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2548 Wipro Jobs

Service Delivery Manager- T&S

5-10 years

Bangalore / Bengaluru

1 vacancy

Service Delivery Manager- T&S

Wipro

posted 17d ago

Job Description

The purpose of this role is to increase revenue, maximize process efficiency cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.



Do
  • 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

Employment Type: Full Time, Permanent

Read full job description

Prepare for Service Delivery Manager roles with real interview advice

Top Wipro Service Delivery Manager Interview Questions

Q1. Triangle Star Pattern Task Your task is to print a triangle pattern using stars (*) for a given integer N, which represents the number of r ... read more
Q2. Encode The String Problem Statement Given a string S of length N , encode it using the specified rules related to vowels and consonants. Ex ... read more
Q3. Minimum Operations to Make Strings Equal Given two strings, A and B , consisting of lowercase English letters, determine the minimum number ... read more
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What people at Wipro are saying

3.5
 Rating based on 34 Service Delivery Manager reviews

Likes

Nothing to like honestly.

Dislikes

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
  • +5 more
Read 34 Service Delivery Manager reviews

Service Delivery Manager salary at Wipro

reported by 360 employees with 11-21 years exp.
₹9.4 L/yr - ₹31 L/yr
16% more than the average Service Delivery Manager Salary in India
View more details

What Wipro employees are saying about work life

based on 53.2k employees
64%
72%
63%
78%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Wipro Benefits

Submitted by Company
Family and Parenting
Perks and Benefits
Health Care & Insurance
Financial & Retirement
Professional Support
Vacation and Time off
Submitted by Employees
Cafeteria
Health Insurance
Free Transport
Soft Skill Training
Job Training
Work From Home +6 more
View more benefits

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