Service Delivery Manager

Position Overview:

The Service Delivery Manager will be actively involved in all aspects of network operations from client program planning, development, and evaluation, driving meetings globally, assigning action items and establishing timelines.

What You Will Do:

Oversee the daily operation of our service to the client to ensure the delivery of an effective quality Network Operational service in adherence to EOS standards and our contractual requirements of SLAs, KPIs and other Critical Success Factors. Ensure professional, effective and timely collaboration with all local and regional client stakeholders to ensure engagement on all client requests, drive service satisfaction and execute on additional service scope whilst ensuring we are working within the agreement of the current scope of work

Key Responsibilities:

• Develops and analyses operational trends, forecasts, and makes strategic data-driven business decisions.
• Uses Ops Data and local EOS leadership insight to conduct and lead periodic service reviews with all stakeholders.
• Ensures proactive communication, performance management and ongoing development of employees to support achievement of EOS business objectives and culture.
• Engage in Service Improvement activities to monitor service efficiency to identify, recommend and manage agreed improvements for operational efficiency.
• Ensure the provision of mentoring and training to all staff members to support their development of service knowledge and professional development.
• Strong business acumen, with experience in financial and budgetary management to ensure service profitability.
• Monitoring and managing resource utilization and capacity to meet service level demand for current and future needs
• Lead and manage a cross-functional team to successfully recruit and onboard new team members to the service to ensure a positive impact on the service within 60-days of starting.

Essential Criteria:

• Experience managing a remote technical field team in a complex agile environment.
• Understanding of the principles of CSI, ITSM, Lean Six Sigma and 5S to support service delivery and development of strategy
• Analytical thinking and problem-solving capability to effectively manage service issues and change.
• Excellent client relationship management skills with the ability to convey complex issues in a simplified manner to the customer.
• Ability to understand technical knowledge of routers, switches, routing protocols and circuit troubleshooting.
• Experience with risk management, service improvement, operational optimization and leveraging automation to streamline repetitive manual workflows.
• Excellent communication and presentation skills with the ability to work in a global team environment.
• Ability to develop service intelligence to provide operational insights, identify potential issues and provide recommendations.
• Coordinate and lead all Service Review Meetings, QBR's, SLA and escalation management.
• Manage the customers’ expectations to deliver an exceptional customer experience in line with agreed SLAs.
• Previous experience as an executive-level leader in a similar environment.
• Excellent prioritization and organizational skills to manage multiple EOS and Client requests.
• Ability to work on own or as part of a team with self-motivation, sense of ownership and attention to detail.
• Strong ability to manage conflict, negotiate and influence others in support of service objectives.
• Proven track record in making sure that an efficient service delivered exceeds expected customer expectations.