Job description
Date Posted:
8/8/2019
Job Function:
Operations
Location:
Dublin, Ireland
Offered Salary:
Competitive
Job Title: Program Manager EMEA-DUB003
Job Type: Full Time
Location: Dublin-Ireland
Salary: Competitive annual salary
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, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.
Job Responsibilities:
To ensure delivering committed services, service levels, operational efficiencies, streamlining operations and achieving higher level of customer satisfaction.
Job Description:
Job Type: Full Time
Location: Dublin-Ireland
Salary: Competitive annual salary
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, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.
Job Responsibilities:
To ensure delivering committed services, service levels, operational efficiencies, streamlining operations and achieving higher level of customer satisfaction.
Job Description:
- The Project Manager will be responsible for leading and managing the team responsible for delivery of Technical support services.
- He / She will ensure that the assigned teams to the various clients’ site deliver the performance of services as agreed in the contract and meet/exceed the committed SLA which includes customer satisfaction.
- Lead a team of onsite engineers and act as single point of contact for the service delivery in the area such as given below but not limited to:
- Transition and Manage new services, projects and Initiatives.
- Attend client service review meetings with key focuses on SLA performance reports and service improvement recommendations.
- Ensure client expectations are met/exceeded with quality and profitable services performed to the agreed SLA.
- Provide reports according to an agreed schedule.
- Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
- Provide leadership to the team delivering the services so as to maintain high staff morale.
- Responsible for productivity, profitability, work environment, safety and operational compliance. It is measured through various reporting methods.
- Provides procedural guidance to ensure field support & service desk associates to comply with policies and procedures, safety, and ordinances. Also comply with company policies and procedures as outlined in the Human Resources and Operations Manuals and ensures training completions are maintained.
- Focus on customer needs and drive the field support & service desk team performance with the highest degree of integrity and trust. Must be approachable by both customers and team members.
- Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws, means adherence and compliance to company Security and Quality policies. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.
- Performance management (Appraisals, CRRs, and Reward) and Career plan (Role change) of team
- Adept in Escalation handling and should be able to Manage customer’s/team’s escalations and ensure logical closure.
- Ensure vendor management and professional relationship is maintained
- Responsible for co-ordination across INFRA capabilities
- Responsible for identifying SLM process metrics (KPIs) and management reporting activities
- Responsible for generating and assessing reports regarding SLM process metrics (KPIs)
- Responsible for the review of individual capabilities & processes within SLM to include SLAs and OLAs.
- Responsible for implementing appropriate service level improvement programs (SIPs)
- Accountable for management reporting to include providing metrics and report findings to Service Delivery Executive & Senior Management.
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