Service Delivery Lead

Role Purpose The purpose of the role is to ensure excellent customer servicedelivery of all technology solutions and products to clients, througheffective project management, service metrics tracking, budgetmanagement, issue resolution, optimal resource allocation, andmaintenance of a skilled team of all delivery resources for the client Do

1. Oversee and manage service delivery by meeting allcontractual/ SLA commitments
   1. Contract compliance & adherence
      1. Ensure all SLA parameters are met in the account
      2. Review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited

• Monitor and review all projects in the account on various deliveryparameters to ensure quality delivery as per budget and timelines

1. Ensure that the service credits, performance incentives, penalty andpenalty waivers are incorporated in the invoices

1. Delivery governance across the accounts/projects
   1. Lead delivery teams to understand customer goals and key performancemetrics and their thresholds for each project
   2. Ensure that the project performance parameters stay green for allaccounts

• Monitor and review delivery dashboards/ MIS across accounts to trackprogress, forecast performance and identify potential red flags

1. Participate and share account performance across operational,quality and fulfillment parameters with internal/external stakeholders& senior leadership
2. Ensure regular invoicing as per the contract terms and condition andperformance

1. Technical and/or Operational Issue Resolution
   1. Manage and resolve complex project escalations, potential risks orearly warning signs on project delivery to eliminate any revenue leakage
   2. Acts as an advisor to service delivery managers to meet schedules orresolve technical or operational problems on a daily basis

• Acts as point of escalation for issues not resolvable by the servicelines.

1. Escalate issues with financial implication on the account to AccountHead and other senior stakeholders
2. Acts as an advisor to service line managers to meet schedules orresolve technical or operational problems

1. Resource Allocation & Retention
   1. Ensure effective transition from the client with the well documentedand clear process understanding along with the right manpowerrequirements with requisite skill and training to undertake delivery
   2. Review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery

• Responsible for establishing, leading and maintaining a skilled teamof all delivery resources for an account on a daily basis

1. Plan training batches to backfill client deliveries during crucialperiods
2. Ensure retention by offering relevant trainings and certificationsof all allocated resources

1. Ensure Process Excellence

1. Partner with the assigned black belt for the account on regularbasis to get feedback on account performance
2. Prioritize and drive initiatives for continuous improvement toimprove top line revenue and bottom line margins

• Present the business case for such initiatives to the clients to gettheir buy-in if required

1. Drive and implement structured cadence around quality, both processand transactional.
2. Conduct periodic meetings with clients and delivery teams –daily status updates, service level requirement reviews, continuousimprovement, change control and other informal meetings to share focuspoints, progress and successes.

1. Contribute to revenue and profitable growth by ensuring theagreed revenue targets are met and by identifying opportunities in theform of new and/or adjacent work in the assigned account
   1. Ensure excellent service delivery of all products and solutionsto achieve approved margin targets on assigned accounts and is targetedto improve account profitability.
   2. Regularly monitors and reports on financial health of theaccount and remedies any financial misses or anomalies
   3. Contribute to the revenue growth of the account by supportingthe Account Head through new opportunity identification for deploymentof new technology, growth solutions and services within the existingaccount/client
   4. Recognizes business needs and determines if our portfoliooffering may be an appropriate solution
   5. Qualify and prioritize new opportunities in the funnel in theform of adjacent work in existing accounts
   6. Serve as the primary relationship owner for an assigned group oftop tier client accounts with responsibility for retention and growth
   7. Prepare implementation plans and ensure efficient client on-boarding; present content strategy and annual delivery plan
   8. Partner with the process excellence team to incorporate anddrive key Wipro initiatives and priorities in the account strategy suchas Digital, Automation etc.
   9. Set direction for the team, track progress against targetsthrough regular cadence calls and course correct as required
   10. Partner with the WFM, Hiring & HR team to ensure optimalresource allocation and maintenance of a ready skilled team of resourcesto avoid leakages and revenue loss

