Service Delivery Manager, Infrastructure Engineering

2 weeks ago

Melbourne, Victoria, Australia EOS Full time

EOS IT Solutions is a family run 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:


EOS IT Solutions is looking for a Service Delivery Manager to lead and expand one of our existing managed services infrastructure engineering teams supporting collaboration technologies.


WHAT YOU'LL DO:

Clients

  • Define the scope of the service and establish clear expectations
  • Maintain positive relationships with internal clients by continuously improving service quality and efficiency
  • Ensure client satisfaction with the service through management of SLAs and proactively working with them to resolve any issues
  • Display ownership of client issue resolution and escalation management
Business

  • Oversee daytoday operations and servicerelated activities
  • Lead business growth: roadmap planning, service reviews, and longterm strategy
  • Examine areas for service improvement and potential for expansion
  • Oversee, plan monitor SLA of 'on call' rotations
Team

  • Lead multifunctional and diverse operations and engineering teams for a regional team, coordinating successfully with the teams in other regions
  • Improve and develop current and new processes to drive team efficiency
  • Identify areas for automation and future engineering projects
  • Manage individual career development, assist with defining growth goals, and conduct biannual performance evaluation
  • Participate in hiring and training

WHAT YOU NEED TO SUCCEED:

  • 5+ years of experience leading engineering and operation teams
  • Excellent interpersonal skills, including relationship building with diverse, global, and crossfunctional teams
  • Track record of successful delivery of technical projects and service for clients or other stakeholders
  • Strong analytical, problemsolving, negotiation and organizational skills with a clear focus under pressure
  • Proactive with the ability to lead and execute on multiple projects simultaneously
  • Resourceful, results oriented with the ability to get things done and overcome obstacles
  • Works independently with little supervision yet integrate well into new teams and able to work with ambiguity and evolving scope
  • Adapts quickly to learn new skills and technologies
Preferred Qualifications

  • Background in Service Operations, Service Transition or related
  • 2+ years of systems automation experience in either Powershell, Bash, Chef, and/or Ansible.
  • Entrepreneurial spirit is highly valued
  • Service Delivery Manager will be working with ambiguity and essentially shaping the future of the service
  • Experience working with teams spanning multiple locations and time zones.

Additional Information
The EOS Group recognizes the responsibilities it has to its customers, suppliers & employees.


Individuals with medical issues or religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.


  • 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 nonmerit factor._

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