Sr Support Service Program Manager

Job Description
As a Manager (MVP), you will be leading a team through all the phases of the client acquisition (New Program Transition) of Field Services Operations process under stringent timelines. This includes but not limited to understanding of the client requirements through SOW/NPT template, identifying the gaps between client requirements and ISG delivery capabilities in the all region, workforce capacity planning, predictive profit delivery and providing innovative data driven project planning and executing strategies. The leader should have prior experience of leading a team of minimum 4 to 5 individuals remotely and on site and drive performance management through KPIs designed to deliver on customer SLAs. The leader should have performed a leading role in building fair and competitive environment as well as maintain adherence to program process and compliance. Responsible for developing partnering relationships with vendors and gaining a strong understanding of their business. This role requires experience in overall workforce management/procurement and ability to differentiate between field resource categories and provide cross functional support, including the onshore/offshore requirements.

Job Responsibilities

• Responsible for building workforce supply chain solutions as per customer SOW.
• Support Sales team in pre-bid activities as per need.
• Responsible for creating scalable templates in excel to deliver program deliverables covering all phases of program onboarding till completion.
• Responsible for Daily Profit achievement of the worker cost negotiations for each transaction.
• Responsible for team capacity planning.
• Responsible to build high performing teams.
• Ensures a single point of accountability for the success of the Vendor Management Team.
• Adherence to the defined delivery processes from Vendor perspective and lead the Vendor Management team globally.
• Observe and propose changes to the existing processes to the Management for improvement in Service Delivery.
• Manage conflicts, drive the teams to remediate the problems and ensure the team's processes.
• and tasks are carried out efficiently as per company policy.
• New Program Transition- MUST have exposure to transition of New Programs to BAU (Business as Usual)
• SoW Creation and Execution- Will supervise team for timely onboarding of vendors for all new programs and implement sourcing skills while engaging with vendors to source the best Field Engineers.
• Identifying cost saving opportunities on continuous basis and measure performance of each team member on the same through predefined KPIs.
• Preparing detailed Cost Analysis of program activities, Vendor Quotes and performing Cost comparison.
• Lead and manage Vendor Management team to review incidents, problems, and operational issues.
• Assist in resource planning, onboarding, training as per program timelines.
• Create a culture of high performance within the department.
• Lead performance management initiatives like identifying new KPI´s and defining measurement criterion.
• Responsible for ensuring financial goals and objectives are met or exceeded as well as full compliance on all Iron Systems policies and procedures. Assists in providing accurate, timely, and complete daily performance analyses.
• Responsible to handle any escalations, from internal stakeholders within the stipulated SLA as per company policy.
• Review, monitor and report vendor performance metrics and ensure Service Levels are always met.
• Responsible for managing 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. Provides required mandatory oversight, training, and leadership to create competitive advantage through supplier.
• Review and ensure quality profiles are sourced as per the customer requirement.
• Perform analysis which includes cost savings reporting and other quality or efficiency data to help improve operational processes. Understanding of pricing models and what goes into creation of bill rate along with candidate employment status.
• Prepare and publish reports, for management review, which help in cost optimization without compromising the quality and enhance efficiency.
• Provides program Standard Operating Procedures (SOP) training and updates to supplier and internal team on a regular basis to ensure understanding and compliance of VMS technology use and overall program cadences.
• Participate as per need 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 but not limited to ad-hoc report requests as required.
• Drive cost savings initiatives without impacting service Quality.
• Good to have the knowledge of cost-drivers and vendor market dynamics in the field services industry.
• Ensure the Technicians (Vendor or Freelancers) are assigned on the jobs as per SLA, as and when escalated.
• Ensure the 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. Should be portal savvy.
• Ensure that 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.

Required Skills

• Skilled in identifying cost saving initiatives and driving with team.
• Natural leader who displays sound judgment and attention to detail.
• Should have prior experience in escalation handling and risk mitigation.
• Should have the ability to handle pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Ability to influence cross-functional teams and peers in the business.
• Excellent interpersonal, communication and public speaking skills.
• Support business partners by providing timely updates that is attuned to commercial imperatives of the business; maintain a solution-based approach with options for the business.
• Ability to identify key issues and consistently apply a high standard of integrity, professionalism and expertise and business ethics.
• Ability to provide practical, commercially focused, and value-added advice.
• Ability to critically review and advise business programs and procedures in accordance with business requirements and corporate policies and standards.
• Strong communication skills, both verbal and written.
• Should have prior experience of working on ticketing portals.
• MS Office (especially MS Excel) skills is mandatory.