Service Delivery Manager – Enterprise Network Engineering and Deployments
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.
As the Global Service Delivery Manager, you will play a critical role in overseeing the entire service delivery process for Enterprise Network Engineering Deployments, ensuring the successful execution and management of our services for our customer. You will be responsible for leading a diverse team across multiple locations, including Network Engineers, Network Deployment Engineers, Project Managers, Project Coordinators, 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 Network Engineering and Deployment service delivery lifecycle. The role of the service is to provide both on-site and remote support to the customers Enterprise Network Engineering team, which include the primary tasks of Office Builds, POP Builds, Data centers/Data Halls and Site Decommissions.
WHAT YOU’LL DO:
Provide overall leadership and strategic direction to the Enterprise Network Engineering and Deployment service delivery team, ensuring alignment with customer requirements, business objectives, and service level agreements (SLAs).
Collaborate closely with the customer and other key stakeholders to understand their needs, goals, and expectations, and translate them into actionable service delivery plans and strategies specific to Enterprise Network Engineering Deployment operations.
Establish and maintain strong relationships with the customer, serving as the primary point of contact for all Enterprise service-related matters and effectively managing customer expectations.
Oversee the end-to-end service delivery process for Network Deployments, ensuring the timely and efficient execution of projects, installations, repairs, and other service activities in alignment with Enterprise Network Engineering Deployment best practices.
Monitor and evaluate Enterprise Network Engineering Deployment service performance against SLAs, KPIs, 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 specific to Enterprise Network Engineering Deployment to ensure consistent service delivery excellence across global locations.
Lead and mentor a diverse team of Enterprise Network Engineering Deployment service delivery professionals, providing guidance, coaching, and support to foster their professional growth and development in the Enterprise domain.
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 Engineering Deployment service delivery.
Manage vendor relationships and third-party service providers, ensuring their adherence to contractual obligations and service level commitments within the Enterprise Network Engineering Deployment context.
Drive the implementation and adoption of Enterprise Network Engineering Deployment service management frameworks and tools to streamline service delivery processes, improve operational efficiency, and enhance reporting capabilities.
Stay informed about industry trends, emerging technologies, and customer demands in the space, providing strategic insights and recommendations to drive service innovation and differentiation.
Prepare and present regular enterprise service performance reports, highlighting achievements, challenges, and improvement initiatives to key stakeholders and senior management.
Monitor Enterprise Network Engineering Deployment industry standards, regulations, and compliance requirements related to service delivery, ensuring adherence and proactively addressing any potential risks or gaps in data center operations.
Foster a culture of excellence, collaboration, and customer-centricity within the Enterprise Network Engineering Deployment service delivery team, promoting a positive and high-performance work environment.
WHAT YOU NEED TO SUCCEED:
Bachelor’s degree in a relevant field (Computer Science, Engineering, IT, or related discipline). Advanced degree is a plus.
Proven experience in a senior leadership role within the IT services industry, with a focus on Enterprise Network Engineering Deployment service delivery management, customer relationship management, and operational excellence.
Strong experience in managing global Enterprise Network Engineering Deployment service delivery operations, including Network Engineers, Network Deployment Engineers, project coordinators, project management, and other related functions specific to data centers.
In-depth knowledge of Enterprise Network Operations, networking technologies, IT infrastructure, and related service delivery processes.
Excellent understanding of data center service management frameworks and best practices, such as ITIL, and their practical application within a data center service delivery environment.
Demonstrated success in managing large-scale, complex enterprise engineering projects and service engagements, meeting customer expectations, and delivering results within budget and timeline constraints.
Proven ability to build and maintain strong relationships with customers, stakeholders, and cross-functional teams, effectively managing expectations and resolving conflicts.
Strong business acumen, with the ability to align Enterprise Network Engineering Deployment service delivery strategies with customer needs and broader business objectives.
Exceptional leadership and people management skills, with the ability to motivate, inspire, and develop a diverse team of professionals across global locations, with a specific focus on Enterprise Network Engineering Deployment operations.
Excellent communication and presentation skills, with the ability to convey complex concepts and ideas to both technical and non-technical audiences in the context of Enterprise Network Engineering Deployment operations.
Strong analytical and problem-solving abilities, with a data-driven mindset and the ability to leverage data and insights to drive decision-making and process improvement within Enterprise Network Engineering Deployment operations.
Proactive, results-oriented mindset, with a focus on continuous improvement, innovation, and operational excellence in the Enterprise Network Engineering Deployment context.
Project management certifications, such as PMP, PRINCE2, or similar, are advantageous.
Technical certifications such as CCNA, CCNP, and relevant certifications specific to data center operations are highly desirable.
Experience in implementing Network Engineering automation, efficiency improvement initiatives, and process optimization is a significant advantage.
Experience in utilizing enterprise network management and monitoring tools is highly desirable.
Experience in applying Six Sigma or similar methodologies to drive process improvement in Enterprise Network Engineering Deployment operations is a plus.
Flexibility to travel internationally as needed to meet with customers, teams, and stakeholders in the context of data center operations.
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.