Job
Description
Mission: Delight our clients- exceed their expectations; meet all aspects of our delivery and service agreements; drive growth and capability for our clients and within the organization; act at all times in alignment with the spirit of Wipro. Scope, accountabilities, and outcomes: Scope: Leadership of a large (metal or aspiring metal) client $50M+ revenue per annum 700+ Client based team members Including multiple service lines, ongoing programs/projects, and pipeline deals (renewals and/or new business) Delivered by cross functional, matrixed teams and partners 8+ direct or indirect reports Accountabilities: Develop and nurture strong customer relationships to become a trusted advisor at key levels of their organization (CxO / CxO-1) Partner with GAE to anchor account touchpoints and QBRs Elevate and continuously improve customer experience, measured via CSAT surveys and interviews, with structured close-the-loop plans, service improvement initiatives, and documented actions Track delivery escalation(s) and drive rapid resolution; support the root cause analysis fact finding, and ensure measures are implemented to prevent recurrence Ensure that our service delivery exceeds expectations Facilitate customer account planning that drives growth and innovation Ensure that all contracted deliverables are met in a timely and qualitative manner Provide delivery leadership for the account and enable delivery management/support to Delivery Managers from Service Lines Bring service lines together to provide a one Wipro experience Support DMU creation, effort approval, invoicing and other operational activities Drive delivery-led-growth Identify account growth and expansion opportunities, position Wipros capabilities, work with customers to increase Wipros footprint through cross sell and upsell motions Support program governance to: Ensure Bid to Did success- bookings to revenue realization and adherence to sold margins Ensure an appropriate level of solution assurance from technical, financial and commercial perspectives Align accurate forecasting for Revenue, Cost, and Workforce Meet timelines and deliverables; Support the change request process Manage account requirements including audit and compliance Collaborate with Service Delivery and Practice leaders to engage and retain top talent Outcomes: Key KPIs/Measures: Financial targets for Revenue, Cost/Margins, Cashflow Workforce planning, execution and KPIs:Rotations, NGSs, and correct levelling in alignment with resource plans Customer Satisfaction scores Employee engagement survey scores Preferred Skills & Experience: Must-have skills include: Ability to lead teams via influence, as well as directly in a highly matrixed environment Research and analyse operational data, draw informed conclusion, drive decisions, implement solutions Negotiate constructive and innovative outcomes to difficult problems Engage and motivate teams, keeping focus on the customer and outcomes CXO and Board level presentation skills (preparation, delivery and follow through) Key traits: Bias towards action, ownership, and accountability Ambition to make a positive difference Breadth and depth of experience in areas such as: Customer success (delivery, financial management, sales growth) Program and project management Continuous improvement methodologies such as lean, design thinking, and scaled agile Other stuff: Willing to travel Business fluent in English Visible customer presence and engagement with peers and stakeholders Ability to deliver difficult news and persuade colleagues
