Data Center Service Delivery Manager (Mountain / Pacific) - Hybrid

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 a Data Center Service Delivery Manager, you will oversee the end-to-end delivery and performance of our data center services. You will ensure operational efficiency, meet service level objectives, and support the hardware lifecycle management of complex, mission-critical infrastructure. Your focus will be on managing infrastructure technicians and retrofit teams in a fast-paced environment while working closely with client stakeholders to ensure optimal performance, risk mitigation, and continuous improvement across data center operations.

KEY RESPONSIBILITIES: 

Service Operations & Delivery:

• Own the daily delivery and performance of our data center support services, ensuring compliance with SLAs, KPIs, and contractual commitments
• Manage cross-functional teams that perform hardware repairs, retrofits, upgrades, decommissions, and related physical infrastructure work
• Develop and implement operational strategies to optimize service efficiency and scalability
• Partner with local and global client stakeholders to execute tactical and strategic initiatives, ensuring proactive communication and alignment

Team Leadership & Development:

• Lead a team of on-site and remote data center technicians, fostering a culture of accountability, performance, and collaboration
• Drive continuous improvement and knowledge sharing through structured coaching, documentation, and training
• Monitor technician performance, conduct reviews, and establish improvement plans to meet service delivery goals

Service Improvement & Analysis:

• Analyze operational trends, asset lifecycle data, and ticketing patterns to identify risks and drive strategic decision-making
• Collaborate with internal teams to streamline workflows, reduce MTTR, and implement automation where possible
• Conduct root cause analysis (RCA) and implement preventive actions for recurring hardware or service issues

Stakeholder Management & Communication:

• Serve as the primary point of contact for client escalation and service-related discussions
• Lead service reviews, QBRs, and performance updates with key internal and external stakeholders
• Maintain and track resource plans, capacity models, and escalation logs to support operational readiness

ESSENTIAL CRITERIA:

• 5+ years of experience managing technical field or data center operations teams
• Deep understanding of infrastructure hardware (servers, switches, storage, network equipment) and data center best practices
• Familiarity with physical layer infrastructure, asset tracking systems, and structured cabling
• Working knowledge of ITSM, CSI, Lean, or Six Sigma methodologies
• Experience with SLAs, service governance, and operational reporting
• Exceptional leadership, organizational, and conflict resolution skills
• Ability to translate technical issues into business impact and drive resolution with urgency
• Strong communication skills with experience presenting to executive and technical audiences
• Experience supporting high-availability environments and managing high-pressure incidents

DESIRED CRITERIA: 

• Familiarity with major OEM platforms (e.g., Cisco, Juniper, Dell, HPE, Arista)
• Experience in regulated or hyperscale data center environments
• Knowledge of infrastructure automation tools or scripting is a plus
• Project management certifications or training (e.g., PMP, ITIL)

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; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.