Service Delivery Manager

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. Customer satisfaction and commitment to superior quality of service are our top business priorities.

We are seeking a highly capable and experienced Service Delivery Manager to lead our onsite team at a leading tech company. This individual will play a critical role in driving exceptional service delivery across enterprise AV and collaboration environments, ensuring operational excellence, governance alignment, and stakeholder satisfaction.

The SDM will oversee service performance, team development, and continuous improvement initiatives, while maintaining strong client relationships and ensuring services are delivered to the highest standards. Success in this role requires a solid understanding of AV systems, conferencing platforms, and service workflows, combined with strategic leadership and a proactive, data-driven approach to service management. This is a full-time, onsite position based at our client’s office in Madrid.

WHAT YOU’LL DO:

• Effectively collaborate with the client to develop the account, exceed expectations, and deliver within the defined scope of work.
• Lead and manage all personnel matters for the team, including performance management, communication, goal and objective planning, and team building.
• Maintain oversight of workflows and communication efforts to ensure alignment with service goals.
• Manage all communication with staff, maintain visibility into employee performance, and ensure alignment with business objectives.
• Provide oversight of the service governance framework to ensure processes and policies are maintained, reviewed regularly, and improved as needed.
• Ensure optimal levels of customer service and provide effective training to staff to support high-quality deliverables.
• Lead and facilitate regular service reviews with all stakeholders, including weekly tactical syncs, monthly operational reviews, and quarterly SLA and service improvement reviews.
• Analyse service trends, forecast needs, and make strategic, data-driven business decisions.
• Report on service-specific budget status and other financial measures defined for the customer engagement.
• Oversee and maintain the leave plan roster for primary and secondary resources, providing updates to stakeholders in bi-weekly meetings.
• Design and manage a robust technician onboarding process to ensure knowledge transfer and service continuity.
• Collaborate with Human Resources on all personnel issues or questions.
• Onboard new team members with a comprehensive introduction to the team, business objectives, key contacts, and role expectations.

WHAT YOU WILL NEED TO SUCCEED:

• Minimum of 5 years experience managing and developing technical teams delivering enterprise AV or collaboration services.
• Proven experience managing service governance programs, including service reviews, QBRs, SLAs, and escalation processes.
• Strong understanding of AV systems, conferencing platforms, and service workflows.
• Experience with automation, process improvement, and systems development in a service delivery context.
• Demonstrated excellence in people management, including team leadership, performance development, conflict resolution, and fostering a collaborative, high-performing work culture.
• Proactive, data-driven mindset with strong analytical and forecasting skills.
• Excellent organizational and time management abilities.
• Ability to manage sensitive and confidential information with discretion.
• Self-motivated and accountable, with a proactive approach to daily tasks.
• Strong influencing, negotiation, and decision-making skills.
• Proven track record of delivering efficient services that exceed customer expectations.
• Solid understanding of service management principles.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer.