EOS IT Solutions is a global technology and logistics company that provides Collaboration and Business IT Support services to some of the world's largest industry leaders. Our top priorities are customer satisfaction, superior quality of services, and investing in our partners and employees.
Service Delivery Manager
You will be responsible for ensuring the successful execution of IT service delivery, including IT Asset Management and Service Desk services. You will provide a single point of accountability for service performance, ensuring alignment with SLAs, KPIs, and customer contracts.
Key Responsibilities:
* Service Performance Management: Oversee the day-to-day delivery of IT services, ensuring compliance with SLAs, KPIs, and contractual obligations.
* Customer Relationship Management: Act as the primary point of contact for customer inquiries, escalations, and service updates, ensuring high levels of client satisfaction.
* Problem Resolution: Manage and coordinate problem resolution efforts, ensuring timely escalation and resolution of service-related issues.
* Service Level Agreement (SLA) Reporting: Communicate SLA performance, provide monthly service performance reports, and lead regular customer review meetings.
* Change Management: Own and manage the Change Control process, ensuring all modifications to services enhance value and capture additional revenue opportunities.
* Service Governance & Reporting: Report service performance to internal leadership and clients on a weekly, monthly, and quarterly basis, in line with governance requirements.
* Strategic Development: Develop strategies to exceed client expectations, proactively identifying areas for continuous service improvement.
* Process Improvement: Identify and implement efficiency enhancements to optimize service delivery operations.
* Stakeholder Engagement: Build and maintain strong long-term relationships with key stakeholders, ensuring alignment with customer and business objectives.
* Technical Oversight: Ensure technical competencies of service teams are maintained, mentoring and developing team members as needed.
* People & Resource Management: Lead and mentor a team of service delivery professionals, ensuring resource allocation aligns with service demands.
Essential Criteria:
* A minimum of 8 years of experience in service delivery management within the IT/Technology industry.
* Proven ability to lead service reviews, manage SLAs, and ensure service excellence.
* Strong stakeholder management skills, with experience liaising with senior leaders and customers.
* Excellent communication, negotiation, and decision-making skills, with the ability to balance competing priorities.
* Experience managing technical service teams, ensuring skills development and operational efficiency.
* Proficiency in Microsoft Office (Word, Excel, PowerPoint) and IT service management tools.
* Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
* Ability to work effectively in a fast-paced, global team environment.
* Experience in operational management of managed services and outsource contracts.
* Professional proficiency in English.
Desirable Criteria:
* Bachelor's degree or equivalent experience.
* ITIL certification or experience working within ITIL service management frameworks.
* Experience implementing automation and process improvements to enhance service efficiency.