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Delivery Excellence Manager

2 months ago

Cincinnati, Ohio, United States Wipro Technologies Full time
Job Title: Delivery Manager

Wipro Technologies is a leading global information technology, consulting and business process services company.

Job Summary:

The Delivery Manager will be responsible for driving and improving delivery for mega-gamma/key growth accounts by providing innovative solutions through automation and next-generation technologies.

Key Responsibilities:
  • 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 requirements
    • Ensure 100% compliance to Project SLAs, information security protocols, etc. (all customer's contractual obligations)
  • Client Relationship Management:
    • Engage with clients to identify 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
  • Delivery Governance:
    • 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
  • Operational Excellence:
    • 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 customers thereby driving customer's business forward
  • 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 customers in MRM & QBR to drive growth
  • Capability Development and Talent Pipeline Creation:
    • Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/projects
    • Create and deploy a workplan to fulfill the required demand from all the talent channels including external (lateral, contractors, etc.) hiring in coordination with WMG/CWMG and Talent Acquisition 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
  • Team Management:
    • Hire adequate and right resources for the team
    • Manage team attrition
  • 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
Requirements:
  • Functional Competencies:
    • Awareness and knowledge of broad economic, demographic, technological, and global trends in the IT industry
    • Understanding of the Wipro system (interrelatedness, interdependencies, and boundaries) and perform problem-solving in a complex environment
    • Knowledge of current and upcoming technology (automation, tools, and systems) to build efficiencies and effectiveness in own function/client organization
    • Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance
    • Apply design thinking to bring about new and novel solutions or changes in processes, products, or the way business is conducted
  • Behavioral Competencies:
    • Client-centricity
    • Strategic perspective
    • Problem-solving and decision-making
    • Execution excellence and passion for results
    • Change agility
    • Passion for results
    • Nurturing people
    • Executive presence
    • Collaborative working
Performance Parameters:
  • Delivery Management:
    • Client satisfaction
    • Operational efficiency
    • Financials
  • Innovation and Automation Focus:
    • Hyper-automation deployment
    • Increase in productivity
    • Actual NG person-month saving
  • Capability Building:
    • % attrition
    • Critical talent attrition%
    • % trained on new-age skills
    • % of team trained in necessary leadership skills
    • Diversity ratio
    • % localization targets by market
    • Billable rookie ratio
  • Team Management:
    • Team attrition%
    • Employee satisfaction score