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

Service Delivery Manager