Service Delivery Manager

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:

We are seeking an experience Service Delivery Manager to support our client’s new office fit-out in Raleigh. This individual will oversee the planning, coordination, and delivery of all IT, AV, and workplace technology components, ensuring seamless integration across event spaces, meeting rooms, and desk environments. Acting as the primary liaison between vendors, contractors, and internal stakeholders, this role will provide structured oversight of technical workstreams to ensure the program is delivered on time, within budget, and to the highest standard.

The successful candidate will be a self-starter, combining proven project leadership with strong technical understanding, managing multiple infrastructure streams while maintaining close communication with both local teams and EMEA-based leadership. They will ensure compliance with local regulations, building requirements, and company IT standards to deliver a reliable and future-ready workplace environment.

KEY RESPONSIBILITIES:

Serve as the primary onsite point of contact for the client, ensuring alignment between project delivery activities and business objectives

Lead, manage, and develop a remote team of Project Managers, including performance management, coaching, and professional development

Oversee project delivery performance across all active engagements, ensuring adherence to scope, timelines, budgets, and quality standards

Maintain oversight of project workflows, governance processes, and communication channels to ensure operational consistency and efficiency

Ensure project teams follow established methodologies, including risk management, issue tracking, change control, and stakeholder reporting

Facilitate regular service and delivery reviews with the client, including operational updates, SLA reviews, and continuous improvement discussions

Analyze delivery trends, forecast resource needs, and make data-driven decisions to improve project outcomes and team performance

Manage service-related financial reporting, including project financial health, forecasting, and budget adherence

Support resource planning, including leave management, workload balancing, and capacity forecasting for the project management team

Partner with internal HR and operational excellence teams on personnel matters, onboarding, and process improvements

Ensure new project managers receive a structured onboarding experience, including introductions to client stakeholders, delivery frameworks, and role expectations

Drive a culture of accountability, collaboration, and continuous improvement across the project management function

ESSENTIAL CRITERIA:

Minimum of 5 years’ experience managing and developing project management or service delivery teams

Strong background in project delivery governance, including SLAs, service reviews, QBRs, and escalation processes

Proven ability to lead distributed or remote teams while maintaining high performance and strong communication

Experience overseeing multiple concurrent projects with varying complexity and risk profiles

Strong analytical and forecasting skills, with a data-driven approach to decision-making

Excellent communication, influencing, and stakeholder-management abilities

Demonstrated experience improving delivery processes, workflows, or methodologies

Highly organized, self-motivated, and able to manage sensitive information with discretion

Proven track record of delivering high-quality services that exceed customer expectations

Solid understanding of service management principles and project delivery frameworks

DESIRABLE CRITERIA:

Experience in IT, technology, or enterprise service environments is beneficial

Ability to work in a fast-paced, client-facing environment with shifting priorities

Occasional travel may be required for team meetings or client engagements

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.

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; reli…