Service Delivery Manager

6 hours ago

Noida India Iron Systems, Inc Full time

Job Description Company Overview Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customers have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistics, and global support services. Roles And Responsibilities - Service Delivery / Program Management: - Drive end to end Delivery of Services to all customers for the Regionplanning phase to BAU Operations. - Formal kickoff and onboarding of new programs - Delivery HealthAll Metrics to Stay Green: Ensure all delivery parameters stay green for all programs - CSAT: Achieve highest level of customer satisfaction - Stakeholder Management: Manage customer expectations and maintain positive relationships with customers - Account Growth & Revenue Recognition: Drive Account Growth as per the yearly target (delivery-led Sales) - Service Delivery Governance & Reporting - Participate and drive Monthly and Weekly Reviews with the customer. - Review and monitor delivery performance metrics and ensure Service Levels are always met - Publish delivery performance and metrics (daily, weekly, monthly) - Service & Process Improvements - Assess customer feedback and use the expertise to establish, improve, and refine services - Escalation Management - Address all escalations with direct supervision and stakeholder management - IT Operations and Service Operations - Vendor Management - Systems Development/Implementation & Support - Transition/Transformation Management - Project Initiation, Project Planning & Project Execution - Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service - Talent Development/Team Collaboration and Management/People Management, Resource planning - Involved in preparing SOW, project plan, participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, schedules, tracking status, and project cost/effort tracker. - Decide on the criteria used to judge the learner's performance and development assessment instruments. - Maintain project documentation and course folders, SLA, and PMS. - Budgeting, planning, and execution of time-framed activities. - Provide platforms and activities that enhance the last-mile learning process. - Handling creative teams, professional trainers, and vendors for specialized and customized programs. - Compilation of feedback on trainings and submission of reports on training impacts. - Pro-actively report to senior management on all technical issues relevant to their area of responsibility Skills Required: - Should possess an outstanding working experience of at least 10 years with a bachelor's or master's degree in Computer Science / IT or other affiliated courses. - Strong background in Field Service Delivery and other IT Infra services - Should have sufficient organizational skills and the ability to carry out multiple and intricate tasks. - Strong leadership skills and ability to perform a wide range of duties

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