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Delivery Manager

3 months ago

Redmond, Washington, United States Wipro Technologies Full time
Role Purpose
The purpose of the role is to manage delivery within an account by driving various projects, operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery
Do
Delivery Management

Ensure seamless delivery of projects in an account

Interact with presales team during RFP stage/ inception of the project to ensure right solution is proposed to the customer
Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement

Ensure 100% adherence to Program and Project charter 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
Drive account health across projects by adhering to program and project management norms on all key performance metrics
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
Minimize process exceptions and deviations (schedule, cost) from the actual project plan
Maintain Program and 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 multiple solutions within/ across SLs to creates a stronger value proposition for clients and enhance share of business
Conduct regular customer connects (meetings/ visits/ video- conference) to understand customer's current & 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 participate in Quarterly Business Reviews (QBR) along with Account Delivery Head (
ADH) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
Identify and nurture champions within client organization through frequent connects and delivery excellence to maintain long-term relationship
Delivery governance across the program/ projects

Review MIS and reports to monitor and track overall project/ account delivery management, diving deep into problem accounts/projects with relevant PgMs, PMs
Conduct periodic reviews with the team (PgMs, PMs) 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
Resolve project escalations that happen in an expedited fashion ensuring root cause identification and permanent closure
Mentor and groom PgMs/ PMs on client and account management leadership to enable more hands-off delegation
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 own accounts

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
Gather information from PgMs, PMs and sales to identify opportunities for deployment of new technology, growth solutions and services in the accounts by bringing SL practices/ other capabilities for client solutioning
Monitor and Track accounting activities to ensure timely billing consolidation, invoicing and reconciliation activities to ensure clean and orderly book-keeping

Operational Excellence within own accounts

Automation Focus

Identify automation opportunities and drive value adds across the program/ projects
Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery

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; 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 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

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

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
Identify and deploy multi-skilling upgradation model along with workforce transformation team

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 accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)

Team Management

Resourcing

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

Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal

ADH
Delivery strategy and governance
Global Client Partner, Client Partner
Support sales in solutioning and project delivery estimation
Holmes RO
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
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
Workforce transformation team
For multi-skilling of identified resources
Pre-sales team
For solutioning for an RFP/ client requirement

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)
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 -

Expert
Program Management - Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance -

Competent
Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted -

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

  • Delivery Management - Client satisfaction
PCSAT and ACSAT score, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer

  • 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

  • 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

  • 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

  • Team Management
Team attrition %, Employee satisfaction score
Delivery Management
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