Service Delivery Manager, Infrastructure Engineering

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.

• 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

• 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 teams
• Ability to define the scope of services and establish clear expectations
• Strong client management skills, including maintaining positive relationships and resolving issues
• Experience in overseeing day-to-day operations and service-related activities
• Ability to lead and optimize the application onboarding process
• Experience in roadmap planning, service reviews, and long-term strategy for business growth
• Ability to identify areas for service improvement and potential expansion
• Proficiency in managing SLAs and 'on call' rotations
• Strong leadership skills in coordinating multifunctional and diverse operations and engineering teams
• Ability to improve and develop processes to drive team efficiency
• Knowledge of automation and future engineering projects
• Experience in managing individual career development and conducting performance evaluations
• Ability to participate in hiring and training processes

• Career development opportunities
• Bi-annual performance evaluation
• Hiring and training participation
• No Australian experience required
• 5+ years of experience leading engineering and operation teams
• 2+ years of systems automation experience
• Programming experience in PHP and either C, C++, Java, JavaScript, GoLang, Ruby, or Rust
• Excellent interpersonal skills
• Track record of successful delivery of technical projects
• Demonstrates technical skills and knowledge
• Strong analytical, problem-solving, negotiation, and organizational skills
• Proactive with the ability to lead and execute on multiple projects simultaneously
• Resourceful and results-oriented
• Works independently with little supervision
• Adapts quickly to learn new skills and technologies
• Background in Service Operations, Service Transition, or related
• Experience working with teams spanning multiple locations and time zones
• Diverse and inclusive work environment
• Equal opportunity employer