Service Delivery Manager

OUR COMPANY:

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.

WHAT YOU WILL DO:

 As a 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. You will work closely with internal teams and external stakeholders to ensure that services are delivered efficiently, customer expectations are met, and continuous improvement strategies are implemented.

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:

• 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.
• Strong leadership skills with the ability to motivate and develop teams.

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.