Service Delivery Manager

EOS•Hayward, CA

8d•Onsite

About The Position

EOS IT Solutions is a global technology and logistics company that provides collaboration and business IT support services. The Global Service Delivery Manager oversees network operations, including client program planning, development, and evaluation. The role leads global meetings, assigns action items, and coordinates execution across regions. Success is measured by delivery of financial, operational, and leadership objectives aligned with program goals. The manager works with clients to grow accounts, meet expectations, and deliver within the agreed scope of work. They lead service reviews, analyze operational trends, guide project implementation and process improvement, and maintain consistent global operations. The role also leads team communications and performance management, supports onboarding and coverage planning, prepares process and policy documentation, and reports on invoicing, ticket performance, and operational metrics. The stated pay range is $135,000–$140,000 USD; the employer notes that the range is a general guideline and not a compensation guarantee.

Requirements

Proven experience managing a global technical team and supporting enterprise network deployments.
Ability to clearly communicate complex issues related to production networks running dynamic routing protocols to clients.
Experience in process improvement and systems development, including using automation to streamline workflows.
Strong business acumen and understanding of financial measures tied to customer engagement.

Responsibilities

Collaborate with clients to grow accounts, exceed expectations, and deliver within the agreed scope of work.
Drive account growth initiatives and ensure accurate, timely invoicing and query resolution.
Monitor revenue against targets and address invoicing issues proactively.
Lead periodic service reviews with stakeholders to promote transparency and alignment.
Analyze operational trends, forecast needs, and make data-driven business decisions.
Maintain global operations and processes in alignment with required standards across regions.
Oversee project implementation, identify areas for improvement, and recommend solutions to increase operational efficiency.
Ensure SLA compliance for ticket management and proactively manage aged stock to minimize operational risk.
Manage team communications, monitor employee performance, and drive achievement of business objectives.
Conduct regular one-to-ones and performance reviews, establishing clear goals and documenting progress.
Oversee onboarding so new team members understand business objectives, team structure, and role expectations.
Plan holidays and coverage to prevent service disruptions.
Prepare documentation for global processes and policies and propose enhancements.
Report on invoicing, ticket performance, and operational metrics using tools such as Tableau and Jira.
Participate in monthly and quarterly business reviews to assess progress, challenges, and strategic opportunities.