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EOS IT Solutions · 3 days ago

Global Service Delivery Manager

Fremont, CA

Full-time

Onsite

Senior Level

$150K/yr - $170K/yr

7+ years exp

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. The Global Service Delivery Manager is responsible for leading the global delivery of collaboration technology initiatives and managing a diverse portfolio of projects to ensure quality, efficiency, and alignment with organizational standards.

CollaborationData CenterInformation TechnologyInternet of ThingsIT InfrastructureLogisticsProfessional NetworkingSecuritySupply Chain ManagementVideo

Responsibilities

Lead global collaboration service delivery projects, including planning, execution, and post-deployment reviews for new builds, retrofits, and decommissioning initiatives

Direct and mentor four regional leaders and a global design team, ensuring alignment with global standards and objectives

Foster a collaborative, inclusive, and high-performance culture across geographically dispersed teams, emphasizing operational excellence and accountability

Attract and retain talent for the organization through ongoing investment in our people and their career development

Develop career growth plans, provide coaching, and ensure professional development opportunities for team members

Set clear performance objectives, conduct regular evaluations, and drive accountability to meet service delivery and governance standards

Implement the Managed Services strategy set out by the business

Develop and maintain global project plans, ensuring timely delivery within budget and resource constraints

Provide regular status updates to stakeholders, proactively identifying risks and implementing mitigation strategies

Coordinate cross-functional collaboration with engineering, operations, and design teams to ensure seamless project execution

Escalate critical issues to senior leadership as needed and drive resolution to maintain project success

Develop plans and strategies to improve performance, reliability, and operational cost-effectiveness

Demonstrate integrity without compromise, respect, commitment to service excellence, collaboration & agility

Establish and enforce robust service governance frameworks to ensure consistent, high-quality service delivery across all regions, aligning with industry best practices and organizational objectives

Champion regular service reviews and QBRs with internal and external stakeholders

Develop and implement standardized processes, policies, and SLAs to drive operational excellence and ensure compliance with client expectations and regulatory requirements

Monitor and report on KPIs and operational metrics, such as system uptime, incident resolution times, and client satisfaction, to maintain service quality and transparency

Conduct regular governance reviews, audits, and risk assessments to identify and mitigate operational risks, ensuring continuous improvement in service delivery

Champion a culture of operational excellence by leveraging data-driven insights, process optimization, and automation to enhance efficiency and scalability

Drive continuous improvement initiatives across the portfolio, ensuring EOS delivers investment value for our clients

Lead transformation initiatives leveraging Lean, Six Sigma, and automation to modernize service operations

Partner with the Business Transformation Team to define scalable frameworks for delivery governance and Balanced Scorecard implementation

Oversee the development, negotiation, and management of client contracts, ensuring alignment with service scope, pricing, and performance obligations

Collaborate with legal and procurement teams to draft, review, and enforce contract terms, minimizing risks and ensuring clear accountability for service delivery

Monitor contract performance, including adherence to SLAs, deliverables, and milestones, and address any discrepancies or escalations promptly

Develop and maintain client relationships, service management, and contract management

Responsible for service governance including the creation and adherence to SLA/KPIs

Lead monthly, quarterly, and annual service reviews with our client

Qualification

AV Systems ExpertiseClient Relationship ManagementProject ManagementLeadershipPMP CertificationAnalytical SkillsTeam DevelopmentCommunication SkillsNegotiation SkillsProblem-Solving Skills

Required

7+ years of project management experience in an AV construction, technical, or AV/collaboration environment

Bachelor's degree in a relevant field; PMP or equivalent certification

Proven track record of delivering complex, global projects on time and within budget

Strong leadership skills with experience managing globally dispersed teams

Exceptional communication and stakeholder management skills across global teams

Ability to adapt to changing priorities and business needs in a fast-paced environment

Analytical mindset with strong problem-solving and decision-making capabilities

Track record in ensuring efficient service delivery exceeds customer expectations

Proven leader with experience presenting to executive-level client stakeholders

Experience developing and implementing strategic plans for AV managed services, aligning with organizational or client goals

Expertise in managing client relationships, including contract negotiations, service renewals, and upselling additional services

Strong storytelling and communication skills to influence all organizational levels

Ability to develop pricing models, service contracts, and proposals that balance profitability with client value

Familiarity with forecasting, budgeting, and reporting on KPIs such as service uptime, client retention, and revenue growth

Experience driving operational excellence through process optimization, automation, and adoption of new technologies

Strong experience in developing teams and implementing effective performance management mechanisms

Ability to demonstrate high levels of integrity and manage sensitive and confidential information

Self-motivated and able to take responsibility in an autonomous environment

Advanced analytical and problem-solving skills

Strong influencing, negotiation, and decision-making skills

Preferred

Technical expertise in Audiovisual Systems, including video conferencing systems (Zoom, Microsoft Teams, Cisco Webex), digital signage, projection systems, audio systems, and control systems (Crestron, AMX, Extron)

Familiarity with AV-over-IP solutions, unified communications, and integration with IT infrastructure

ITIL Certification v4 or higher

Proven track record of applying Six Sigma or Lean methodologies to improve IT service processes, reduce operational costs, and enhance service quality

Experience with emerging technologies such as AI, automation, or DevOps practices to enhance service delivery