Service Delivery Lead

Role Purpose

The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.

Do

1. Oversee and manage service delivery by meeting all contractual/ SLA commitments.
2. Contract compliance & adherence.
3. Ensure all SLA parameters are met in the account.
4. Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited.
5. Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines.
6. Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices.
7. Delivery governance across the accounts/projects.
8. Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project.
9. Ensure that the project performance parameters stay green for all accounts.
10. Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags.
11. Participate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadership.
12. Ensure regular invoicing as per the contract terms and condition and performance.
13. Technical and/or Operational Issue Resolution.
14. Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage.
15. Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis.
16. Acts as point of escalation for issues not resolvable by the service lines.
17. Escalate issues with financial implication on the account to Account Head and other senior stakeholders.
18. Resource Allocation & Retention.
19. Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery.
20. Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery.
21. Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis.
22. Plan training batches to backfill client deliveries during crucial periods.
23. Ensure retention by offering relevant trainings and certifications of all allocated resources.
24. Ensure Process Excellence.
25. Partner with the assigned black belt for the account on regular basis to get feedback on account performance.
26. Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins.
27. Present the business case for such initiatives to the clients to get their buy-in if required.
28. Drive and implement structured cadence around quality, both process and transactional.
29. Conduct periodic meetings with clients and delivery teams - daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings to share focus points, progress and successes.
30. Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account.
31. Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.
32. Regularly monitors and reports on financial health of the account and remedies any financial misses or anomalies.
33. Contribute to the revenue growth of the account by supporting the Account Head through new opportunity identification for deployment of new technology, growth solutions and services within the existing account/client.
34. Recognizes business needs and determines if our portfolio offering may be an appropriate solution.
35. Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts.
36. Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth.
37. Prepare implementation plans and ensure efficient client on-boarding; present content strategy and annual delivery plan.
38. Partner with the process excellence team to incorporate and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation etc.
39. Set direction for the team, track progress against targets through regular cadence calls and course correct as required.
40. Partner with the WFM, Hiring & HR team to ensure optimal resource allocation and maintenance of a ready skilled team of resources to avoid leakages and revenue loss.
41. Develop, manage and leverage relationships in account to build customer centricity.
42. Identify key stakeholders/ decision makers in client organization and develop and strengthen relationships with them.
43. Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
44. Drive and attend Steering Committee meetings or Client Review meetings to regularly review project dashboards, discuss and resolve escalation points and course correct as required for high customer satisfaction and better quality of experience.
45. Act as client advocate and work with internal departments to ensure that client needs are understood and satisfied.
46. Liaise between the customer and internal teams.
47. Drive Delivery Transformation through automation and innovation focus.
48. Create and drive automation charter and related initiatives within account client (wherever applicable).
49. Drive deployment of automation led solutions and service improvements to deliver value added services to the clients.
50. Build focus on and drive deployment of next generation hyper automation initiatives in coordination with Holmes team to enhance productivity, quality and speed of delivery.
51. Lead, develop and drive new ways of working (EOT, Digital, Agile etc.) and its capabilities within the account to improve quality, delivery speed and productivity parameters.
52. Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
53. Lead capability development initiatives to drive client specific certifications.
54. Co-create capability enhancement programs with client for front line staff and supervisory level.
55. Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training.
56. Focus on helping people develop their careers in order to retain people in the account and reduce turnover.
57. Team Management.
58. Resourcing.
59. Hire adequate and right resources for the team.
60. Talent Management.
61. Ensure adequate onboarding and training for the team members to enhance capability & effectiveness.
62. Build an internal talent pool and ensure their career progression within the organization.
63. Manage team attrition.
64. Drive diversity in leadership positions.
65. Performance Management.
66. Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports.
67. Ensure that the Performance Nxt is followed for the entire team.
68. Employee Satisfaction and Engagement.
69. Lead and drive engagement initiatives for the team.
70. Track team satisfaction scores and identify initiatives to build engagement 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 broad economic, demographic, technological and global trends in the ITES/BPO industry - Competent
  • Technical Knowledge - Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup - Competent
  • Business Management - Knowledge of Deal structuring, revenue cycle and management, financial systems, P&L etc. - Competent
  • Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in this complex system - Competent
  • Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function - Competent

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 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 recognized within 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 attrition rate, DIDI penetration %.

5.

Team Management

Team attrition %, Employee satisfaction score, gender diversity %, Training Hours, No of technical training completed.