Global Service Delivery Lead

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 the Global Service Lead, you will be responsible for the successful delivery of global logistics and fulfillment operations across multiple regions, ensuring operational excellence, service performance, and continuous improvement throughout the supply chain network. You will lead a team of Logistics Coordinators responsible for executing daily logistics activities while serving as the primary escalation point for internal stakeholders, customers, carriers, freight forwarders, and third-party logistics providers (3PLs). 

This role combines operational leadership, people management, analytics oversight, vendor governance, and strategic program execution. The Global Service Lead will drive KPI performance, develop scalable processes, identify cost-saving opportunities, support network optimization initiatives, and champion automation programs that improve efficiency and customer experience. 

This is a full-time, onsite position at the assigned facility during standard business hours.

KEY RESPONSIBILITIES: 

Team Leadership & Service Delivery 

• Lead, coach, and develop a global team of Logistics Coordinators supporting logistics and fulfillment operations. 
• Establish performance expectations, provide regular feedback, and conduct performance reviews. 
• Serve as the primary escalation point for critical logistics issues, customer concerns, and operational disruptions. 
• Ensure consistent execution of logistics processes and adherence to established service level agreements (SLAs). 
• Allocate resources and workload across the team to ensure optimal coverage and operational efficiency. 
• Drive a culture of accountability, customer service, continuous improvement, and operational excellence. 
• Develop and maintain training materials, onboarding programs, and operational documentation. 

Global Logistics & Fulfillment Operations 

• Oversee daily logistics activities, including parcel, air freight, ocean freight, and white-glove transportation services. 
• Ensure shipments are processed accurately and within established service-level commitments. 
• Monitor end-to-end shipment activity and proactively manage logistics exceptions. 
• Provide operational guidance and decision-making support for customs, trade compliance, dangerous goods (DG), and transportation-related issues. 
• Ensure timely resolution of shipment delays, customs hold, delivery failures, inventory discrepancies, and customer escalations. 
• Maintain visibility of global logistics operations and drive corrective actions when service performance falls below targets. 

KPI Management, Reporting & Analytics 

• Develop, maintain, and continuously improve operational KPI frameworks and reporting structures. 
• Review daily, weekly, monthly, and quarterly operational performance reports. 
• Analyze logistics data to identify trends, root causes, risks, and opportunities for improvement. 
• Lead business reviews with internal stakeholders and logistics service providers. 
• Partner with Program Coordinators and analysts to ensure reporting accuracy and actionable insights. 

Strategic Planning & Continuous Improvement 

• Support the design and optimization of a global logistics network capable of supporting high-mix and rapidly evolving product portfolios. 
• Identify and implement transportation, inventory, and process improvements that reduce cost and improve service performance. 
• Drive standardization of logistics and supply chain processes across global regions. 
• Lead root-cause investigations and corrective action plans for recurring operational issues. 
• Establish and maintain standard operating procedures (SOPs), process documentation. 
• Manage operational improvement projects from planning through implementation. 

Automation & Digital Transformation 

• Lead implementation and adoption of logistics technology solutions and automation initiatives. 
• Support integration of Salesforce Service Cloud, AfterShip, PandoAI, WMS, TMS, and other operational platforms. 
• Partner with business intelligence and engineering teams to develop scalable reporting and data solutions. 
• Identify opportunities to reduce manual effort through workflow automation and AI-enabled operational processes. 

ESSENTIAL CRITERIA: 

• Minimum of five years' experience in logistics, supply chain, transportation, fulfillment operations, or service delivery management. 
• Minimum of two years' experience leading teams in a logistics or supply chain environment. 
• Proven experience managing global logistics operations involving parcel, air, ocean, and specialized transportation services. 
• Strong understanding of freight forwarding, customs processes, trade compliance, and transportation management. 
• Knowledge of Dangerous Goods (DG), international trade compliance, and customs regulations. 
• Experience managing third-party logistics providers (3PLs), carriers, and vendor performance programs. 
• Strong analytical skills with experience utilizing operational data to drive decision making and process improvements. 
• Experience developing and managing KPIs, SLAs, operational dashboards, and executive reporting. 
• Demonstrated success leading cross-functional projects and continuous improvement initiatives. 
• Excellent communication, stakeholder management, and leadership skills. 
• Ability to effectively prioritize competing priorities in a fast-paced global environment. 

DESIRABLE CRITERIA: 

• Bachelor's degree in supply chain management, Logistics, Business Administration, Operations Management, or related field. 
• Experience supporting New Product Introduction (NPI) logistics programs. 
• Experience with Salesforce Service Cloud, AfterShip, PandoAI, Power BI, Tableau, Looker, or similar analytics platforms. 
• Experience leading global teams across multiple regions and time zones.

EOS BENEFITS:

At EOS IT Solutions, we are committed to supporting the well-being and success of our team. Our comprehensive benefits package includes:

• Health, Vision, and Dental Insurance starting the 1st of the month after your start date. 
• 10 Days of Paid Time Off (PTO) annually
• 12 Paid Holidays
• 6 Sick Days (available immediately)
• 401(k) Retirement Plan (available after 90 days of employment)
• Complimentary Onsite parking
• Access to electric vehicle (EV) charging stations
• Complimentary breakfast and/or lunch options
• Snacks and beverages available onsite
• Employee discounts through partner programs
• Career progression and certification support
• Flexible scheduling options

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.

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