Global Service Delivery Lead

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 the Global Service Lead, you will be responsible for the successful delivery of global 
logistics and fulfillment operations across multiple regions, ensuring operational 
excellence, service performance, and continuous improvement throughout the supply 
chain network. You will lead a team of Logistics Coordinators responsible for executing 
daily logistics activities while serving as the primary escalation point for internal 
stakeholders, customers, carriers, freight forwarders, and third-party logistics providers 
(3PLs). 
This role combines operational leadership, people management, analytics oversight, 
vendor governance, and strategic program execution. The Global Service Lead will drive 
KPI performance, develop scalable processes, identify cost-saving opportunities, support 
network optimization initiatives, and champion automation programs that improve 
efficiency and customer experience. 
This is a full-time, onsite position at the assigned facility during standard business hours. 

KEY RESPONSIBILITIES: 
Team Leadership & Service Delivery

• Lead, coach, and develop a global team of Logistics Coordinators supporting 
logistics and fulfillment operations. 
• Establish performance expectations, provide regular feedback, and conduct 
performance reviews. 
• Serve as the primary escalation point for critical logistics issues, customer 
concerns, and operational disruptions. 
• Ensure consistent execution of logistics processes and adherence to established 
service level agreements (SLAs). 
• Allocate resources and workload across the team to ensure optimal coverage and 
operational efficiency. 
• Drive a culture of accountability, customer service, continuous improvement, and 
operational excellence. 
• Develop and maintain training materials, onboarding programs, and operational 
documentation. 

Global Logistics & Fulfillment Operations 
• Oversee daily logistics activities, including parcel, air freight, ocean freight, and 
white-glove transportation services. 
• Ensure shipments are processed accurately and within established service-level 
commitments. 
• Monitor end-to-end shipment activity and proactively manage logistics exceptions. 
• Provide operational guidance and decision-making support for customs, trade 
compliance, dangerous goods (DG), and transportation-related issues. 
• Ensure timely resolution of shipment delays, customs hold, delivery failures, 
inventory discrepancies, and customer escalations. 
• Maintain visibility of global logistics operations and drive corrective actions when 
service performance falls below targets. 

KPI Management, Reporting & Analytics 
• Develop, maintain, and continuously improve operational KPI frameworks and 
reporting structures. 
• Review daily, weekly, monthly, and quarterly operational performance reports. 
• Analyze logistics data to identify trends, root causes, risks, and opportunities for 
improvement. 
• Lead business reviews with internal stakeholders and logistics service providers. 
• Partner with Program Coordinators and analysts to ensure reporting accuracy and 
actionable insights. 

Strategic Planning & Continuous Improvement 
• Support the design and optimization of a global logistics network capable of 
supporting high-mix and rapidly evolving product portfolios. 
• Identify and implement transportation, inventory, and process improvements that 
reduce cost and improve service performance. 
• Drive standardization of logistics and supply chain processes across global regions. 
• Lead root-cause investigations and corrective action plans for recurring operational 
issues. 
• Establish and maintain standard operating procedures (SOPs), process 
documentation. 
• Manage operational improvement projects from planning through implementation. 

Automation & Digital Transformation 
• Lead implementation and adoption of logistics technology solutions and 
automation init