10 Delivery Governance Jobs

About The Role : Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders 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 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 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 require 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

Role Purpose The purpose of the role is to drive and improve delivery for mega-gamma/ key 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 Mega Gamma/ Key Growth Account Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement Ensure 100% compliance to Project SLAs, information security protocols etc (all customers 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 customers 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 Wipros capability and initiatives that may support/ fulfill customers 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 (DMs/PMs) 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 an account 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 an account Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customers 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 account 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 Wipros knowledge management portal across the account and monitor & track trainings Capability Development and Talent Pipeline Creation Demand forecasting in line with business requirements Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in 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 to drive 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 target population within an account Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP Fresher engagement program Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc) Mandatory Skills: Delivery Management. Experience: 10 YEARS.

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders 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 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 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 require 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 Mandatory Skills: Medical Info & Product Support(PQCM).Experience5-8 Years.

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders 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 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 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 require 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 Mandatory Skills: Geographic Info. Systems(Car support).Experience8-10 Years.

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders 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 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 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 require 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 Mandatory Skills: Geographic Info. Systems(Car support).

Role The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery Do - Delivery Management - Ensure seamless delivery of the projects - Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement - Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs - Ensure 100% compliance to Project SLAs, information security protocols and etc (all customers contractual obligations) - Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA - Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics - Drive various project related audits like quality, customer, ISO etc and ensure zero non-compliance - Conduct 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 program/ project requirement - Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes - Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms - Ensure expected ramp down (ERD) compliance as committed in MSA - Client Relationship Management - Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients - Conduct regular customer connects (meetings/ visits/ video- conference) and participate in Management Review Meetings (MRM) with client management/engagement managers to understand customers 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) along with DMs/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account - Design and monitor project performance dashboards/ reports with the clients periodically - Delivery governance across the project - Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project - Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects - Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage - Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan - 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 project/ program level during reviews highlighting any critical project escalations and potential risks - Operational Excellence - Automation Focus - Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project - Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery - Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project - Innovation Focus - Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters - Drive value adds and BVMs; ensure management showcases them to customer in MRM & QBR to drive growth - Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working - Drive and deploy Knowledge Management and sharing - 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 own account - Deploy the Wipro's knowledge management portal across the account and monitor & track trainings - Capability Development and Talent Pipeline Creation - Demand forecasting in line with business requirements - Anticipate attrition and ensure right talent supply chain to deliver the project - Spearhead quarterly demand forecasting and resource planning aligned to project requirements - Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team - Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements - Drive 100% compliance on trainings and upskilling requirements - Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain - Drive towards 100% mandatory training compliance for the target population within an account - Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations - Quarterly connect with critical talent to understand their career aspirations and create their learning maps along with project managers and HRBP - Fresher engagement program - Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc) - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Talent Management - Ensure adequate onboarding and training for the team members to enhance capability & effectiveness - Build an internal talent pool and ensure their career progression within the organization - Manage team attrition - Drive diversity in leadership positions - Performance Management - Set goals for the team, conduct timely performance reviews and provide 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 build engagement within the team - Facilitate rewards and recognition to acknowledge the high performers in the team Deliver 1. Delivery Management Client satisfaction PCSAT, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer, adherence to project charter 2. Delivery Management operational efficiency Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance, PEI % target, 100% usage of click to bill, % SAP loss for T&M projects 3. Delivery Management Financials Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, CR realization target, process exceptions to be minimized, bench cost % of total cost, underrun % target for FPP projects, effort saving through NG-1, NG-2 initiatives 5. Capability Building % attrition, critical talent attrition%, % trained on new age skills, % of team trained in necessary behavioural skills, diversity ratio, % localization targets by market, billable rookie ratio, rookie/NJNB assimilation TATs, offshore mix 6. Team Management Team attrition %, Employee satisfaction score Mandatory Skills: Project Management. Experience: 8-10 Years.

