Service Delivery Manager, Infrastructure Engineering

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 day-to-day operations and service-related activities
- Lead business growth: roadmap planning, service reviews, and long-term 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 bi-annual performance evaluation
- Participate in hiring and training

**WHAT YOU NEED TO SUCCEED**:

- 5+ years of experience leading engineering and operation teams
- 2+ years of systems automation experience in either Python, Bash, Chef, and/or Ansible within a primarily GNU/Linux devops environment
- 2+ years of programming experience in PHP and either C, C++, Java, JavaScript, GoLang, Ruby, or Rust
- Excellent interpersonal skills, including relationship building with diverse, global, and cross-functional teams
- Track record of successful delivery of technical projects and service for clients or other stakeholders
- Strong analytical, problem-solving, 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
- 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.
- 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._
- #indeedhp_