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 services 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 be actively involved in all aspects of network operations from client program planning, development, and evaluation.  You’ll drive meetings globally, assigning action items and establishing timelines, while also assuring complete alignment to the deliverables EOS and our clients set out, ensuring they are happy with our service, and that we’re establishing and maintaining sustainable business relationships.

This is a remote role, but you must be able to regularly visit client sites and must reside in or around San Francisco, CA, Austin, TX, Seattle, WA, or New York, NY

KEY RESPONSIBILITIES:

• Project Leadership: Lead cross-functional teams in the planning, execution, and completion of network installation projects, ensuring alignment with project goals and objectives.
• Strategic Planning: Develop comprehensive project plans, including scope, schedule, budget, resource allocation, and risk management strategies, to drive successful project outcomes.
• Stakeholder Management: Establish and maintain strong relationships with internal stakeholders, external vendors, and subcontractors, fostering collaboration and communication throughout the project lifecycle.
• Resource Management: Oversee resource allocation, including personnel, equipment, and materials, to optimize project efficiency and ensure timely project delivery.
• Quality Assurance: Implement rigorous quality control measures to ensure that network installations meet Google's standards, specifications, and regulatory requirements.
• Risk Mitigation: Identify potential risks and issues proactively, develop mitigation plans, and implement corrective actions to minimize project disruptions and ensure project success.
• Budget Control: Monitor project budgets, track expenses, and identify cost-saving opportunities while ensuring adherence to financial guidelines and reporting requirements.
• Reporting and Documentation: Prepare and present regular progress reports, status updates, and performance metrics to project stakeholders, leadership, and other relevant parties.
• Continuous Improvement: Lead post-project reviews and lessons learned sessions to identify process improvements, best practices, and opportunities for innovation to enhance future project execution.

ESSENTIAL CRITERIA:

• 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

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) location, 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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