Delivery assurance managerWipro

Job Description:
Role Purpose
The purpose of this role is to facilitate the successful deliveryof critical projects within the organization by mitigating all thebusiness, operational, contractual, technology and people risks beforethe start of the project delivery to ensure optimal client engagementand achievable business objectives
Do * Create and implement the Delivery Assurance framework for aBU/ SL
Develop, review and execute the Delivery Assurance (DA)Governance and Compliance framework
Establish DA strategic roadmap and guidelines including performanceparameters for the team to mitigate all possible issues, business risksto enable delivery to client as per the framework
Incorporate a multi-dimensional view of the deals across riskmanagement, talent, operational performance etc.
Establish framework around governance and escalation management byestablishing review cadence and creating Escalation Matrix
Drive capability within the team through product and processtraining of the relevant delivery teams
Aligning and reviewing the project/ program management planwith compliance to enable terms of delivery/ execution
Understand the operational challenges that are bounded with theproduct and the way it is sold to clients and customers
Define & tighten the scope of delivery with the client inthe agreement to upkeep the revenue & reputation of Wipro
Review the contract deeply to ensure zero financial leakage and100% risk coverage
Try to mitigate the risk beforehand the solution is delivered toclients to keep the relationship trusts
Manage escalations and coordinate resolution efforts with keystakeholders (internal and external) by working cross-functionally toensure issue ownership, action items, and communications are fulfilled
Analyze the requirements and scope of the project that is neededto be delivered and ensure reduction in escalations in volumes and areresolves with agreed upon terms and timeline
Provide Technical Solution which enables root cause and analyzessystem performance, along with highlighting solutions in low areas andwork alongside to create performance management plan
Evaluate the deliverables to understand what is in scope andwhat is out the scope to ensure service deliverables are in accordancewith contract
Carefully validate MSA terms including all the relevant andpriority conditions including termination, penalty, milestones and itsimpact
Ensure compliance with both Corporate and Clients EscalationPolicies
Define the right boundaries, to create consistency in both theasked requirements and the delivery solutions
Understand the legal terms in technical aspects to bridgecontractual gaps in contracts
Ensure that technically & techno-commercially all gaps areclosed
Track and monitor penalty and rewards metrics to assess healthof delivery and raise alerts to improve in cases where it'strending below target
Support the overall delivery assurance in sync with the pre-sales/sales teams
Review, validate technical solutions defined during the pre-sales/solution definition phase of the engagement by providingrecommendations for refining the same & ensure that it meetscustomer's business needs
Assess problems that get reported, defines recovery plan,monitor its implementation and stakeholder communication & ensurethat the project/program is back on the right track
Ensuring that the projects Start Green w.r.t. people,certifications, background checks, contracts etc
Assist the Technical Manager in day to day management of thecompany's Quality Management Systems and technical supportactivities manufacturing site and SME sales team
Draft, evaluate, negotiate, validate and execute contract fromdelivery compliance & assurance lens between Wipro & its clientsby understanding the SoW with the client
Provide feedback to the pre-sales and delivery team wherever tomitigate risk with respect to all contractual clauses
Periodic cadence with the sales, pre-sales and delivery team toensure the contract is aligned to project deliverables and is 100%secure before the contract is signed officially
Enablement and governance of the delivery assuranceoperations in line with Wipro objectives
Coordination with the customer & internal stakeholders tounderstand the requirement & vet the contract terms accordingly
Provide inputs on the SLA terms, review mechanism, headcount onproject, cost etc so as to provide for a win-win situation
Coordinate with Risk Management Team, Operations, QualityAssurance team and relevant stakeholders to support customer reviewsincluding follow ups and corrective actions
Assist with regulatory bodies and external vendors/customers asper the requirements
Ensuring all solutions comply with legal regulations of theorganization and the clients
Execution practices are reviewed & bought in line with theinputs from DA team
Ensure that there are no financial leakages before the contractis finally signed & executed between the client & Wipro
Team Management
Resourcing
Forecast talent requirements as per the current and future businessneeds
Hire adequate and right resources for the team
Train direct reportees to make right recruitment and selectiondecisions
Talent Management
Ensure 100% compliance to Wipro's standards of adequateonboarding and training for team members to enhance capability &effectiveness
Build an internal talent pool of HiPos and ensure their careerprogression within the organization
Promote diversity in leadership positions
Performance Management
Set goals for direct reportees, conduct timely performance reviewsand appraisals, and give constructive feedback to direct reports.
In case of performance issues, take necessary action with zerotolerance for 'will' based performance issues
Ensure that organizational programs like Performance-Nxt are wellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to buildengagement within the team
Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
Exercise employee recognition and appreciation
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
SDH/ Vertical Head/ COO
Regular reporting & updates and escalation management
Pre-sales and sales, WMG, CQO, ERM, Legal team
Review of delivery performance, issues alerts and mitigation,process deployment and audits, initiatives for improvement, adherence toMSA/ SOW parameters
HR
Productivity improvement initiatives, people mix, hiring etc
Talent Transformation
Trainings
Finance
Tracking for business improvement
External
Clients
To ensure project is start green
Vendors/ Consultants
Automation, tools
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 ITindustry - Expert
Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Expert
Leveraging Technology - In-depth knowledge of and masteryover technology domain that commands expert authority respect-Master
Solution Focus - Apply design thinking to bring about new andnovel solutions or changes in processes, products or the way business isconducted - Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
Applies the competency in all situations and is serves as a guideto others as well
Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organization.
Behavioral Competencies
Strategic perspective
Business Acumen
Innovation
Managing Complexity
Client centricity
Execution excellence
Change agility
Passion for results
Nurturing people
Executive presence
Stakeholder Management
Deliver
No.
Performance Parameter
Measure
1.
Delivery Assurance
count of met /not met against client defined goals, customerEscalations Closure, CSAT/ ACSAT/NPS
Margin Improvement - Defined/agreed x% improvement, if trending belowtarget & QoQ improvement of 1% for accounts meeting targets ,penalty payments made
Productivity Improvement - Realization, Shrinkages; Solution to deployment variation - % variation of execution deviation
2.
Capability Building & Team Management
% trained on new age skills, Team attrition %, Employee satisfactionscore (ESAT)
Wipro

Cebu City, Cebu
Permanent
Full-time