Responsibilities: Foster a culture of accountability, collaboration & transparent communication around delivery quality. Define and implement a comprehensive delivery governance strategy aligned with business objectives. Define and implement simplified & predictive governance processes for each role and practice, covering the entire project lifecycle. Establish clear performance metrics and KPIs to track delivery success. Regularly review project performance against key metrics, adherence to checklists and standards, and provide detailed reports to senior management. Do detailed audits as necessary, identify and review mitigation plans for potential risks and issues proactively. Analyze delivery data to identify trends and areas for improvement. Establish risk review communication channels between internal GDC as well as regional stakeholders Develop and implement training programs to enhance delivery quality capabilities. Regularly review and update delivery governance framework based on industry trends and organizational needs. Manage and grow an industry focused professional services team with the top talent and organization structure Provide leadership, technical direction, and mentor to maintain a high-performing, highly engaged team with maximum utilization Build and foster relationship for a greater and closer collaboration with the Regional Salesforce Professional services teams Build and nurture relationship with internal teams like product & engineering, external system integrator and technology partners to solidify our partnership and commitment to the customer while penetrating deeper within accounts. Hire world class talent, promote diversity (age, gender, experience, and heritage) and manage performance to ensure career growth opportunities Embody Salesforce values and provide exemplary leadership Experience/Skills Required: 15+ years of experience working for a consulting firm or a professional services division of a software company that delivers software based business solutions related to Sales, Marketing, Services and Support Strong Salesforce experience in Sales, Services and/or Industry clouds Proven success in building a Salesforce consulting organisation with a will to win and a track record of leading a team of 100 plus members while demonstrating continuous improvement. Track record of at least 5 successful Salesforce cloud project implementations. Experience of one or more large scale transformation projects successfully completed Proven track record in project delivery management across diverse projects and teams Expertise in project governance frameworks, methodologies (Agile, Waterfall, etc.) Strong leadership and communication skills to effectively manage stakeholders at all levels Excellent analytical and problem-solving abilities to identify and address delivery challenges Deep understanding of industry best practices and regulatory compliance requirements Passion for technology and innovation, and a proven forward thinker Ability to quickly grasp and distinctly explain technology and business concepts Strong understanding of business processes and their implementation into enterprise applications Excellent analytical, influencing and communication skills: Demonstrate the ability to collaborate effectively across teams (both internal and external) to garner support and achieve outsized impact Degree or equivalent proven experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

About The Role : Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders 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 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 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 require 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

Role Purpose The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery Do Delivery Management Ensure seamless delivery of the projects Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs Ensure 100% compliance to Project SLA's, information security protocols and 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 Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics Drive various project related audits like quality, customer, ISO etc and ensure zero non-compliance Conduct 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 program/ project requirement Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms Ensure expected ramp down (ERD) compliance as committed in MSA Client Relationship Management Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients Conduct regular customer connects (meetings/ visits/ video- conference) and participate in 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) along with DM's/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account Design and monitor project performance dashboards/ reports with the clients periodically Delivery governance across the project Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan 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 project/ program level during reviews highlighting any critical project escalations and potential risks Operational Excellence Automation Focus Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project Innovation Focus Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters Drive value adds and BVMs; ensure management showcases them to customer in MRM & QBR to drive growth Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working Drive and deploy Knowledge Management and sharing 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 own account Deploy the Wipro's knowledge management portal across the account and monitor & track trainings Capability Development and Talent Pipeline Creation Demand forecasting in line with business requirements Anticipate attrition and ensure right talent supply chain to deliver the project Spearhead quarterly demand forecasting and resource planning aligned to project requirements Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements Drive 100% compliance on trainings and upskilling requirements Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain Drive towards 100% mandatory training compliance for the target population within an account Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations Quarterly connect with critical talent to understand their career aspirations and create their learning maps along with project managers and HRBP Fresher engagement program Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc) Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide 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 build engagement within the team Facilitate rewards and recognition to acknowledge the high performers in the team Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal DM/ Program Manager Delivery strategy and governance Transition team To ensure smooth project handover to the delivery team Holmes RO and Tools team 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 Internal audit team Audit of various accounts as per compliance HRBP To drive HR engagement activities and resolve people related issues Finance team (BU/ SL) For COD calculation, payment/ invoice management Procurement team For contract management (MSA and SOW) IMG team To fulfil logistics requirement FMG team To fulfil ODC infrastructure/ IT requirements TSG group For recovery and containing the escalations External Customers To drive business growth and relationship management Vendors/ Partners/ OEM's/ Contract Manufacturers For resourcing/ contracting, trainings, technology platforms, equipments etc Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the IT industry - Competent Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent Program Management - Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance - Expert Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted - Competent Technical knowledge - knowledge of new upcoming skills in the market as per the future trends and bring in to Wipro for its deployment/ training the team - Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. Behavioral Competencies Client centricity 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, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer, adherence to project charter 2. Delivery Management - operational efficiency Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance, PEI % target, 100% usage of click to bill, % SAP loss for T&M projects 3. Delivery Management - Financials Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, CR realization target, process exceptions to be minimized, bench cost % of total cost, underrun % target for FPP projects, effort saving through NG-1, NG-2 initiatives 5. Capability Building % attrition, critical talent attrition%, % trained on new age skills, % of team trained in necessary behavioural skills, diversity ratio, % localization targets by market, billable rookie ratio, rookie/NJNB assimilation TATs, offshore mix 6. Team Management Team attrition %, Employee satisfaction score

