Data Center Service Delivery Manager (Central/ Eastern Regions)

<div class="posting-title-container"> <p><strong>OUR COMPANY:</strong></p> <p>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.</p> <p>We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.</p> <p><strong>WHAT YOU WILL DO:</strong></p> <p>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. </p> <p>The SDM is responsible for service delivery, customer satisfaction, workforce planning, financial performance, operational excellence, and contractual compliance within a 24x7 mission-critical environment.</p> <p><strong>KEY RESPONSIBILITIES:</strong></p> <p><em>Leadership & Operations</em></p> <ul> <li>Lead operations across multiple data center campuses and regions.</li> <li>Ensure safe, reliable, and efficient delivery of managed services.</li> <li>Drive operational consistency, governance, and best practices.</li> <li>Manage SLA performance, KPIs, customer commitments, and business objectives.</li> <li>Support incident management, risk mitigation, business continuity, and operational readiness.</li> <li>Lead customer growth initiatives, site expansions, and new service deployments.</li> </ul> <p><em>Customer Management</em></p> <ul> <li>Serve as the primary operational escalation point for customers.</li> <li>Build trusted relationships with customer leadership and key stakeholders.</li> <li>Lead business reviews and present operational performance, staffing plans, risks, and improvement initiatives.</li> <li>Resolve escalations and identify opportunities to improve service delivery and customer value.</li> </ul> <p><em>People Leadership</em></p> <ul> <li>Directly manage and develop Operations Managers.</li> <li>Foster a culture of accountability, safety, customer focus, and operational excellence.</li> <li>Lead workforce planning, talent development, succession planning, and employee engagement initiatives.</li> <li>Partner with HR and Recruiting to support hiring, onboarding, and retention strategies.</li> </ul> <p><em>Financial & Business Management</em></p> <ul> <li>Own regional operational and financial performance.</li> <li>Manage labor planning, staffing, forecasting, budgets, and resource allocation.</li> <li>Monitor productivity, utilization, cost performance, and profitability.</li> <li>Identify opportunities for automation, efficiency improvements, and cost optimization.</li> </ul> <p><em>Governance & Compliance</em></p> <ul> <li>Ensure compliance with customer requirements, company policies, contractual obligations, and regulatory standards.</li> <li>Maintain audit readiness and operational reporting standards.</li> <li>Champion workplace safety and continuous improvement programs, including Lean and Six Sigma initiatives.</li> </ul> <p> </p> <p><strong>ESSENTIAL CRITERIA:</strong></p> <ul> <li>Bachelor's degree in Business, Engineering, IT, Operations, or related field (or equivalent experience).</li> <li>10+ years of leadership experience in data centers, managed services, mission-critical operations, or technology environments.</li> <li>5+ years leading multiple operational teams across geographically dispersed locations.</li> <li>Experience managing organizations of 50-200+ employees.</li> <li>Strong background in customer relationship management, service delivery, workforce planning, SLA management, and operational governance.</li> <li>Proven financial management experience, including budgeting, forecasting, and resource planning.</li> <li>Experience leading 24x7 operations and organizational transformation initiatives.</li> </ul> <p><strong>DESIRABLE CRITERIA:</strong></p> <ul> <li>Hyperscale data center or managed services experience.</li> <li>ITIL, Lean Six Sigma, PMP, or related certifications.</li> <li>Experience conducting Executive and Quarterly Business Reviews.</li> <li>Knowledge of network operations, infrastructure services, and data center lifecycle management.</li> <li>Experience building KPI dashboards, governance models, and service management programs.</li> </ul> <p><em>Scope of Responsibility</em></p> <ul> <li>Direct management of 3-5 Operations Managers.</li> <li>Indirect leadership of Service Leads, Technical Leads, Supervisors, and Data Center Technicians.</li> <li>Accountability for regional service delivery, workforce performance, customer satisfaction, and financial outcomes across multiple campuses and facilities.</li> </ul> <p><strong>WHAT SUCCESS LOOKS LIKE:<