Service Delivery Manager, Infrastructure Engineering
EOS
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Posted:
June 3, 2023
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Onsite
About the position
EOS IT Solutions is seeking a Service Delivery Manager to lead and expand their managed services infrastructure engineering teams. The ideal candidate should have exceptional people skills, a technical background, and experience in leading operations or engineering teams. The Service Delivery Manager will be responsible for maintaining positive client relationships, overseeing day-to-day operations, and optimizing the application onboarding process. They will also lead business growth, identify areas for service improvement, and manage individual career development within the team.
Responsibilities
- Define the scope of the service and establish clear expectations with clients
- Maintain positive relationships with internal clients and continuously improve service quality and efficiency
- Ensure client satisfaction by managing SLAs and proactively resolving any issues
- Take ownership of client issue resolution and escalation management
- Oversee day-to-day operations and service-related activities
- Lead and optimize the application onboarding process and maintain strong relationships with various business and technical teams
- Lead business growth through roadmap planning, service reviews, and long-term strategy
- Identify areas for service improvement and potential expansion
- Oversee and monitor SLA of 'on call' rotations
- Lead and coordinate multifunctional and diverse operations and engineering teams
- Improve and develop processes to drive team efficiency
- Identify areas for automation and future engineering projects
- Manage individual career development and conduct performance evaluations
- Participate in hiring and training
- Have 5+ years of experience leading engineering and operation teams
- Have 2+ years of systems automation experience in Python, Bash, Chef, and/or Ansible within a primarily GNU/Linux devops environment
- Have 2+ years of programming experience in PHP and either C, C++, Java, JavaScript, GoLang, Ruby, or Rust
- Possess excellent interpersonal skills, including relationship building with diverse, global stakeholders
Requirements
- 5+ years of experience leading engineering and operation teams
- 2+ years of systems automation experience in either Python, Bash, Chef, and/or Ansible within a primarily GNU/Linux devops environment
- 2+ years of programming experience in PHP and either C, C++, Java, JavaScript, GoLang, Ruby, or Rust
- Excellent interpersonal skills, including relationship building with diverse, global clients
- Ability to define the scope of services and establish clear expectations
- Strong problem-solving skills and ability to resolve client issues
- Experience in overseeing day-to-day operations and service-related activities
- Ability to lead and optimize the application onboarding process
- Experience in leading business growth, roadmap planning, and long-term strategy
- Knowledge of SLA monitoring and 'on call' rotations
- Ability to lead and coordinate multifunctional and diverse operations and engineering teams
- Proficiency in developing and improving processes to drive team efficiency
- Familiarity with automation and future engineering projects
- Experience in managing individual career development and conducting performance evaluations
- Ability to participate in hiring and training processes
Benefits
- Competitive salary and benefits package
- Opportunity to work with industry leaders and global clients
- Supportive and collaborative work environment
- Opportunity for career growth and development
- Chance to work on technical projects and solve complex problems
- Flexible work schedule and remote work options
- Emphasis on client satisfaction and service quality
- Strong focus on team efficiency and process improvement
- Opportunity to work with diverse, global, and cross-functional teams
- Ability to learn new skills and technologies
- Equal opportunity employer with a commitment to diversity and inclusion