Digital Transformation Partner

7 days ago

Hyderabad, Telangana, India beBeeCustomerService Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Description

The primary objective of this role is to guarantee exceptional customer service delivery of all technology solutions and products to clients. This is achieved through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.

Key Responsibilities
  • Oversee and manage service delivery by meeting all contractual/ SLA commitments.
  • Contract compliance & adherence.
  • Ensure all SLA parameters are met in the account.
  • Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited.
  • Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines.
  • Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices.
  • Delivery governance across the accounts/projects.
  • Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project.
  • Ensure that the project performance parameters stay green for all accounts.
  • Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags.
  • Participate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadership.
  • Ensure regular invoicing as per the contract terms and condition and performance.
  • Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage.
  • Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis.
  • Acts as point of escalation for issues not resolvable by the service lines.
  • Escalate issues with financial implication on the account to Account Head and other senior stakeholders.
  • Plan training batches to backfill client deliveries during crucial periods.
  • Ensure retention by offering relevant trainings and certifications of all allocated resources.
  • Create and drive automation charter and related initiatives within account client (wherever applicable).
  • Drive deployment of automation led solutions and service improvements to deliver value added services to the clients.
Requirements
  • 8-10 Years of experience.
  • Mandatory Skills: Microsoft Power Platform for M365.
Benefits

We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills.

Join us to design your own reinvention and come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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