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Delivery Head

4 months ago

Reading, Reading, United Kingdom Wipro Ltd. Full time


Role Purpose The purpose of the role is to drive and improve deliveryfor mega-gamma/ key growth accounts by providing innovative solutionsthrough automation and next generation technologies, ensuring righttalent supply chain to enhance customer satisfaction and lead organicgrowth.

Do Delivery Management Ensure seamless delivery of projects in a Mega - Gamma/Key Growth Account Drive and deploy account/ project delivery structure by evaluatingthe budget, costs, risks and staffing requirement Ensure 100% compliance to Project SLA's, information securityprotocols etc (all customer's contractual obligations)

Monitor and take appropriate actions on internal and external auditfindings to ensure no major non-compliance/ deviation from the SLA Ensure adherence to program/ project charter in terms of schedule,quality, efforts and cost Drive account health across projects by conducting periodic cadencewith the quality team to take proactive measures to resolves issues/possible escalations Conducts periodic cadence with Workforce Management Group (WMG) toensure 100% fulfillment as per the account/ project requirement Regularly audit quality (QA) status of delivery and engage QA teamto ensure adherence to Quality Assurance standards and processes Collaborate and influence internal key stakeholders to ensurefulfillment, technology support and flawless delivery of projects Client Relationship Management Engage with client to opportunities to deploy multiple solutionswithin/ across SLs to create a stronger value proposition for clientsand enhance share of business Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with clientmanagement/engagement managers to understand customer's currentand future needs and seek feedback to improve delivery methodology/timelines/ resource allocation Identify and close early warnings on a project to avoid any customerescalations Plan and conduct Quarterly Business Reviews (QBR) with the clientmanagement/ leadership team to drive improvement actions and mine for anew portfolio/ opportunity within the account Design, monitor and share account performance dashboards/ reportswith the clients periodically Drive delivery transformation with client engagement managers toadapt to new delivery models and instill new ways of working in customerorganization Share Wipro's capability and initiatives that may support/fulfill customer's needs Delivery governance across the accounts/ projects Review MIS and reports to monitor and track overall project/ accountdelivery management Conduct periodic reviews with the team (DM's/PM's) onoperational, quality and fulfillment parameters and new idea generation& its implementation on existing projects Resolve project escalations, potential risks or early warning signson project delivery to eliminate any revenue leakage Review and monitor revenue allocations/ realization to avoid OBrevenue leakage Provide inputs to delivery leadership team on overall deliveryperformance parameters (project heath, utilization, realization etc) atan account level during reviews highlighting any critical projectescalations and potential risks Enable revenue growth of an account within a vertical Identify opportunities for deployment of new technology, growthsolutions and services in the account by bringing SL practices/ othercapabilities for client solutioning Engage with existing customers to identify new businessopportunities and increase the existing portfolio for an account byproviding relevant solutions in order to increase delivery drivenrevenue Support pre-sales team to create and propose relevant solutionsto the customer requirements/ request for proposals for a project in anaccount Support sales team with acquisition and traction of new deals byunderstanding the customer needs thereby ensuring higher conversion rate Operational Excellence Automation Focus Drive automation charter and related initiatives in an account Develop, drive and deploy automation led solutions and serviceimprovements to deliver value added services to the customers therebydriving customer's business forward Deploy next generation hyper automation and crowdsourcinginitiatives in coordination with Holmes RO team to enhance productivity,quality and speed of delivery Innovation Focus Deploy new ways of working (Agile, DevOps etc) on the projects toimprove 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 topideas with customer during MRM / QBR Drive and deploy Knowledge Management across the account Contribute in internal knowledge sharing initiatives at Wipro bydriving internal training sessions, best practices, learnings, valueadds and BVMs and deploys best practices in various projects within anaccount Deploy the Wipro's knowledge management portal across theaccount and monitor & track trainings Capability Development and Talent Pipeline Creation Demand forecasting in line with business requirements Spearhead quarterly demand forecasting and resource planning alignedto requirements of the account/ projects Create and deploy a workplan to fulfil the required demand from allthe talent channels including external (lateral, contractors etc) hiringin coordination with WMG/ CWMG and Talent Acquisition team Lead upskilling initiatives across the account Prioritize and identify essential skills required across accounts/projects to facilitate and drive right supply chain across the account Partner with competency group and talent transformation team todrive upskilling initiatives within an account Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees Drive towards 100% mandatory training compliance for the targetpopulation within an account Plan and drive rotations for seed positions and ensure replacementplan to be arrived ahead of rotations Quarterly connect with critical talent to understand theiraspirations and create their learning maps along with project managersand HRBP Fresher engagement program Ensure a stable arrangement and assimilation of rookie within anaccount 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 toenhance capability & effectiveness Build an internal talent pool and ensure their career progressionwithin the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement within the team Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal SDH/VDH/ PDH Delivery strategy and governance Practice Heads of a SL To ensure smooth project delivery and right solutioning approach 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 Global Talent Acquisition, Global Campus Head For recruitment and campus hiring Talent Transformation Team, Competency Group To deliver specific trainings, certification programmes GIMS For visa processing/ stamping ERM Team Keep abreast with different policies and framework related torisk management 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 Finance team (BU/ SL) For 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 Campus For freshers hiring Display Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill Domain/Industry Knowledge
  • Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITindustry
  • Expert Systems Thinking
  • Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment
  • Master Leveraging Technology
  • Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function/ Client organization
  • Expert Program Management
  • Execute projects with end outcome andprocess focus, along with understanding of delivery processes and itsgovernance
  • Master Solution Focus
  • Apply design thinking to bring about new andnovel solutions or changes in processes, products or the way business isconducted
  • Expert Competency Levels Foundation Knowledgeable about the competency requirements.
Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. Expert Applies the competency in all situations and is serves as a guide toothers as well. Master Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.

Behavioral Competencies Client centricity Strategic perspective 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 escalationfrom the customer 2.

Delivery Management - operational efficiency Contractual adherence %, Quality index, Utilization %, cost ofdelivery target, overdue indent, 100% SLA compliance 3.

Delivery Management
  • Financials Revenue target achievement, Operating margin %, leakage from OB torevenue, revenue per employee, increase CR realization, processexceptions to be minimized, bench cost % of total cost 4.
Innovation and Automation focus Hyper-automation deployment, increase in productivity, Actual NGperson month saving, 5.

Capability Building % attrition, critical talent attrition%, % trained on new age skills,% of team trained in necessary leadership skills, diversity ratio, %localization targets by market, billable rookie ratio 6.

Team Management Team attrition %, Employee satisfaction score IT Hardware Asset Management