What are the responsibilities and job description for the Global Service Delivery Manager position at Company?
OUR COMPANY :
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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 services 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’LL DO :
As the Global Service Delivery Manager , you will play a critical role in overseeing the entire service delivery process for our Enterprise Network Infrastructure Operations organization, ensuring the successful execution and management of our services for our customers. You will be responsible for leading a diverse team across multiple geographical regions, managing Network Engineers, Wireless Engineers, and other key roles within the service. Your primary focus will be on delivering exceptional service, meeting customer expectations, driving operational efficiency, and fostering continuous improvement throughout the enterprise. The successful candidate must have a strong technical background, be innovative and agile, collaborate well in a team environment, and have strong written and verbal communication. We are seeking a visionary who challenges the status quo and believes that technologies can “level-up” productivity.
This is a hybrid role.
KEY RESPONSIBILITIES :
- Provide overall leadership and strategic direction to the Enterprise Network Operations service delivery team, ensuring alignment with customer requirements, business objectives, and service levels.
- Collaborate closely with the customer and other key stakeholders to understand needs, goals, and expectations, translating them into actionable service delivery plans and strategies specific to Enterprise Network operations and engineering.
- Establish and maintain strong relationships with the customer, serving as the primary point of contact for all service-related matters and effectively managing customer expectations.
- Oversee the end-to-end service delivery process for Network Infrastructure, ensuring the timely and efficient execution of service activities in alignment with IT service management best practices.
- Monitor and evaluate Network Operations service performance against SLA, KPI, and customer satisfaction metrics, implementing necessary corrective actions and improvement initiatives as needed.
- Drive continuous improvement efforts across the service delivery function, identifying opportunities for operational efficiency, process optimization, and enhanced customer experience in a data center environment.
- Develop and implement best practices, standardized processes, and quality control measures in support of service delivery excellence across global locations.
- Collaborate with cross-functional teams, including field technicians, NOC operations specialists, technical project managers, and other stakeholders, to ensure seamless coordination and collaboration in Enterprise Network service delivery.
- Manage vendor relationships and third-party service providers, ensuring their adherence to contractual obligations and service level commitments for our customers.
- Prepare and present regular enterprise service performance reports, highlighting achievements, challenges, and improvement initiatives to key stakeholders and senior management.
ESSENTIAL CRITERIA :
DESIRED CRITERIA :
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