Global Service Delivery Manager

WHAT YOU WILL DO:

As the Global Service Delivery Manager, you will lead the delivery of AV and collaboration technology services across a global client base. You’ll drive strategic planning, oversee operational execution, and ensure exceptional service delivery aligned with client expectations. This role requires strong leadership, a deep understanding of AV and collaboration ecosystems, and a passion for continuous improvement in global service operations.

You will also be responsible for leading and mentoring AV and service desk teams, managing daily operations, and ensuring adherence to SLAs and KPIs. Your role will include developing global processes and policies, overseeing service-related projects, and maintaining strong client relationships through regular service reviews and performance reporting.

KEY RESPONSIBILITIES:

• Lead, mentor, and develop AV and service desk teams, fostering a collaborative and accountable environment.
• Manage daily operations for both AV systems and the IT service desk, ensuring seamless delivery of services.
• Ensure adherence to SLAs, key performance indicators (KPIs), and contractual obligations for both AV and IT support services.
• Develop, maintain, and enhance global AV and service desk processes and policies to improve efficiency and consistency.
• Track and analyze service delivery metrics, providing actionable insights and detailed reports to stakeholders.
• Serve as a primary liaison, conducting regular service reviews and aligning service delivery with evolving client needs.
• Oversee service-related projects, such as AV room upgrades or technology rollouts, from initiation to completion.
• Collaborate with clients to develop and grow the account within the defined scope of AV and service desk services.
• Lead and facilitate global service review meetings with internal and external stakeholders on a quarterly cadence.
• Analyze operational trends and service metrics to inform strategic decisions.
• Ensure consistency and compliance across global AV service delivery processes.
• Oversee team performance, communication, goal setting, and development across multiple regions.
• Manage AV project implementation and recommend efficiency improvements.
• Prepare and maintain documentation for global AV service processes and policies.
• Deliver high-quality AV support services and provide training to team members.
• Partner with EOS HR on personnel matters and team onboarding.
• Drive performance management and team-building initiatives.
• Maintain strong financial acumen and align service delivery with customer KPIs and SLAs.

ESSENTIAL CRITERIA:

• Proven experience managing global technical teams and delivering enterprise AV or collaboration services.
• Strong understanding of AV systems, conferencing platforms, and service workflows.
• Demonstrated ability to communicate complex AV service issues to clients and stakeholders.
• Experience with automation, process improvement, and systems development in a service delivery context.
• Skilled in managing service reviews, QBRs, SLAs, and escalation processes.
• Excellent communication and organizational skills.
• Ability to manage sensitive and confidential information with discretion.
• Self-motivated, proactive, and capable of prioritizing tasks effectively.
• Strong influencing, negotiation, and decision-making skills.
• Solid grasp of service management principles and customer success metrics.

DESIRABLE CRITERIA:

• Previous experience in executive-level leadership within a global AV and service desks environment.
• Experience onboarding and mentoring global teams.
• Familiarity with strategic forecasting and data-driven decision-making.
• Track record of exceeding customer expectations through efficient AV and service desk support.
• Ability to work collaboratively across cultures and time zones.
  
  

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS 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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