Service Delivery Manager

Overview:EOS IT Solutions is a global technology and logistics company providing innovative IT and logistical support services to industry leaders worldwide. We are seeking an experienced Data Centre Logistics Service Delivery Manager to oversee the execution and performance of inside campus logistics operations across multiple data centre locations as part of a strategic engagement with a leading hyperscale client.This role will be pivotal in leading the multi-site delivery of complex 3PL-style logistics services including dock operations, inventory management, spares and consumables handling, build and decom execution, and site expansion activities. The successful candidate will play a key leadership role in ensuring service excellence, process optimisation, and compliance with strict SLA and KPI targets.Key Responsibilities: Operational Oversight:Manage day-to-day service delivery of DC logistics operations across multiple data centre locations in EMEA, ensuring alignment with client SOPs, SLAs, and KPIs.Client Relationship Management:Serve as the primary point of contact for the client’s DC Logistics team, fostering trusted partnerships and ensuring transparency and proactive issue resolution.Logistics Execution Excellence:Lead the execution of key logistics workflows including inbound/outbound dock operations, reverse logistics, builds and decoms, material handling, RMA processing, consumables and spares management, cycle counting, and kitting/pharmacy operations.People Leadership:Build and lead geographically distributed teams of logistics professionals including site leads, coordinators, and warehouse personnel. Support recruitment, onboarding, coaching, and performance management in line with EOS culture and client standards.Performance Management:Drive operational excellence through continuous monitoring of SLA/KPI performance (e.g., build times, cycle count accuracy, spares availability, safety/security incident rates). Lead root cause analysis and corrective actions for any service deviation.Continuous Improvement:Champion innovation and continuous improvement initiatives across all logistics activities. Leverage Lean Six Sigma, automation tools, and data analytics to reduce cycle times, increase accuracy, and enhance service quality.Project Delivery:Lead logistics site turn-ups in greenfield and brownfield environments, including warehouse setup, WMS integration, and new platform deployments in line with ramp-up schedules and implementation milestones.Compliance & Risk Management:Ensure strict adherence to safety, security, and environmental standards in line with EOS and client requirements. Maintain incident-free operations and drive proactive risk mitigation strategies.Reporting & Communication:Provide weekly, monthly, and quarterly business reviews (WBR/QBR) to internal and client stakeholders. Report on service performance, risk mitigation, escalations, and upcoming service improvements.System Integration:Support the deployment and optimisation of WMS and SAP-integrated systems to ensure accurate tracking of inventory, parts, and operational events in accordance with client data protocols.Required Experience and Skills: 3+ years’ experience in service delivery, operations, or supply chain management within data centres or critical logistics environmentsProven experience managing large, distributed logistics operationsStrong understanding of spares/consumables logistics, inventory accuracy, reverse logistics, kitting, and warehousing workflowsExpertise in operational performance management and KPI/SLA frameworksExperienced in client-facing roles and managing complex stakeholder relationshipsFamiliarity with WMS/SAP systems, and operational reporting dashboardsDemonstrated success in driving continuous improvement and process transformationWorking knowledge of safety and security compliance standards in a logistics environmentExcellent communication, leadership, and organisational skillsExperience working with or within a hyperscale or tech-driven client environment is highly desirableDesirable Qualifications:Degree in Supply Chain, Logistics, Business Operations, or related disciplineLean Six Sigma Certification (Green/Black Belt) preferredITIL Foundation or equivalent service management qualificationExperience in multi-site operations and international stakeholder engagementFlexibility To Travel Within The EMEA Region As RequiredEOS 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.#IND