Roles And Responsibilities

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.

- Solid 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

📌 Service Delivery Manager (Noida)
🏢 Iron Systems
📍 Noida