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Support Service Program Manager

2 months ago

Noida, Uttar Pradesh, India Iron Systems Full time

Job Description:

As a Lead (MVP) at Iron Systems, you will be responsible for leading a team through all phases of the client acquisition process under stringent timelines. This includes understanding client requirements, identifying gaps between client needs and ISG delivery capabilities, workforce capacity planning, predictive profit delivery, and providing innovative project planning and execution strategies.

Responsibilities:

  • Build workforce supply chain solutions as per customer SOW.
  • Identify cost saving opportunities and measure team performance through KPIs.
  • Handle escalations from internal stakeholders within the stipulated SLA.
  • Prepare detailed cost analysis and perform cost comparison.
  • Support Sales team in pre-bid activities.
  • Create scalable templates for 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 delivery processes and lead the Vendor Management team globally.
  • Pose changes to existing processes for improvement in Service Delivery.
  • Manage conflicts and drive teams to remediate problems.

Requirements:

  • Experience in client acquisition, field services operations, and team leadership.
  • Ability to handle pressure and meet deadlines.
  • Excellent interpersonal, communication, and public speaking skills.
  • Knowledge of cost-drivers and vendor market dynamics in the field services industry.

Job Requirements:

Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira.