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—from the 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 in 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 and 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 infrastructure 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
