Cluster Delivery Head ( CDH) - L1

Role Purpose
The purpose of the role is to drive and improve delivery for a set/ cluster of growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth.

Do

• Delivery Management
• Ensure seamless delivery of projects in a cluster of growth accounts
• Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
• Ensure 100% compliance to Project SLA's, information security protocols 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
• Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost
• Drive account health across projects by conducting 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 account/ project requirement
• Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
• Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects
• Client Relationship Management
• Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business
• Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customer's current and 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 conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
• Design, monitor and share account performance dashboards/ reports with the clients periodically
• Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization
• 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/ account delivery management
• Conduct periodic reviews with the team (DM's/PM's) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
• Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
• 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 the accounts within a vertical
• Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning
• Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue
• 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

• Operational Excellence
• Automation Focus
• Drive automation charter and related initiatives in all the accounts
• Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer's business forward
• Deploy next generation hyper automation and crowdsourcing initiatives 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 to 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 an account
• Deploy the Wipro's knowledge management portal across the account and monitor & track trainings