Service Review Meetings, QBRs, 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 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.

#LI-HJ1 #LI-ONSITE

Pay Range$115,000—$125,000 USD

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