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.
JOB OVERVIEW:
The Service Delivery Manager will be actively involved in all aspects of client program planning, development, and evaluation, driving meetings globally, assigning action items and establishing timelines.Coaching and developing Teams for delivering exceptional service to our clients
Key Responsibilities
• Operational Oversight: Lead logistics and deployment operations across London, Dublin, and Brazil. Ensure day-to-day execution aligns with service expectations and regional requirements.
• Customer Engagement: Act as the primary point of contact for client partners in the region. Lead regular syncs, track open items, and ensure escalation paths are clear and responsive.
• Team Leadership: Manage and coach site leads and logistics technicians. Oversee shift scheduling, workload distribution, and adherence to operational best practices.
• Performance & SLA Management: Track and report on SLA attainment, backlog trends, and overall service health. Implement corrective actions where needed to maintain delivery excellence.
• Provisioning Oversight: Ensure proper execution of IT asset imaging, configuration, and deployment to new hires, replacements, and onsite teams.
• Financial Oversight: Monitor regional operating expenses and labour hours. Partner with finance to align invoicing, track budget-to-actual variances, and support cost-per-asset modelling as applicable.
• Governance & Reporting: Provide service performance updates, input for QBRs, and operational scorecards. Lead weekly service review calls with stakeholders.
• Cross-Regional Coordination: Collaborate with Brazil site management to align processes and maintain delivery consistency across geographies.
Required Skills & Experience
• 5+ years in service delivery, logistics, or operations roles within IT or managed service environments.
• Strong regional operations experience across EMEA and/or LATAM preferred.
• Proven ability to lead distributed teams and manage through influence.
• Solid understanding of operational KPIs, task management systems, and SLA-driven environments.
• Financial acumen, including labour cost tracking, invoicing, and budget oversight.
• Strong communication skills with the ability to engage directly with clients and internal stakeholders at all levels.
• Willingness to travel occasionally across supported sites.
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.
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