Service Delivery Manager

2 days ago

Noida, Uttar Pradesh, India Iron Systems, Inc Full time

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 Region—planning phase to BAU Operations.
  • Formal kickoff and onboarding of new programs
  • Delivery Health—All 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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