OUR COMPANY:
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.
WHAT YOU WILL DO:
The Service Delivery Manager (SDM) provides leadership, operational oversight, and customer management for a regional portfolio of hyperscale data center managed services. Reporting to the Service Director, this role leads 3-5 Operations Managers and is accountable for 50-200+ employees across multiple campuses and data center facilities.
The SDM is responsible for service delivery, customer satisfaction, workforce planning, financial performance, operational excellence, and contractual compliance within a 24x7 mission-critical environment.
KEY RESPONSIBILITIES:
Leadership & Operations
- Lead operations across multiple data center campuses and regions.
- Ensure safe, reliable, and efficient delivery of managed services.
- Drive operational consistency, governance, and best practices.
- Manage SLA performance, KPIs, customer commitments, and business objectives.
- Support incident management, risk mitigation, business continuity, and operational readiness.
- Lead customer growth initiatives, site expansions, and new service deployments.
Customer Management
- Serve as the primary operational escalation point for customers.
- Build trusted relationships with customer leadership and key stakeholders.
- Lead business reviews and present operational performance, staffing plans, risks, and improvement initiatives.
- Resolve escalations and identify opportunities to improve service delivery and customer value.
People Leadership
- Directly manage and develop Operations Managers.
- Foster a culture of accountability, safety, customer focus, and operational excellence.
- Lead workforce planning, talent development, succession planning, and employee engagement initiatives.
- Partner with HR and Recruiting to support hiring, onboarding, and retention strategies.
Financial & Business Management
- Own regional operational and financial performance.
- Manage labor planning, staffing, forecasting, budgets, and resource allocation.
- Monitor productivity, utilization, cost performance, and profitability.
- Identify opportunities for automation, efficiency improvements, and cost optimization.
Governance & Compliance
- Ensure compliance with customer requirements, company policies, contractual obligations, and regulatory standards.
- Maintain audit readiness and operational reporting standards.
- Champion workplace safety and continuous improvement programs, including Lean and Six Sigma initiatives.
ESSENTIAL CRITERIA:
- Bachelor's degree in Business, Engineering, IT, Operations, or related field (or equivalent experience).
- 10+ years of leadership experience in data centers, managed services, mission-critical operations, or technology environments.
- 5+ years leading multiple operational teams across geographically dispersed locations.
- Experience managing organizations of 50-200+ employees.
- Strong background in customer relationship management, service delivery, workforce planning, SLA management, and operational governance.
- Proven financial management experience, including budgeting, forecasting, and resource planning.
- Experience leading 24x7 operations and organizational transformation initiatives.
DESIRABLE CRITERIA:
- Hyperscale data center or managed services experience.
- ITIL, Lean Six Sigma, PMP, or related certifications.
- Experience conducting Executive and Quarterly Business Reviews.
- Knowledge of network operations, infrastructure services, and data center lifecycle management.
- Experience building KPI dashboards, governance models, and service management programs.
Scope of Responsibility
- Direct management of 3-5 Operations Managers.
- Indirect leadership of Service Leads, Technical Leads, Supervisors, and Data Center Technicians.
- Accountability for regional service delivery, workforce performance, customer satisfaction, and financial outcomes across multiple campuses and facilities.
WHAT SUCCESS LOOKS LIKE:
The successful candidate is a strategic leader who delivers exceptional customer outcomes, builds high-performing teams, drives operational and financial excellence, and ensures scalable, reliable, and cost-effective service delivery across a complex hyperscale data center environment.
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
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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