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 Regionplanning phase to BAU Operations.
- Formal kickoff and onboarding of new programs
- Delivery HealthAll 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
