Service Delivery Manager

EOS•Hayward, CA

11d•Onsite

About The Position

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 service 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.

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 leveraging automation to streamline workflows.
Strong business acumen with an understanding of financial measures tied to customer engagement.

Responsibilities

Oversee all aspects of network operations, including client program planning, development, and evaluation.
Lead global meetings, assign action items, and ensure smooth execution across regions.
Collaborate effectively with clients to grow the account, exceed expectations, and deliver within the agreed scope of work.
Drive account growth initiatives and ensure accurate, timely invoicing and query resolution to maintain financial health.
Monitor revenue performance against targets and proactively address invoicing issues.
Lead and facilitate periodic service reviews with all stakeholders, ensuring transparency and alignment.
Analyze operational trends, forecast needs, and make strategic, data-driven business decisions.
Maintain global operations and processes in alignment with required standards, ensuring consistency across regions.
Oversee project implementation, identify areas for improvement, and recommend solutions to enhance 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 1:1s and performance reviews, ensuring all team members have clear goals and documented progress.
Oversee onboarding of new team members, ensuring a comprehensive introduction to business objectives, team structure, and role expectations.
Ensure holiday and cover planning prevents service disruptions.
Prepare documentation for global processes and policies, and propose enhancements where necessary.
Provide accurate reporting on invoicing, ticket performance, and operational metrics using tools such as Tableau and Jira.
Participate in monthly and quarterly business reviews (MBRs/QBRs) to assess progress, challenges, and strategic opportunities.