Delivery Manager

Role Purpose

The purpose of the role is to manage delivery within an account by driving various projects, operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery Do Delivery Management Ensure seamless delivery of projects in an account Interact with presales team during RFP stage/ inception of the project to ensure right solution is proposed to the customer Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement Ensure 100% adherence to Program and Project charter in terms of schedule, quality, efforts and costs Ensure 100% compliance to Project SLA’s, information security protocols and etc (all customer’s contractual obligations) Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA Drive account health across projects by adhering to program and project management norms on all key performance metrics Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes Minimize process exceptions and deviations (schedule, cost) from the actual project plan Maintain Program and Project structure in Confluence & SAP in line with prevailing business requirements and norms Ensure expected ramp down (ERD) compliance as committed in MSA Client Relationship Management Engage with client to deploy multiple solutions within/ across SLs to creates a stronger value proposition for clients and enhance share of business Conduct regular customer connects (meetings/ visits/ video- conference) to understand customer’s current & future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation Identify and close early warnings on a project to avoid any customer escalations Plan and participate in Quarterly Business Reviews (QBR) along with Account Delivery Head (ADH) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account Identify and nurture champions within client organization through frequent connects and delivery excellence to maintain long-term relationship Delivery governance across the program/ projects Review MIS and reports to monitor and track overall project/ account delivery management, diving deep into problem accounts/projects with relevant PgMs, PMs Conduct periodic reviews with the team (PgMs, PMs) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage Resolve project escalations that happen in an expedited fashion ensuring root cause identification and permanent closure Mentor and groom PgMs/ PMs on client and account management leadership to enable more hands-off delegation Review and monitor revenue allocations/ realization to avoid OB revenue leakage Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks Enable revenue growth of an account within own accounts Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate Gather information from PgMs, PMs and sales to identify opportunities for deployment of new technology, growth solutions and services in the accounts by bringing SL practices/ other capabilities for client solutioning Monitor and Track accounting activities to ensure timely billing consolidation, invoicing and reconciliation activities to ensure clean and orderly book-keeping Operational Excellence within own accounts Automation Focus Identify automation opportunities and drive value adds across the program/ projects Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery Innovation Focus Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR Drive and deploy Knowledge Management across the accounts Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within own account Deploy the Wipro’s knowledge management portal across the account and monitor & track trainings Capability Development and Talent Pipeline Creation Demand forecasting in line with business requirements Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements Drive 100% compliance on trainings and upskilling requirements Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain Identify and deploy multi-skilling upgradation model along with workforce transformation team Drive towards 100% mandatory training compliance for the target population within an account Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP Fresher engagement program Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc) Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal ADH Delivery strategy and governance Global Client Partner, Client Partner Support sales in solutioning and project delivery estimation Holmes RO Automation initiatives within an account BU Quality Team/ Central Quality Team To deploy central quality policy and framework Legal and Compliance For contract management CWMG, WMG For fulfilment and demand forecasting Talent Transformation Team, Competency Group To deliver specific trainings, certification programmes GIMS For visa processing/ stamping Internal audit team Audit of various accounts as per compliance Workforce transformation team For multi-skilling of identified resources Pre-sales team For solutioning for an RFP/ client requirement HRBP To drive HR engagement activities and resolve people related issues Finance team (BU/ SL) For COD calculation, payment/ invoice management Procurement team For contract management (MSA and SOW) External Customers To drive business growth and relationship management Vendors/ Partners/ OEM’s/ Contract Manufacturers For resourcing/ contracting, trainings, technology platforms, equipments etc Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the IT industry - Competent Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Expert Program Management - Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance - Competent Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted - Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. Behavioral Competencies Client centricity Problem solving and decision making Execution excellence and passion for results Change agility Passion for results Nurturing people Executive presence Collaborative working Deliver No. Performance Parameter Measure 1. Delivery Management - Client satisfaction PCSAT and ACSAT score, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer 2. Delivery Management - operational efficiency Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance, PEI % target, 100% usage of click to bill, % SAP loss for T&M projects 3. Delivery Management - Financials Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, CR realization target, process exceptions to be minimized, bench cost % of total cost, underrun % target for FPP projects, effort saving through NG-1, NG-2 initiatives 5. Capability Building % attrition, critical talent attrition%, % trained on new age skills, % of team trained in necessary behavioural skills, diversity ratio, % localization targets by market, billable rookie ratio, rookie/NJNB assimilation TATs, offshore mix 6. Team Management Team attrition %, Employee satisfaction score Delivery Management

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