Head- Managed Services

Job description:

Job Description

Role Purpose
The purpose of the role is to drive and improve  delivery for a set/ cluster of 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 cluster of growth accounts 
    • Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement 
    • Ensure 100% compliance to Project SLA’s, information security protocols 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
    • 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

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• 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 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) 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 Wipro’s capability and initiatives that may support/ fulfill customer’s 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 (DM’s/PM’s) 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 the accounts 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 all the accounts 
    • Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer’s 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 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 an account
    • Deploy the Wipro’s knowledge management portal across the account and monitor & track trainings 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. 

Applications from people with disabilities are explicitly welcome.