Global Service Delivery Lead for Enterprise Networks

EOS IT Solutions; Hayward (CA); On-site; USD 135,000 - 140,000; Full time

Job summary

EOS IT Solutions seeks a Global Service Delivery Manager to oversee network operations, client program planning, development, and evaluation across regions. You will lead global meetings, assign action items, and ensure execution of financial, operational, and leadership objectives aligned with program goals.

The role emphasizes overseeing client/account management, operational excellence, and team leadership while maintaining SLA compliance and driving revenue health across multiple regions.

Qualifications

• Proven experience managing a global technical team and supporting enterprise network deployments.
• Ability to clearly communicate complex issues related to production networks running dynamic routing protocols to clients.
• Experience in process improvement and systems development, including leveraging automation to streamline workflows.
• Strong business acumen with an understanding of financial measures tied to customer engagement.

Responsibilities

• Collaborate effectively with clients to grow the account, exceed expectations, and deliver within the agreed scope of work.
• Drive account growth initiatives and ensure accurate, timely invoicing and query resolution to maintain financial health.
• Monitor revenue performance against targets and proactively address invoicing issues.
• Lead and facilitate periodic service reviews with all stakeholders, ensuring transparency and alignment.
• Analyse operational trends, forecast needs, and make strategic, data-driven business decisions.
• Maintain global operations and processes in alignment with required standards, ensuring consistency across regions.
• Oversee project implementation, identify areas for improvement, and recommend solutions to enhance operational efficiency.
• Ensure SLA compliance for ticket management and proactively manage aged stock to minimize operational risk.
• Manage team communications, monitor employee performance, and drive achievement of business objectives.
• Conduct regular 1:1s and performance reviews, ensuring all team members have clear goals and documented progress.
• Oversee onboarding of new team members, ensuring a comprehensive introduction to business objectives, team structure, and role expectations.
• Ensure holiday and cover planning prevents service disruptions.
• Governance & Reporting: Prepare documentation for global processes and policies, and propose enhancements where necessary.
• Provide accurate reporting on invoicing, ticket performance, and operational metrics using tools such as Tableau and Jira.
• Participate in monthly and quarterly business reviews (MBRs/QBRs) to assess progress, challenges, and strategic opportunities.

Skills

Global team management

Enterprise network deployments

Communication of complex issues

Process improvement

Automation for workflows

Business acumen

Financial metrics awareness

Job description

EOS IT Solutions seeks a Global Service Delivery Manager to oversee network operations, client program planning, development, and evaluation across regions. You will lead global meetings, assign action items, and ensure execution of financial, operational, and leadership objectives aligned with program goals.

The role emphasizes overseeing client/account management, operational excellence, and team leadership while maintaining SLA compliance and driving revenue health across multiple regions.