Job Description

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.

WHAT YOU WILL DO:
The successful candidate will have a proven track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth and client satisfaction.

• Work day-to-day with the client and Service Delivery Executive to ensure the successful delivery of the service.
• Holds and leads weekly service reviews and Quarterly Business reviews with all stakeholders.
• Meet regularly with the clients to review ongoing and new projects along with identifying new opportunities for growth.
• Manage and build a highly effective team, ensuring performance management, communication, goals and objective planning.
• Work with the Service Delivery Executive on strategy and account development.
• Provide ongoing communication of planning, project status, issues and risks in a timely fashion to key stakeholders.
• Establish dashboards and report on KPI’s for your service areas.
• Maintain operational oversight of the service and ensure optimum efficiency and productivity.
• Monitor effective implementation of all projects and recommend improvements for operational efficiency.
• Collaborating with EOS Human Resources on all personnel issues or questions.
• Actively participate in future recruiting efforts.
• Onboarding new team members – providing a thorough introduction to the group including business objectives, counterparts, team members, contacts, the role etc.
• Drive continual service improvement and measurable value for our clients.

WHAT YOU WILL NEED TO SUCCEED:

• Experience managing a technical team, with experience in Helpdesk Support for Enterprise clients.
• A sound technical understanding of service desk based roles and technical support would be an advantage.
• Experience with process improvement and systems development, leveraging automation to streamline repetitive workflows.
• Experience with managing change control processes and maintenance activity in a 24x7 production environment.
• Excellent communication skills and ability to work in a global team environment.
• Develops programs focused on enhancing customer success plans that outline critical metrics / KPI's for success and potential issues, and provide recommendations.
• Responsible for Service Review Meetings, QBR's, SLA and escalation management.
• Manage the customers’ expectations to deliver an exceptional customer experience in line with agreed SLAs.
• Ability to communicate effectively with the customer and their decision makers and other team members.
• Proactive and data driven.
• Previous experience as a senior level leader in a similar environment.
• Excellent organizational skills.
• Able to manage sensitive and sometimes confidential information.
• Self-motivation and able to take responsibility.
• Able to manage and prioritize tasks and time efficiently.
• Able to demonstrate initiative and a proactive approach to daily tasks.
• Strong influencing, negotiation and decision-making skills.
• Proven track record in making sure that an efficient service delivered exceeds expected customer expectations.
• Solid understanding of service management principles and tools such as ServiceNow.
• Six sigma and/or lean certification highly desired.

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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