Global 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:

 The Global Service Delivery Manager is responsible for leading the global delivery of collaboration technology initiatives, including new builds, retrofits, and decommissioning projects. This role oversees a team of four regional leaders and a global design team, supporting AV and collaboration solutions. Reporting directly to the Director of Managed Service, this position ensures consistent execution of projects across all regions, driving quality, efficiency, and alignment with organizational standards.

The Global Service Delivery Manager will manage a diverse portfolio of projects from initiation through completion, ensuring deliverables meet scope, schedule, and budget requirements. This role requires strong leadership to guide regional teams, foster collaboration, and maintain accountability for global service delivery performance.

KEY RESPONSIBILITIES:

 Leadership and Team Management

• Lead global collaboration service delivery projects, including planning, execution, and post-deployment reviews for new builds, retrofits, and decommissioning initiatives.
• Direct and mentor four regional leaders and a global design team, ensuring alignment with global standards and objectives.
• Foster a collaborative, inclusive, and high-performance culture across geographically dispersed teams, emphasizing operational excellence and accountability.
• Attract and retain talent for the organization through ongoing investment in our people and their career development.
• Develop career growth plans, provide coaching, and ensure professional development opportunities for team members.
• Set clear performance objectives, conduct regular evaluations, and drive accountability to meet service delivery and governance standards.

Operational Oversight

• Implement the Managed Services strategy set out by the business.
• Develop and maintain global project plans, ensuring timely delivery within budget and resource constraints.
• Provide regular status updates to stakeholders, proactively identifying risks and implementing mitigation strategies.
• Coordinate cross-functional collaboration with engineering, operations, and design teams to ensure seamless project execution.
• Escalate critical issues to senior leadership as needed and drive resolution to maintain project success.
• Develop plans and strategies to improve performance, reliability, and operational cost-effectiveness.
• Demonstrate integrity without compromise, respect, commitment to service excellence, collaboration & agility.

Service Governance and Operational Excellence

• Establish and enforce robust service governance frameworks to ensure consistent, high-quality service delivery across all regions, aligning with industry best practices and organizational objectives.
• Champion regular service reviews and QBRs with internal and external stakeholders.
• Develop and implement standardized processes, policies, and SLAs to drive operational excellence and ensure compliance with client expectations and regulatory requirements.
• Monitor and report on KPIs and operational metrics, such as system uptime, incident resolution times, and client satisfaction, to maintain service quality and transparency.
• Conduct regular governance reviews, audits, and risk assessments to identify and mitigate operational risks, ensuring continuous improvement in service delivery.
• Champion a culture of operational excellence by leveraging data-driven insights, process optimization, and automation to enhance efficiency and scalability.
• Drive continuous improvement initiatives across the portfolio, ensuring EOS delivers investment value for our clients.
• Lead transformation initiatives leveraging Lean, Six Sigma, and automation to modernize service operations.
• Partner with the Business Transformation Team to define scalable frameworks for delivery governance and Balanced Scorecard implementation.

Client Relationship and Contract Management

• Oversee the development, negotiation, and manage