Assistant Manager/Manager

Iron Systems; Mohali; Vor Ort; INR 1.500.000 - 2.100.000; Vollzeit

Zusammenfassung

Iron Systems in India is seeking an IT Operations Manager to lead dispatch operations, workforce planning, and service delivery performance. You will own end-to-end dispatch and SLA adherence, monitor queues, and drive cost-efficient operations with internal and vendor teams.

You will also oversee escalations, governance, data analysis, and continuous process improvements while coaching the team and ensuring high performance and accountability.

Qualifikationen

• Experience in IT operations / service delivery / dispatch management.
• Strong problem-solving and decision-making skills under pressure.
• Ability to balance SLA, cost, and quality.
• Strong stakeholder and vendor management.
• Data-driven mindset with reporting and analysis capability.
• Experience in team leadership and performance management.

Aufgaben

• Own end-to-end dispatch operations and ensure SLA adherence.
• Monitor queues, manage backlog, and resolve critical delays.
• Ensure optimal workforce availability (Internal + Vendors).
• Drive cost efficiency by managing operations within defined budgets.
• Act as the primary point for escalations and incident resolution.
• Ensure process compliance, audit readiness, and governance standards.
• Analyze performance data and provide actionable insights.
• Lead stakeholder communication with internal teams, vendors, and clients.
• Manage team performance, coaching, and shift coverage.
• Identify process gaps and drive automation/improvements.

Kenntnisse

IT Operations

Service Delivery

Dispatch Operations

SLA

Queue Monitoring

Backlog

Incident Escalation Handling

Vendor Management

Team Leadership

Shift Planning

Budget

Data Analysis

KPI

Data-Driven Decision Making

Problem Solving

Jobbeschreibung

We are looking for an experienced IT Operations Manager to lead dispatch operations, workforce planning, and service delivery performance.

Key Responsibilities:

• Own end-to-end dispatch operations and ensure SLA adherence
• Monitor queues, manage backlog, and resolve critical delays
• Ensure optimal workforce availability (Internal + Vendors)
• Drive cost efficiency by managing operations within defined budgets
• Act as the primary point for escalations and incident resolution
• Ensure process compliance, audit readiness, and governance standards
• Analyze performance data and provide actionable insights
• Lead stakeholder communication with internal teams, vendors, and clients
• Manage team performance, coaching, and shift coverage
• Identify process gaps and drive automation/improvements

Key Skills Experience:

• Strong experience in IT operations / service delivery / dispatch management
• Excellent problem-solving and decision-making skills under pressure
• Ability to balance SLA, cost, and quality
• Strong stakeholder and vendor management
• Data-driven mindset with reporting and analysis capability
• Experience in team leadership and performance management

  What Success Looks Like:

  • High SLA adherence
  • Controlled operational costs (within budget)
  • Strong team performance and accountability
  • Efficient handling of escalations
  • Continuous process improvement

  Mandatory Skills:

  • IT Operations
  • Service Delivery
  • Dispatch Operations
  • SLA
  • Queue Monitoring
  • Backlog
  • Incident Escalation Handling
  • Vendor Management
  • Team Leadership
  • Shift Planning
  • Budget
  • Operational
  • SLA
  • Data Analysis
  • KPI
  • Data-Driven Decision Making
  • Solving