Global Service Delivery Manager

EOS•Fremont, CA

2d•Onsite

About The Position

The Global Service Delivery Manager is responsible for leading the global delivery of collaboration technology initiatives, including new builds, retrofits, and decommissioning projects. This role oversees a team of four regional leaders and a global design team, supporting AV and collaboration solutions. Reporting directly to the Director of Managed Service, this position ensures consistent execution of projects across all regions, driving quality, efficiency, and alignment with organizational standards. The Global Service Delivery Manager will manage a diverse portfolio of projects from initiation through completion, ensuring deliverables meet scope, schedule, and budget requirements. This role requires strong leadership to guide regional teams, foster collaboration, and maintain accountability for global service delivery performance.

Requirements

7+ years of project management experience in an AV construction, technical, or AV/collaboration environment.
Bachelor’s degree in a relevant field; PMP or equivalent certification.
Proven track record of delivering complex, global projects on time and within budget.
Strong leadership skills with experience managing globally dispersed teams.
Exceptional communication and stakeholder management skills across global teams.
Ability to adapt to changing priorities and business needs in a fast-paced environment.
Analytical mindset with strong problem-solving and decision-making capabilities.
Track record in ensuring efficient service delivery exceeds customer expectations.
Proven leader with experience presenting to executive-level client stakeholders.
Experience developing and implementing strategic plans for AV managed services, aligning with organizational or client goals.
Expertise in managing client relationships, including contract negotiations, service renewals, and upselling additional services.
Strong storytelling and communication skills to influence all organizational levels.
Ability to develop pricing models, service contracts, and proposals that balance profitability with client value.
Familiarity with forecasting, budgeting, and reporting on KPIs such as service uptime, client retention, and revenue growth.
Experience driving operational excellence through process optimization, automation, and adoption of new technologies.
Strong experience in developing teams and implementing effective performance management mechanisms.
Ability to demonstrate high levels of integrity and manage sensitive and confidential information.
Self-motivated and able to take responsibility in an autonomous environment.
Advanced analytical and problem-solving skills.
Strong influencing, negotiation, and decision-making skills.

Nice To Haves

Technical expertise in Audiovisual Systems, including video conferencing systems (Zoom, Microsoft Teams, Cisco Webex), digital signage, projection systems, audio systems, and control systems (Crestron, AMX, Extron).
Familiarity with AV-over-IP solutions, unified communications, and integration with IT infrastructure.
ITIL Certification v4 or higher.
Proven track record of applying Six Sigma or Lean methodologies to improve IT service processes, reduce operational costs, and enhance service quality.
Experience with emerging technologies such as AI, automation, or DevOps practices to enhance service delivery.

Responsibilities

Lead global collaboration service delivery projects, including planning, execution, and post-deployment reviews for new builds, retrofits, and decommissioning initiatives.
Direct and mentor four regional leaders and a global design team, ensuring alignment with global standards and objectives.
Foster a collaborative, inclusive, and high-performance culture across geographically dispersed teams, emphasizing operational excellence and accountability.
Attract and retain talent for the organization through ongoing investment in our people and their career development.
Develop career growth plans, provide coaching, and ensure professional development opportunities for team members.
Set clear performance objectives, conduct regular evaluations, and drive accountability to meet service delivery and governance standards.
Implement the Managed Services strategy set out by the business.
Develop and maintain global project plans, ensuring timely delivery within budget and resource constraints.
Provide regular status updates to stakeholders, proactively identifying risks and implementing mitigation strategies.
Coordinate cross-functional collaboration with engineering, operations, and design teams to ensure seamless project execution.
Escalate critical issues to senior leadership as needed and drive resolution to maintain project success.
Develop plans and strategies to improve performance, reliability, and operational cost-effectiveness.
Demonstrate integrity without compromise, respect, commitment to service excellence, collaboration & agility.
Establish and enforce robust service governance frameworks to ensure consistent, high-quality service delivery across all regions, aligning with industry best practices and organizational objectives.
Champion regular service reviews and QBRs with internal and external stakeholders.
Develop and implement standardized processes, policies, and SLAs to drive operational excellence and ensure compliance with client expectations and regulatory requirements.
Monitor and report on KPIs and operational metrics, such as system uptime, incident resolution times, and client satisfaction, to maintain service quality and transparency.
Conduct regular governance reviews, audits, and risk assessments to identify and mitigate operational risks, ensuring continuous improvement in service delivery.
Champion a culture of operational excellence by leveraging data-driven insights, process optimization, and automation to enhance efficiency and scalability.
Drive continuous improvement initiatives across the portfolio, ensuring EOS delivers investment value for our clients.
Lead transformation initiatives leveraging Lean, Six Sigma, and automation to modernize service operations.
Partner with the Business Transformation Team to define scalable frameworks for delivery governance and Balanced Scorecard implementation.
Oversee the development, negotiation, and management of client contracts, ensuring alignment with service scope, pricing, and performance obligations.
Collaborate with legal and procurement teams to draft, review, and enforce contract terms, minimizing risks and ensuring clear accountability for service delivery.
Monitor contract performance, including adherence to SLAs, deliverables, and milestones, and address any discrepancies or escalations promptly.
Develop and maintain client relationships, service management, and contract management.
Responsible for service governance including the creation and adherence to SLA/KPIs.
Lead monthly, quarterly, and annual service reviews with our client.