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Service Delivery Manager- T&S
Wipro
posted 22d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
- Strategy Planning with Senior Stakeholders Clients
- Collaborate with leaders to provide strategic and operational plans associated with the account
- Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
- Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
- Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
- Report to global delivery account head on status of the account
- Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems
- Contract compliance adherence
- Ensure all SLA parameters are met in the account and maintain a green card at all times
- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
- Delivery governance in the account
- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance and quality
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
- Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Ensure regular invoicing as per the contract terms and condition
- Forecast and track key account metrics
- Invoicing
- Timely submission of invoices to the client as defined in the SOW
- Provide information required and resolve any invoicing issues raised by the client
- Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
- Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
- Collect and analyze statistics (costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Ensure outstanding performance against key metrics mentioned in the agreement
- Regular cadence around contract compliance
- Evaluate performance with key metrics (accuracy, customer service metrics etc.)
- Set direction for the team, track progress against targets through regular cadence calls and course correct as required
- Drive the focus of the team on quality and adherence to contract compliance processes
- Drive and implement structured cadence around quality, both process and transactional
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
- Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
- Resource Allocation Retention
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
- Optimize manpower and minimize leakages by working closely with delivery head
- Ensure retention by offering relevant trainings and certifications of all allocated resources
- Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Regular cadence around contract compliance
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Delivery Manager roles with real interview advice
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What people at Wipro are saying
Rating based on 34 Service Delivery Manager
reviews
Anonymous · Customer Success, Service & Operations
in Pune
Nothing to like honestly.
Sales team is exceptionally poor. Only thing delivery leadership knows is cost cutting while they enjoy all the benefits. They don’t even listen to mid management.
- Salary - Bad
Service Delivery Manager salary at Wipro
What Wipro employees are saying about work life
Wipro Benefits
Family and Parenting Perks and Benefits Health Care & Insurance Financial & Retirement Professional Support Vacation and Time off 
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