WHO WE ARE: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.JOB OVERVIEW:The Global Service Delivery Manager will be actively involved in all aspects of network operations from client program planning, development, and evaluation, driving meetings globally, assigning action items and establishing timelines.WHAT YOU’LL DO:Effectively collaborate with the client to develop the account, exceed the client’s expectations, while working within the agreement of the current scope of workHold and lead periodic service reviews with all stakeholdersAnalyze trends, forecasting and making strategic data driven business decisionsMaintain global operations and processes according to required standards and maintain consistency in the sameManage all communication with staff and maintain knowledge of all employee performance and ensure achievement of all business objectivesMonitor effective implementation of all projects and recommend improvements for operational efficiencyPrepare all documents for all global processes and policies and make necessary recommendations to improve processes.Ensure optimal level of network services and provide efficient training to all staff members and ensure effective deliverablesA strong business acumen, with savviness toward financial measures defined for the customer engagementCollaborate with EOS Human Resources on all personnel issues or questionsManage a team, ensuring performance management, communication, goals and objective planning and team buildingOnboard new team members – providing a thorough introduction to the group including business objectives, counterparts, team members, contacts, the role etc.WHAT YOU NEED TO SUCCEED:Experience managing a technical team globally, with experience supporting and deploying enterprise networksAbility to convey complex issues within production networks running dynamic routing protocols to the customerTechnical knowledge of routers, switches, routing protocols and circuit troubleshootingExperience with process improvement and systems development, leveraging automation to streamline repetitive workflowsExperience with managing change control processes and maintenance activity in a 24x7 production environmentExcellent communication skills and ability to work in a global team environmentDevelop programs focused on enhancing customer success plans that outline critical metrics / KPI's for success and potential issues, and provide recommendationsResponsible for Service Review Meetings, QBR's, SLA and escalation managementManage the customers' expectations to deliver an exceptional customer experience in line with agreed SLAsAbility to communicate effectively with the customer and their decision makers and other team membersProactive and data drivenPrevious experience as an executive level leader in a similar environmentExcellent organizational skillsAble to manage sensitive and sometimes confidential informationSelf-motivated and able to take responsibilityAble to manage and prioritize tasks and time efficientlyAble to demonstrate initiative and a proactive approach to daily tasksStrong influencing, negotiation and decision-making skillsProven track record in making sure that an efficient service delivered exceeds expected customer expectationsSolid understanding of service management principlesEOS is committed to creating a diverse and inclusive work environment and is proud to be an equal-opportunity employer. We invite you to consider opportunities at EOS regardless of your gender, gender identity, gender reassignment, age, religious or similar philosophical belief, race, national origin, political opinion, sexual orientation, disability, marital or civil partnership status, or other non-merit factor.
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