EOS IT Solutions
Service Delivery Manager
EOS IT Solutions, San Jose, California, United States, 95199
WHO WE ARE: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:
The successful candidate will have a proven track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth and client satisfaction.Work day-to-day with the client and Service Delivery Executive to ensure the successful delivery of the serviceHolds and leads weekly service reviews and Quarterly Business reviews with all stakeholdersMeet regularly with the clients to review ongoing and new projects along with identifying new opportunities for growthManage and build a highly effective team, ensuring performance management, communication, goals and objective planningWork with the Service Delivery Executive on strategy and account developmentProvide ongoing communication of planning, project status, issues and risks in a timely fashion to key stakeholdersEstablish dashboards and report on KPI’s for your service areasMaintain operational oversight of the service and ensure optimum efficiency and productivityMonitor effective implementation of all projects and recommend improvements for operational efficiencyCollaborating with EOS Human Resources on all personnel issues or questionsActively participate in future recruiting effortsOnboarding new team members – providing a thorough introduction to the group including business objectives, counterparts, team members, contacts, the role etc.Drive continual service improvement and measurable value for our clients
WHAT YOU WILL NEED TO SUCCEED:
Experience managing a technical team, with experience in Helpdesk Support for Enterprise clientsA sound technical understanding of service desk based roles and technical support would be an advantageExperience with process improvement and systems development, leveraging automation to streamline repetitive workflowsExperience with managing change control processes and maintenance activity in a 24x7 production environmentExcellent communication skills and ability to work in a global team environmentDevelops programs focused on enhancing customer success plans that outline critical metrics / KPI's for success and potential issues, and provide recommendationsResponsible for Service Review Meetings, QBR's, SLA and escalation managementManage the customers’ expectations to deliver an exceptional customer experience in line with agreed SLAsAbility to communicate effectively with the customer and their decision makers and other team membersProactive and data drivenPrevious experience as a senior level leader in a similar environmentExcellent organizational skillsAble to manage sensitive and sometimes confidential informationSelf-motivation and able to take responsibilityAble to manage and prioritize and tasks and time efficientlyAble to demonstrate initiative and a proactive approach to daily tasksStrong influencing, negotiation and decision-making skillsProven track record in making sure that an efficient service delivered exceeds expected customer expectationsSolid understanding of service management principles and tools such as ServiceNowSix sigma and/or lean certification highly desiredEOS 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.#J-18808-Ljbffr
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.WHAT YOU WILL DO:
The successful candidate will have a proven track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth and client satisfaction.Work day-to-day with the client and Service Delivery Executive to ensure the successful delivery of the serviceHolds and leads weekly service reviews and Quarterly Business reviews with all stakeholdersMeet regularly with the clients to review ongoing and new projects along with identifying new opportunities for growthManage and build a highly effective team, ensuring performance management, communication, goals and objective planningWork with the Service Delivery Executive on strategy and account developmentProvide ongoing communication of planning, project status, issues and risks in a timely fashion to key stakeholdersEstablish dashboards and report on KPI’s for your service areasMaintain operational oversight of the service and ensure optimum efficiency and productivityMonitor effective implementation of all projects and recommend improvements for operational efficiencyCollaborating with EOS Human Resources on all personnel issues or questionsActively participate in future recruiting effortsOnboarding new team members – providing a thorough introduction to the group including business objectives, counterparts, team members, contacts, the role etc.Drive continual service improvement and measurable value for our clients
WHAT YOU WILL NEED TO SUCCEED:
Experience managing a technical team, with experience in Helpdesk Support for Enterprise clientsA sound technical understanding of service desk based roles and technical support would be an advantageExperience with process improvement and systems development, leveraging automation to streamline repetitive workflowsExperience with managing change control processes and maintenance activity in a 24x7 production environmentExcellent communication skills and ability to work in a global team environmentDevelops programs focused on enhancing customer success plans that outline critical metrics / KPI's for success and potential issues, and provide recommendationsResponsible for Service Review Meetings, QBR's, SLA and escalation managementManage the customers’ expectations to deliver an exceptional customer experience in line with agreed SLAsAbility to communicate effectively with the customer and their decision makers and other team membersProactive and data drivenPrevious experience as a senior level leader in a similar environmentExcellent organizational skillsAble to manage sensitive and sometimes confidential informationSelf-motivation and able to take responsibilityAble to manage and prioritize and tasks and time efficientlyAble to demonstrate initiative and a proactive approach to daily tasksStrong influencing, negotiation and decision-making skillsProven track record in making sure that an efficient service delivered exceeds expected customer expectationsSolid understanding of service management principles and tools such as ServiceNowSix sigma and/or lean certification highly desiredEOS 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.#J-18808-Ljbffr