Service Delivery Manager

EOS IT Solutions; Boulder (CO); On-site; USD 135,000 - 145,000; Full time

Job summary

EOS IT Solutions in Boulder, CO, is seeking a Service Delivery Manager to oversee daily network operations, client program planning, and global meetings. You will drive service quality, ensure adherence to SLAs, KPIs, and EOS standards, and coordinate with local and regional stakeholders.

The role requires strong leadership of a remote field team, deep understanding of ITIL/CSI/Lean Six Sigma, and the ability to translate technical issues into clear business impact.

Qualifications

• Experience managing a remote technical field team in a complex agile environment.
• Understanding CSI, ITSM, Lean Six Sigma and 5S to support service delivery and strategy.
• Analytical thinking and problem-solving to manage service issues and change.
• Excellent client relationship management with ability to explain complex issues.
• Knowledge of routers, switches, routing protocols and circuit troubleshooting.
• Experience with risk management, service improvement and automation.
• Strong communication and presentation skills in a global team.
• Ability to develop service intelligence and operational insights.
• Coordinate and lead Service Review Meetings, QBRs, SLAs and escalation management.
• Executive-level leadership experience in a similar environment.
• Excellent prioritization and organizational skills.

Responsibilities

• Oversee the daily operation of our service to the client to ensure delivery of an effective quality Network Operational service.
• Engage in Service Review Meetings, QBRs, and escalation management.
• Mentor and train staff to develop service knowledge and professionalism.
• Drive service improvements and optimize operational efficiency.
• Ensure profitability through strong budgetary and financial oversight.
• Lead a cross-functional team and recruit/onboard new members within 60 days.
• Maintain engagement with stakeholders to meet client requests and SLAs.

Skills

Remote team management

ITSM

CSI

Lean Six Sigma

Analytical thinking

Client relationship management

Technical networking knowledge

Risk management

Automation of workflows

Executive leadership

Tools

Networking gear (routers/switches)

Job description

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.

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.

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 actionitems 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.

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.

PAY RANGE

$135,000-145,000 USD