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Senior Field Services Operations Lead

1 month ago

Noida, Uttar Pradesh, India Iron Systems Full time
Job Summary:
As a Senior Field Services Operations Lead at Iron Systems, you will be responsible for leading a team through all phases of client acquisition and Field Services Operations process under stringent timelines. This includes understanding client requirements, identifying gaps between client requirements and ISG delivery capabilities, workforce capacity planning, predictive profit delivery, and providing innovative data-driven project planning and executing strategies.

Key Responsibilities:
Build workforce supply chain solutions as per customer SOW. Identify cost-saving opportunities and measure performance through predefined KPIs. Handle escalations from internal stakeholders within the stipulated SLA. Prepare detailed cost analysis of program activities and perform cost comparison. Support Sales team in pre-bid activities as needed. Create scalable templates in Excel to deliver program deliverables. Achieve daily profit through worker cost negotiations. Plan team capacity. Build high-performing teams. Ensure a single point of accountability for the Vendor Management Team. Adhere to defined delivery processes from Vendor perspective and lead the Vendor Management team globally. Observe and propose changes to existing processes for improvement in Service Delivery. Manage conflicts and drive teams to remediate problems. Ensure tasks are carried out efficiently as per company policy. New Program Transition - MUST have exposure to transition of New Programs to BAU. SoW Creation and Execution - Supervise team for timely onboarding of vendors for all new programs and implement sourcing skills. Lead and manage Vendor Management team to review incidents, problems, and operational issues. Assist in resource planning, onboarding, and training as per program timelines. Create a culture of high performance within the department. Lead performance management initiatives like identifying new KPIs and defining measurement criteria. Ensure financial goals and objectives are met or exceeded, and full compliance on all Iron Systems policies and procedures. Assist in providing accurate, timely, and complete daily performance analyses. Review, monitor, and report Vendor performance metrics and ensure Service Levels are always met. Manage all stages of requisition activity using VMS technology, in-house portals, industry standards, and company policy. Oversees the use of VMS technology to ensure optimum, cost-effective, timely, and high-quality results. Review and ensure quality profiles are sourced as per customer requirement. Perform analysis, including cost savings reporting and other quality or efficiency data to help improve operational processes. Prepare and publish reports for management review, which help in cost optimization without compromising quality and enhance efficiency. Provides program Standard Operating Procedures (SOP) training and updates to supplier and internal team on a regular basis. Participate as needed in the RFI/RFP process for large and mid-size deals. Implement setup for Primary and Secondary Vendors per IT Asset Product SKU and IT staffing & professional field service SKU. Provide standard program reporting to internal cross-functional stakeholders, including ad-hoc report requests as required. Drive cost savings initiatives without impacting service quality. Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry. Ensure Technicians (Vendor or Freelancers) are assigned on the jobs as per SLA, as and when escalated. Ensure Technicians (Vendor or Freelancers) are reaching the site to perform the work as per customer's requested appointment. Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira, etc. Ensure appropriate approvals are in place before executing documents. Good to have prior knowledge of Background verification requirements and drug test as per local country law.