Global Service Delivery Lead

OUR COMPANY:

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:

As the Global Service Lead, you will be responsible for the successful delivery of global

logistics and fulfillment operations across multiple regions, ensuring operational

excellence, service performance, and continuous improvement throughout the supply

chain network. You will lead a team of Logistics Coordinators responsible for executing

daily logistics activities while serving as the primary escalation point for internal

stakeholders, customers, carriers, freight forwarders, and third-party logistics providers

(3PLs).

This role combines operational leadership, people management, analytics oversight,

vendor governance, and strategic program execution. The Global Service Lead will drive

KPI performance, develop scalable processes, identify cost-saving opportunities, support

network optimization initiatives, and champion automation programs that improve

efficiency and customer experience.

This is a full-time, onsite position at the assigned facility during standard business hours.

KEY RESPONSIBILITIES:

Team Leadership Service Delivery

• Lead, coach, and develop a global team of Logistics Coordinators supporting

logistics and fulfillment operations.

• Establish performance expectations, provide regular feedback, and conduct

performance reviews.

• Serve as the primary escalation point for critical logistics issues, customer

concerns, and operational disruptions.

• Ensure consistent execution of logistics processes and adherence to established

service level agreements (SLAs).

• Allocate resources and workload across the team to ensure optimal coverage and

operational efficiency.

• Drive a culture of accountability, customer service, continuous improvement, and

operational excellence.

• Develop and maintain training materials, onboarding programs, and operational

documentation.

Global Logistics Fulfillment Operations

• Oversee daily logistics activities, including parcel, air freight, ocean freight, and

white-glove transportation services.

• Ensure shipments are processed accurately and within established service-level

commitments.

• Monitor end-to-end shipment activity and proactively manage logistics exceptions.
• Provide operational guidance and decision-making support for customs, trade

compliance, dangerous goods (DG), and transportation-related issues.

• Ensure timely resolution of shipment delays, customs hold, delivery failures,

inventory discrepancies, and customer escalations.

• Maintain visibility of global logistics operations and drive corrective actions when

service performance falls below targets.

KPI Management, Reporting Analytics

• Develop, maintain, and continuously improve operational KPI frameworks and

reporting structures.

• Review daily, weekly, monthly, and quarterly operational performance reports.
• Analyze logistics data to identify trends, root causes, risks, and opportunities for

improvement.

• Lead business reviews with internal stakeholders and logistics service providers.
• Partner with Program Coordinators and analysts to ensure reporting accuracy and

actionable insights.

Strategic Planning Continuous Improvement

• Support the design and optimization of a global logistics network capable of

supporting high-mix and rapidly evolving product portfolios.

• Identify and implement transportation, inventory, and process improvements that

reduce cost and improve service performance.

• Drive standardization of logistics and supply chain processes across global regions.
• Lead root-cause investigations and corrective action plans for recurring operational

issues.

• Establish and maintain standard operating procedures (SOPs), process

documentation.

• Manage operational improvement projects from planning through implementation.

Automation Digital Transformation

• Lead implementation and adoption of logistics technology solutions and

automation initiatives.

• Support integration of Salesforce Service Cloud, AfterShip, PandoAI, WMS, TMS,

and other operational platforms.

• Partner with business intelligence and engineering teams to develop scalable

reporting and data solutions.

• Identify opportunities to reduce manual effort through workflow automation and AI

enabled operational processes.

ESSENTIAL CRITERIA:

• Minimum of five years' experience in logistics, supply chain, transportation,

fulfillment operations, or service delivery management.

• Minimum of two years' experience leading teams in a logistics or supply chai…