Operations Lead

OUR COMPANY:

EOS IT Solutions is a global technology and logistics company that provides 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 services 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:

In this role, you will drive operational excellence by leading a team that provides top-tier logistics services. You will ensure seamless coordination between internal teams and external partners, aligning strategies to meet client requirements. As a mentor, you will foster a culture of continuous improvement, guiding team members through best practices and ensuring the highest performance standards. You will also manage critical service areas, ensuring inventory accuracy, timely shipments, and effective repairs, all while maintaining clear communication with clients through comprehensive performance reporting.

KEY RESPONSIBILITIES:

• Lead the IT Logistics Managed Service team in delivering service performance KPIs and SLAs, ensuring high-quality work.
• Manage Client SLAs across various service areas including inbound, outbound, reverse logistics, inventory management, and performance reporting.
• Develop and manage relationships with key stakeholders to deliver exceptional service and value for EOS and partners.
• Oversee operational relationships with 3rd party partners and support the procurement of new partners when required.
• Act as an escalation point for client and team queries on processes, tasks, and tickets.
• Implement best practices and benchmark externally to enhance service performance, sharing insights within the team.
• Supervise and manage core service areas such as shipping, break/fix, and inventory management.
• Manage inventory levels and project trackers, conducting regular cycle counts to maintain accuracy and variance SLAs.
• Provide technical hardware support on devices, including Apple and Windows products.
• Compile performance data and reports, updating customer portals for traceability.

ESSENTIAL CRITERIA

• Demonstrated 5+ years of progressive experience in a Logistics Operations environment
• Demonstrated experience in Lean methodologies
• 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.
• Hands-on strong problem-solving skills
• Proficiency in developing performance metrics
• Software knowledge: Google Workspace, MS Office – Excel, Word, PowerPoint, Slack, Service Now, Jira, Tableau

DESIRABLE CRITERIA:

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