Service Delivery Lead
hace 1 mes
Overview:
**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**
- **Oversee and manage service delivery by meeting all contractual/ SLA commitments**
- _Contract compliance & adherence _
- Ensure all SLA parameters are met in the account
- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
- Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines
- Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices
- _Delivery governance across the accounts/projects _
- Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project
- Ensure that the project performance parameters stay green for all accounts
- Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags
- Participate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadership
- Ensure regular invoicing as per the contract terms and condition and performance
- _Technical and/or Operational Issue Resolution_
- Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis
- Acts as point of escalation for issues not resolvable by the service lines.
- Escalate issues with financial implication on the account to Account Head and other senior stakeholders
- Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems
- _Resource Allocation & Retention_
- 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
- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
- Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis
- Plan training batches to backfill client deliveries during crucial periods
- Ensure retention by offering relevant trainings and certifications of all allocated resources
- _Ensure Process Excellence_
- Partner with the assigned black belt for the account on regular basis to get feedback on account performance
- Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins
- Present the business case for such initiatives to the clients to get their buy-in if required
- Drive and implement structured cadence around quality, both process and transactional.
- 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.
- **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**
- _Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability._
- _Regularly monitors and reports on financial health of the account and remedies any financial misses or anomalies_
- _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_
- _Recognizes business needs and determines if our portfolio offering may be an appropriate solution_
- _Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts _
- _Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth _
- _Prepare implementation plans and ensure efficient client on
- boarding; present content strategy and annual delivery plan_
- _Partner with the process excellence team to incorporate and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation etc._
- _Set direction for the team, track progress against targets through regular cadence calls and course correct as required_
- _Partner with the WFM, Hir
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