• Job Description

  Req#: 7047997002

  Who We Are:

  EOS IT Solutions is a Global Technology and Logistics company, providing Smart Workspaces, Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on a 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 looking for candidates to display three key qualities that are essential for the position.

  1. Managing People - We are looking for a passionate engaging leader with proven experience in developing individuals, motivating their teams and ensuring their team remains engaged the in the great work we do!
  2. Managing stakeholders - We hold ourselves to the highest of standards, and we must build trust with our customers through hard work and transparency, ensuring that every decision we make has our customers best interest at heart is key to operating a Managed Service
  3. Process change/ improvement - the future incumbent will be expected to be a hands on manager and get stuck in, with your keen eye to detail and ability to see improvement you will always be on the look out on ways we can make our service more efficient to better serve our customers.

  What You’ll Do:

  • Lead the IT Logistics Operations team(s) on the delivery of service performance KPIs and SLAs.
  • Deliver exceptional performance levels on site across all areas operations including but not limited to inbound, outbound, shipping, break/fix, inventory management, e-waste, and additional areas as they become part of the service.
  • Responsible for the overall operation, ensuring overall SLAs are achieved and maintained.
  • Effectively manage relationships with key stakeholders to deliver great service at the best possible value for EOS and our partners.
  • Lead the operational relationships with 3rd party partners across the operation and support procurement of new partners as required.
  • Monitor, update, and maintain systems and work queues on a regular basis.
  • Develop best-in-class operations and share best practice internally and benchmark externally to continuously enhance the EOS IT Logistics operations and business.
  • Point of escalation for the team on any queries around process, tasks, tickets, etc.
  • Develop EOS culture within your team and conduct performance management to underpin service delivery and team engagement.
  • Manage & mentor team members on EOS best practices, methodologies, and service SOPs.
  • Staff management - overseeing staff including hiring, training, and development. Responsible for setting up training, implementing escalation workflows, and managing staffing schedules for service operations.
  • Implementing and enforcing safety protocols in the work areas, and ensuring proper handling of equipment.
  • Support the hiring of new team members as the service grows.
  • Managing Client SLA’s across service areas completing work to a high level of quality and attention to detail.
  • Attendance at Client meetings to provide service updates.
  • Compile service area data and provide performance reporting to EOS management.
  • Supervision and management of the core services areas: inbound, outbound, shipping, break/fix, inventory management, e-waste, and additional areas as they become part of the service.
  • Assist with the load and unload of shipments received to the warehouse and conduct inbound services, which include receiving and processing equipment from suppliers and various sites; deliver shipments to stock locations.
  • Guides service leads (Inbound, Outbound, Reverse, Deployment, Supply Depot), meeting daily and during weekly ops reviews.
  • Any other projects assigned by EOS management.

  What you need to succeed:

  • Demonstrated leader with 5+ years progressive management experience in IT Logistics environment.
  • Demonstrated experience in Lean methodologies Management of an international service.
  • Ability to understand and thrive in high volume, fast-paced work environment.
  • Excellent communication skills, both verbal and written.
  • Must be proactive, data-driven, and a good planner.
  • Strong problem-solving skills, able to identify issues, analyze problems, and develop effective solutions in a fast-paced environment.
  • Organizational skills to manage multiple tasks, prioritize responsibilities, and ensure efficient use of resources.
  • Willingness to adapt to changing circumstances and able to handle unexpected challenges while continuously improving operations.
  • Proficiency in developing performance metrics.
  • Great interpersonal skills.
  • Software knowledge: Google Workspace, MS Office – Excel, Word, PowerPoint, Service Now, Jira, Tableau.

  Preferred Experience & Education:

  • Experience in vendor management.
  • Degree-level qualification or relevant industry experience.
  • Certification in Lean 6 Sigma.
  • Certification in project management.

• About the company

  A leading Video Collaboration, IT Services and Global Logistics company offering solutions worldwide #TeamEOS

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