1. Develop, manage and leverage relationships in account tobuild customer centricity
   1. Identify key stakeholders/ decision makers in clientorganization and develop and strengthen relationships with them
   2. Interact and engage with the client leadership to communicateand update progress against account plan, project delivery etc.
   3. Drive and attend Steering Committee meetings or Client Reviewmeetings to regularly review project dashboards, discuss and resolveescalation points and course correct as required for high customersatisfaction and better quality of experience
   4. Act as client advocate and work with internal departments toensure that client needs are understood and satisfied
   5. Liaise between the customer and internal teams

1. Drive Delivery Transformation through automation andinnovation focus
2. Create and drive automation charter and related initiativeswithin account client (wherever applicable)
3. Drive deployment of automation led solutions and serviceimprovements to deliver value added services to the clients
4. Build focus on and drive deployment of next generation hyperautomation initiatives in coordination with Holmes team to enhanceproductivity, quality and speed of delivery
5. Lead, develop and drive new ways of working (EOT, Digital, Agileetc.) and its capabilities within the account to improve quality,delivery speed and productivity parameters
6. Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
   1. Lead capability development initiatives to drive client specificcertifications
   2. Co-create capability enhancement programs with client for frontline staff and supervisory level
   3. Ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe areas of skill development, soft skill and leadership training
   4. Focuson helpingpeopledeveloptheircareers in order to retain people inthe account and reduce turnover

1. Team Management
   1. Resourcing
      1. Hire adequate and right resources for the team
   2. Talent Management
      1. Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
      2. Build an internal talent pool and ensure their career progressionwithin the organization

• Manage team attrition

1. Drive diversity in leadership positions

1. Performance Management
   1. Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
   2. Ensure that the Performance Nxt is followed for the entire team
2. Employee Satisfaction and Engagement
   1. Lead and drive engagement initiatives for the team
   2. Track team satisfaction scores and identify initiatives to buildengagement within the team

Stakeholder Interaction

Stakeholder Type	Stakeholder Identification	Purpose of Interaction
Internal	SL Leadership	Strategy and governance
Wipro Vertical/BU Team/ GCP	Client relationship
DO&P Sales & Pre-Sales Team (Hunting/ Farming)	Client delivery during transition to steady state execution
Digital, EOT, Holmes	Transformation opportunities, process improvements etc.
HR	Hiring and employee engagement and retention
IMG, FMG	Team management
Training Team	Capability development
Business Finance Team	Deal pricing, invoicing etc.
Central Staffing Team (CST/WFM)	Manpower planning, shift planning as per workload etc.
BFM, MIS	Invoicing, financial performance etc.
RMAC	Risk audits and certifications
IT	Systems and platforms
Quality	Process improvements
External

Display Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry - Competent
  • Technical Knowledge – Knowledge of operational processes,quality certifications etc. in a BPO/ITES setup– Competent
  • Business Management – Knowledge of Deal structuring, revenuecycle and management, financial systems, P&L etc. - Competent
  • Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in this complex system - Competent
  • Leveraging Technology – Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function - Competent

Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. Expert Applies the competency in all situations and is serves as a guide toothers as well. Master Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.

• Behavioral Competencies
  • Influencing
  • Business acumen
  • Collaborative working
  • Problem solving and decision making
  • Execution Excellence
  • Stakeholder Management
  • Client (Internal) Centricity
  • Effective Communication
  • People Management

Deliver

No.	Performance Parameter	Measure
1.	Financials	Revenue and OB target achievement – Farming, Operating margin%, leakage from OB to revenue, quality of OB
2.	Customer	NPS, PCSAT and ACSAT score, Stay Green parameters, Pulse score,Customer complaints – received, time-to-closure, Brand score, no.of customer references, Win Lose Ratio
3.	Delivery Transformation	Productivity Improvement, Loss of revenue due to delivery issues,governance and compliance to risk management frameworks
4.	Account Management	New solutions added, Customer wallet share growth, Customer attritionrate, DIDI penetration %
5.	Team Management	Team attrition %, Employee satisfaction score, gender diversity %,Training Hours, No of technical training completed

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