Support Service Program Manager/Sr. Manager

Experience - 13+ Yrs

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.

Overview

The Sr. Support Service Program Manager will be responsible for end-to-end vendor governance, catalog management, and operational coordination. This role ensures seamless vendor lifecycle management, grievance resolution, compliance, and performance monitoring in alignment with organizational standards.

Key Responsibilities

• Responsible for leading the vendor selection process and sourcing of Local, Regional & Global Vendors for Services in APAC, EMEA, LATAM, and USCA
• Preparing detailed Cost Analysis of Vendor Quotes and doing comparatives
• Strategize setup for primary and Secondary Vendors per IT Asset product SKU and IT staffing & professional service SKU
• Ownership of the Vendor onboarding and Contract Management (SOW, MSA, NDA, Commercial Agreements & similar legal & subcontracting agreements)
• Managing the RFI/RFP process for large and mid-size deals
• Promotes communication with the clients and vendors within the assigned market area or skill set.
• Vendor Service Dispatching—Will supervise the team for timely dispatch of field engineers at site locations and implement sourcing skills while engaging with vendors to source the best field engineer.
• Evaluates clients project requirements to determine the best practice sourcing solution; escalates deviations for client approvals / decision-making. Develops deep competency knowledge of the business and supplier community to assist with sourcing recommendations.
• Responsible for managing all stages of requisition activity.
• Oversees the use of VMS technology to ensure optimum, cost-effective, timely, and high-quality results. Provides adequate oversight, training, and leadership to ensure end-user community and supplier partnerships reach their potential.
• Provides consultative support to end users to clarify job responsibilities, skills, and other requirements of specific requisitions.
• Leverage recruiting experience to review and shortlist candidate submittals from suppliers to ensure the best-qualified candidates are submitted for end-user review and placement.
• Performs analysis to include cost savings reporting and other quality or efficiency data to help improve operational processes. Understanding of pricing models and what goes into the creation of bill rate along with candidate employment status.
• Provides program Standard Operating Procedure (SOP) training and updates to the supplier and internal team on a regular basis to ensure understanding and compliance with technology use and overall program cadences.
• Confirms suppliers appropriately manage their employee onboarding, employee relations issues, and off-boarding activities.
• Provides and analyzes standard program reporting to client end users and stakeholders, to include the support of ad hoc report requests as required.
• Supports the teams in ensuring financial goals and objectives are met or exceeded as well as full compliance with all Iron Systems policies and procedures. Assists in providing accurate, timely, and complete daily performance analyses.
  
  

Job Requirements

• Graduation - Technical Degree (BCA/B.Sc/Btech) is mandatory
• Related field experience with a minimum of 12+ years in the IT service procurement/staffing services industry.
• Skilled in communicating effectively verbally and in writing, both in one-on-one and in group presentation settings with various levels of professionals, both internal and external.
• Strong experience in Strategic sourcing, Global Procurement, Contracting & Vendor Development
• Expertise in Technical Staff Augmentation Services
• Should have good team handling experience
• Ability to self-manage workload, set target dates, meet deadlines, follow processes, and develop and implement project roadmaps to achieve optimum results.
• Ability to demonstrate high-level customer service to internal and external clients.
• Ability to negotiate pricing and delivery terms with supplier firms.
• Performs financial analysis to influence procurement decisions and managing purchasing budgets to optimize cost and vendor consolidation
• Knowledge of and the ability to utilize best practices in purchasing, procurement, and client negotiation.
• Knowledge of and the ability to effectively utilize accounts payable, purchase orders, and vendor management systems and tools.