Service Delivery Director - Data Centres

About EOS IT Solutions

EOS IT Solutions is a family-owned global technology and logistics firm delivering collaboration and IT business support to major industry leaders worldwide. The company focuses on innovative multi-domain architectures, putting customer satisfaction and quality service at the forefront. EOS emphasizes transparency in global service delivery and is dedicated to supporting its partners and employees.

Position Summary

The Service Delivery Director for Data Centres will lead global service delivery and operational activities for a prominent client’s Data Centre and Test Development environments. This executive role directs a worldwide team including technicians, project managers, and specialists focused on service excellence. The role demands technical expertise, leadership skills, financial management, and the ability to foster innovation and continuous enhancement of services.

Key Responsibilities

• Define and implement the strategic vision for end-to-end global data centre service delivery, aligning with client objectives, corporate strategies, and industry standards.
• Develop and manage the service roadmap to identify growth opportunities and address emerging requirements within data centres and test development areas.
• Serve as the principal liaison to client stakeholders, ensuring clear, trustworthy communication regarding all service delivery aspects.
• Promote a culture centered on customer satisfaction, accountability, and operational excellence among global teams.
• Manage full service lifecycle including installation, upkeep, support, and incident resolution.
• Ensure compliance with service-level agreements (SLAs), key performance indicators (KPIs), and operational-level agreements (OLAs), escalating issues promptly as necessary.
• Conduct regular service assessments and present comprehensive performance reports such as Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) to internal and client leadership.
• Align service teams with internal departments like PMO, Human Resources, and innovation teams to support uniform service delivery across multiple locations.
• Lead operational improvement initiatives leveraging Continual Service Improvement (CSI) and Lean Six Sigma techniques.
• Standardize processes, enforce service frameworks, and optimize resource utilization for higher efficiency.
• Drive adoption of service management platforms, automation, and reporting tools to boost scalability and insight.
• Ensure adherence to quality management and governance protocols across all services.
• Lead, mentor, and develop high-performing multinational teams focusing on growth, succession planning, and employee retention.
• Encourage interregional and cross-cultural collaboration to deliver unified and outcome-oriented service operations.
• Embody EOS company values through leadership, staff recognition, and engagement efforts.
• Oversee the financial aspects of service delivery including billing accuracy, cost management, and fiscal transparency.
• Manage vendor and third-party relationships, ensuring contract compliance and high service standards.
• Support contract renewal processes, pricing negotiations, and development of Requests for Proposals (RFPs) for service expansion.
• Maintain compliance with data center regulations such as ISO 27001, NIST, and PCI-DSS.
• Implement risk management strategies to safeguard service continuity and infrastructure security.

Required Qualifications and Experience

• Comprehensive knowledge of data centre hardware and systems, including compute, networking, storage, and security components.
• Experience with orchestration, monitoring, and automation tools in infrastructure management.
• ITIL certification or equivalent proficiency in service management frameworks.
• At least 10 years of IT service delivery experience with demonstrated leadership in global data centre operations.
• Proven ability in managing large, geographically distributed teams working across different time zones.
• Strong client management skills, experienced in building and maintaining effective client relationships.
• Financial management expertise relating to operations expenditure (OPEX), capital expenditure (CAPEX), budgeting, and profit and loss (P&L) responsibilities.
• Exceptional communication skills, including the ability to engage C-level executives clearly and persuasively.
• Competency in conflict resolution, negotiation, and influencing without direct authority.

Preferred Qualifications

• A degree in Engineering, Computer Science, Business, or related disciplines.
• Experience working in managed services, cloud technologies, or leading digital transformation projects.
• Willingness and flexibility to travel internationally to support client and team requirements.

Diversity and Inclusion

EOS is committed to maintaining a diverse and inclusive workplace, ensuring equal employment opportunities irrespective of gender, age, religion, race, national origin, sexual orientation, disability, or other non-merit-based factors.