Service Delivery Manager

Iron Systems, Inc; Dadri; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Iron Systems, Inc. seeks a senior program manager to lead end-to-end delivery for global customers from planning to BAU operations. The role emphasizes delivery health, CSAT, and strong stakeholder management across regions.

The candidate will drive account growth, oversee governance, and coordinate with teams to ensure service levels and timely reporting, while mentoring the delivery organization.

Qualifications

• Over 12 years in IT/CS with delivery leadership
• Proven experience in field service delivery and IT Infra services
• Strong communication and stakeholder management skills
• Ability to manage multiple tasks, leadership and team mentorship

Responsibilities

• Formal kickoff and onboarding of new programs.
• Drive end-to-end delivery of services for the region from planning to BAU operations.
• Ensure delivery health; keep all delivery metrics green.
• Aim for high CSAT and strong customer satisfaction.
• Manage stakeholders and nurture customer relationships.
• Drive account growth and revenue recognition as per targets.
• Lead governance and reporting with regular reviews and SLA adherence.

Skills

Experience 12+ yrs

Field Service Delivery

Organizational Skills

Leadership

Communication

Global Customers

Interpersonal Skills

Teamwork

Self-Drive

Results Oriented

Education

Bachelor's/Master's in CS/IT

Job description

• Formal Kick off and onboarding of new programs.
• Drive end to end Delivery of Services to all customers for the Region – planning phase to BAU Operations.
• 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)

Roles And Responsibilities

• Formal Kick off and onboarding of new programs.
• Drive end to end Delivery of Services to all customers for the Region – planning phase to BAU Operations.
• 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 / Program Management:

• Formal Kick off and onboarding of new programs.
• Drive end to end Delivery of Services to all customers for the Region – planning phase to BAU Operations.
• 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:

• Review and monitor delivery performance metrics and ensure Service Levels are always met publish delivery performance and metrics (daily, weekly, monthly).
• Participate and drive Weekly, Monthly and Quarterly Reviews with customer.
• Service & Process Improvements.
• Assess customer feedback and use the expertise to establish, improve, and refine services.

Escalation Management:

• IT Operations and Service Operations.
• Address all escalations with direct supervision and stakeholder management.
• 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 / reviewing SOW, Project Plan, participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, Project cost/Effort tracker.
• Decide on the criteria used to judge 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 team, professional trainers and vendors for specialized and customized programs.
• Compilation of Feedbacks of trainings and submission of reports on training impacts.
• Pro-actively report to senior management on all technical/operational issues relevant to their area of responsibility
• Manage team performance, productivity, motivation, mentorship and conflicts
• Flexibility to work in work hours [USA (CST/PST) / EMEA]

Skills Required

• Should possess outstanding working experience of at least 12+ years with 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 ability to carry out multiple and intricate tasks.
• Strong leadership skills and ability to perform a wide range of duties
• Good Communication and Presentation skills
• Global Customer handling experience
• Strong inter-personal skills, teamwork, self-drive and result oriented approach