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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