Our Company
EOS is a global leader in delivering innovative technology and managed services solutions. We partner with organisations to optimise operations, enhance efficiency, and drive sustainable growth. Our mission is to empower businesses through exceptional service and cutting-edge solutions.
Role Overview
As an EOS Service Delivery Manager, you will be the strategic interface between our clients and delivery teams, ensuring outstanding service performance, commercial success, and long-term growth. Acting as the main point of contact for your client, you’ll cultivate and own key stakeholder relationships and be responsible for account performance, financial governance, SLA achievement, contract compliance, and risk and strategy alignment between the customer and EOS.
You will lead and mentor a high-performing Operations team, fostering accountability, efficiency, and continuous improvement. This role requires balancing operational excellence with strong relationship management, ensuring a seamless experience that gives clients confidence in EOS as a long-term partner.
Key Responsibilities
Customer Experience
- Cultivate and manage key stakeholder relationships, focusing on services delivered and identifying growth opportunities.
- Act as the primary point of contact for the client, managing and coordinating problem resolution efforts.
- Communicate SLA performance, provide service performance reports, and lead regular Service Review presentations.
- Manage service improvement plans, optimizing contractual, commercial, and technical outcomes.
Service Leadership
- Lead, coach, and develop service teams, maintaining a culture of continuous improvement and client success.
- Ensure technical competencies are continuously reviewed and enhanced.
- Drive performance management and regular goal setting within teams.
- Promote a One-Team approach across regions to optimize service delivery.
Contract & Commercial Management
- Ensure contractual obligations are achieved, managing commercial performance and compliance with SLAs and KPIs.
- Drive growth in Contractual and Professional Services by understanding customer objectives and challenges.
Innovation & Continuous Improvement
- Own and coordinate Operational Excellence activity, embedding a culture of continuous improvement.
- Develop strategies to exceed client expectations and capture additional revenue opportunities.
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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