SDA Lead L2

Job DescriptionJob Title: SDA Lead L2Req Id: 111133City: PuneState/Province: MaharashtraPosting Start Date: 11/13/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at Job Description:Job DescriptionRole PurposeThe purpose of the role is to deploy and execute SDA framework across deals within LOB, review and support operation in meetings operational parameters as per MSA and SOW and provide value add services to the clients in the LOB.͏Do1. Deploy the Service Delivery Assurance framework for the LOB within Enterprisea. Connect daily with the SDA account team members to review SLA/ KPI performanceb. Set standards for the SDA framework deployment with the teamc. Provide guidance on and review initiatives identified by the SDA account teamd. Interact and work closely with Operations, WFM and HR to identify key operational metrices and areas of focus within the LOBe. Drive capability within the team through product and process training of the respective LOBf. Develop and review the standard documents (Blue Books) specific to LOB covering all SDA aspects during transitions for standard dealsg. Ensure timely escalations/ proactive alerts to the LOB regarding any issues on hiring, client escalations etc. within the LOBh. Track and monitor Penalty and Rewards metrics to assess health of delivery and raise alerts to improve in cases where it's trending below targeti. Review the mitigation plan and ensure that the mitigation measures are implemented as per plan͏2. Lead and drive operational efficiencies within the various accounts of the assigned LOBa. Review and ensure business and operational KPIs and CPM (Contractual Performance Metrics are met against the client/ stakeholders defined goals & targets across LOBsi. Track data on productivity, attrition, bench, inactive headcount, time on floor activity, seat tracking etc. through daily trackersii. Review operational KPIS through weekly/ monthly trackers, analyse data and trends on KPIs including deviations from targetiii. Plan and conduct regular audits on the process and KPIs to drive adherence to SOW and contract parametersiv. Highlight deviations and provide recommendation on mitigation plans to avoid penaltyv. Conduct and review the Root Cause Analysis (RCA) in case of process disruptions to ensure appropriate mitigation measures are put in placeb. Drive margin improvement by reducing cost and leakages and ensure optimum operations to meet the revenue targetsc. Lead and support RFP/ RFI and transition of large/ critical deals within LOB to assure delivery excellencei. Align with the Transition Manager for solutions from Day1ii. Participate in the transitions calls & closely monitor the activities which needs to be accomplished before the go-liveiii. Support in highlighting any risk and work towards mitigating the sameiv. Understand the SOW requirements and close any open loopsv. Set-up a validation process on what would be at risk for delivery once the process is on boardedd. Support operations in managing crisis situations and bringing them to Business-As-Usual (BAU) in the LOBi. Regularly track and review the count & ageing of customer escalationii. Track and follow through on the processes to ensure continued smooth deliveryiii. Implement the measures to mitigate any future reoccurrence of the same issues and ensure traceability͏3. Lead and drive focus on business transformation and digitization for the accounts within the LOBa. Develop and review transformation roadmap for the various accounts in the LOBi. Support team in proactive identification and prioritization of the transformation initiatives as per the overall account strategyii. Understand and review the feasibility of the initiatives and share that understanding with the LOB teamiii. Ensure that transformation initiatives have a client buy-in, as required, to ensure alignment to client's strategic objectivesb. Lead the deployment of value-add initiatives such as Digital Kiosks, Automation, Analytics Corner etc. with the operations teami. Review and develop the plan for the initiatives and track the progress against the planii. Identify the impact parameters and improvements expected (in terms of cost, efficiency, FTE reduction etc.) from the initiativesiii. Support the team around road blocks and drive the initiatives to the closureiv. Track data to assess improvement and benefits to businessc. Assess integration plans with the existing process & tools to ensure zero down timed. Create Proofs of Concept and Case Studies to show case the business benefits to the internal and external stakeholders4. Generate accurate and timely reporting of performancea. Identify the key operational metrices such as CSAT, ESAT, Revenue, Margin, Run & Change metrices etc. to be included in the SDA MISb. Identify and map relevant stakeholders for the SDA MISc. Collect, update and analyze the data on the identified metrices and highlight potential revenue leakagesd. Generate and circulate MIS monthly to the relevant stakeholders͏4. Team Managementa. Resourcingi. Hire adequate and right resources for the teamb. Talent Managementi. Ensure adequate on boarding and training for the team members to enhance capability & effectivenessii. Build an internal talent pool and ensure their career progression within the organizationiii. Manage team attritioniv. Drive diversity in leadership positionsc. Performance Managementi. Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reportsii. Ensure that the Performance Nxt is followed for the entire teamd. Employee Satisfaction and Engagementi. Lead and drive engagement initiatives for the teamii. Track team satisfaction scores and identify initiatives to build engagement within the teamMandatory Skills: Financial Planning & Analysis .Experience: >10 YEARS .Reinvent your world. 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. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.