Global Service Delivery Manager - Hybrid

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 services 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’LL DO:

As the Global Service Delivery Manager, you will play a critical role in overseeing the entire service delivery process for our Enterprise Network Infrastructure Operations organization, ensuring the successful execution and management of our services for our customers. You will be responsible for leading a diverse team across multiple geographical regions, managing Network Engineers, Wireless Engineers, and other key roles within the service. Your primary focus will be on delivering exceptional service, meeting customer expectations, driving operational efficiency, and fostering continuous improvement throughout the enterprise. The successful candidate must have a strong technical background, be innovative and agile, collaborate well in a team environment, and have strong written and verbal communication.  We are seeking a visionary who challenges the status quo and believes that technologies can “level-up” productivity.

This is a hybrid role. 

KEY RESPONSIBILITIES:

• Provide overall leadership and strategic direction to the Enterprise Network Operations service delivery team, ensuring alignment with customer requirements, business objectives, and service levels.
• Collaborate closely with the customer and other key stakeholders to understand needs, goals, and expectations, translating them into actionable service delivery plans and strategies specific to Enterprise Network operations and engineering.
• Establish and maintain strong relationships with the customer, serving as the primary point of contact for all service-related matters and effectively managing customer expectations.
• Oversee the end-to-end service delivery process for Network Infrastructure, ensuring the timely and efficient execution of service activities in alignment with IT service management best practices.
• Monitor and evaluate Network Operations service performance against SLA, KPI, and customer satisfaction metrics, implementing necessary corrective actions and improvement initiatives as needed.
• Drive continuous improvement efforts across the service delivery function, identifying opportunities for operational efficiency, process optimization, and enhanced customer experience in a data center environment.
• Develop and implement best practices, standardized processes, and quality control measures in support of service delivery excellence across global locations.
• Collaborate with cross-functional teams, including field technicians, NOC operations specialists, technical project managers, and other stakeholders, to ensure seamless coordination and collab-oration in Enterprise Network service delivery.
• Manage vendor relationships and third-party service providers, ensuring their adherence to contractual obligations and service level commitments for our customers.
• Prepare and present regular enterprise service performance reports, highlighting achievements, challenges, and improvement initiatives to key stakeholders and senior management.

ESSENTIAL CRITERIA:

• Bachelor's degree in a relevant field (Computer Science, Technology Engineering, Information Technology, or related discipline). Advanced degree is a plus.
• Proven experience in a customer-facing, senior leadership role within the IT infrastructure ser-vices industry. Must have a focus on Enterprise Network Engineering and operations, service de-livery management, customer relationship management, and operational excellence.
• Strong experience in managing global Network Infrastructure operations, including Network Engineers, project managers, and other related functions specific to data centers.
• In-depth knowledge of Enterprise Network Operations, networking technologies, IT infrastructure, and related service delivery processes.
• Demonstrated success in managing large-scale, complex enterprise engineering service engagements, meeting customer expectations, and delivering results within data center service management frameworks and best practices.
• Excellent communication and presentation skills, with the ability to convey complex concepts and ideas to both technical and non-technical audiences in the context of Enterprise Network Engineering Deployment operations.
• Strong analytical and problem-solving abilities, with a data-driven mindset and the ability to lever-age data and insights to drive decision-making and process improvement within Enterprise Network Engineering operations.
• Technical certifications such as CCNA, CCNP, or relevant certifications specific to data center operations are highly desirable.
• Flexibility to travel internationally as needed to meet with customers, teams, and stakeholders in the context of data center operations.

DESIRED CRITERIA:

• Proven understanding of network architecture, advanced routing and switching protocols, network security, and high-level network design.
• 5+ years of recent experience with Switching protocols and with Routing protocols.
• Experience with multiple networking vendors including Cisco, HP, Aruba, Juniper & Arista equipment.
• Solid understanding of Enterprise Network Design, infrastructure, operational, and IT managed service (ITSM) best practices.
• Understanding and experience with technologies including RSTP/MSTP, VLAN, VTP, ARP, OSPF, BGP, TCP/IP, UDP, NDP, VxLAN, VRRP, EtherChannel in a global environment.
• Knowledge of application-level protocols such as SNMP, telnet, FTP, HTTP, HTTPS, DHCP, DHCPv6, DNS. 802.1x, and IPsec.
• Experience with SDN and SDWAN deployments would be advantageous.
• Experience with IPv4 & IPv6 in a dual stack is a plus.

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.