Role The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery Do - Delivery Management - Ensure seamless delivery of the projects - Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement - Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs - Ensure 100% compliance to Project SLAs, information security protocols and etc (all customers contractual obligations) - Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA - Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics - Drive various project related audits like quality, customer, ISO etc and ensure zero non-compliance - Conduct 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 program/ project requirement - Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes - Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms - Ensure expected ramp down (ERD) compliance as committed in MSA - Client Relationship Management - Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients - Conduct regular customer connects (meetings/ visits/ video- conference) and participate in Management Review Meetings (MRM) with client management/engagement managers to understand customers 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) along with DMs/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account - Design and monitor project performance dashboards/ reports with the clients periodically - Delivery governance across the project - Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project - Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects - Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage - Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan - 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 project/ program level during reviews highlighting any critical project escalations and potential risks - Operational Excellence - Automation Focus - Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project - Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery - Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project - Innovation Focus - Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters - Drive value adds and BVMs; ensure management showcases them to customer in MRM & QBR to drive growth - Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working - Drive and deploy Knowledge Management and sharing - 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 own account - Deploy the Wipro's knowledge management portal across the account and monitor & track trainings - Capability Development and Talent Pipeline Creation - Demand forecasting in line with business requirements - Anticipate attrition and ensure right talent supply chain to deliver the project - Spearhead quarterly demand forecasting and resource planning aligned to project requirements - Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team - Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements - Drive 100% compliance on trainings and upskilling requirements - Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain - Drive towards 100% mandatory training compliance for the target population within an account - Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations - Quarterly connect with critical talent to understand their career aspirations and create their learning maps along with project managers and HRBP - Fresher engagement program - Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc) - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Talent Management - Ensure adequate onboarding and training for the team members to enhance capability & effectiveness - Build an internal talent pool and ensure their career progression within the organization - Manage team attrition - Drive diversity in leadership positions - Performance Management - Set goals for the team, conduct timely performance reviews and provide 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 build engagement within the team - Facilitate rewards and recognition to acknowledge the high performers in the team Deliver 1. Delivery Management Client satisfaction PCSAT, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer, adherence to project charter 2. Delivery Management operational efficiency Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance, PEI % target, 100% usage of click to bill, % SAP loss for T&M projects 3. Delivery Management Financials Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, CR realization target, process exceptions to be minimized, bench cost % of total cost, underrun % target for FPP projects, effort saving through NG-1, NG-2 initiatives 5. Capability Building % attrition, critical talent attrition%, % trained on new age skills, % of team trained in necessary behavioural skills, diversity ratio, % localization targets by market, billable rookie ratio, rookie/NJNB assimilation TATs, offshore mix 6. Team Management Team attrition %, Employee satisfaction score