Delivery Manager

Role Purpose

The purpose of the role is to manage delivery within an accountby driving various projects, operations and delivery governance,ensuring right talent supply chain to optimize customer satisfaction andcost of delivery

Do

Delivery Management

Ensure seamless delivery of projects in an account

Interact with presales team during RFP stage/ inception of theproject to ensure right solution is proposed to the customer

Drive and deploy account/ project delivery structure by evaluatingthe budget, costs, risks and staffing requirement

• Ensure 100% adherence to Program and Project charter in terms ofschedule, quality, efforts and costs

Ensure 100% compliance to Project SLA's, information securityprotocols and etc (all customer's contractual obligations)

Monitor and take appropriate actions on internal and external auditfindings to ensure no major non-compliance/ deviation from the SLA

Drive account health across projects by adhering to program andproject management norms on all key performance metrics

• Conduct periodic cadence with the quality team to take proactivemeasures to resolves issues/ possible escalations
• Conducts periodic cadence with Workforce Management Group (WMG) toensure 100% fulfillment as per the program/ project requirement

Regularly audit quality (QA) status of delivery and engage QA teamto ensure adherence to Quality Assurance standards and processes

Minimize process exceptions and deviations (schedule, cost) from theactual project plan

Maintain Program and Project structure in Confluence & SAP inline with prevailing business requirements and norms

• Ensure expected ramp down (ERD) compliance as committed in MSA

Client Relationship Management

Engage with client to deploy multiple solutions within/ across SLsto creates a stronger value proposition for clients and enhance share ofbusiness

Conduct regular customer connects (meetings/ visits/ video-conference) to understand customer's current & future needsand seek feedback to improve delivery methodology/ timelines/ resourceallocation

• Identify and close early warnings on a project to avoid any customerescalations

Plan and participate in Quarterly Business Reviews (QBR) along withAccount Delivery Head (ADH) with the client management/ leadership teamto drive improvement actions and mine for a new portfolio/ opportunitywithin the account

Identify and nurture champions within client organization throughfrequent connects and delivery excellence to maintain long-termrelationship

Delivery governance across the program/ projects

Review MIS and reports to monitor and track overall project/ accountdelivery management, diving deep into problem accounts/projects withrelevant PgMs, PMs

Conduct periodic reviews with the team (PgMs, PMs) on operational,quality and fulfillment parameters and new idea generation & itsimplementation on existing projects

• Identify and resolve potential risks or early warning signs onproject delivery to drive for ZERO surprise escalations and eliminateany revenue leakage

Resolve project escalations that happen in an expedited fashionensuring root cause identification and permanent closure

Mentor and groom PgMs/ PMs on client and account managementleadership to enable more hands-off delegation

Review and monitor revenue allocations/ realization to avoid OBrevenue leakage

• Provide inputs to delivery leadership team on overall deliveryperformance parameters (project heath, utilization, realization etc) atan account level during reviews highlighting any critical projectescalations and potential risks

Enable revenue growth of an account within own accounts

Support pre-sales team to create and propose relevant solutionsto the customer requirements/ request for proposals for a project in anaccount

Support sales team with acquisition and traction of new deals byunderstanding the customer needs thereby ensuring higher conversion rate

Gather information from PgMs, PMs and sales to identifyopportunities for deployment of new technology, growth solutions andservices in the accounts by bringing SL practices/ other capabilitiesfor client solutioning

Monitor and Track accounting activities to ensure timely billingconsolidation, invoicing and reconciliation activities to ensure cleanand orderly book-keeping

Operational Excellence within own accounts

Automation Focus

Identify automation opportunities and drive value adds across theprogram/ projects

Deploy next generation hyper automation and crowdsourcinginitiatives in coordination with Holmes RO team to enhance productivity,quality and speed of delivery

Innovation Focus

Brainstorm with the team to identify improvement opportunities andinitiatives to further improve quality, delivery speed and productivityparameters

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 topideas with customer during MRM / QBR

Drive and deploy Knowledge Management across the accounts

Contribute in internal knowledge sharing initiatives at Wipro bydriving internal training sessions, best practices, learnings, valueadds and BVMs and deploys best practices in various projects within ownaccount

Deploy the Wipro's knowledge management portal across theaccount and monitor & track trainings

Capability Development and Talent Pipeline Creation

Demand forecasting in line with business requirements

Spearhead quarterly demand forecasting and resource planning alignedto requirements of the account/ projects

Create and deploy a workplan to fulfil the required demand from allthe talent channels including external (lateral, contractors etc) hiringin coordination with WMG/ CWMG and Talent Acquisition team

• Anticipate new skills/ upcoming technologies required to deliver theproject and ensure the team is trained or right talent is inducted intothe project as per the skill requirements

Drive 100% compliance on trainings and upskilling requirements

Prioritize and identify essential and upcoming technical skillsrequired across programs/ projects to facilitate and drive right supplychain

Identify and deploy multi-skilling upgradation model along withworkforce transformation team

• Drive towards 100% mandatory training compliance for the targetpopulation within an account

Plan and drive rotations for seed positions and ensure replacementplan to be arrived ahead of rotations

Quarterly connect with critical talent to understand theiraspirations and create their learning maps along with project managersand HRBP

Fresher engagement program

Ensure a stable arrangement and assimilation of rookie withinaccounts in coordination with competency group team (classroomtrainings/ e-learning, certifications, on the job training etc)

Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members toenhance capability & effectiveness

Build an internal talent pool and ensure their career progressionwithin the organization

• Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to buildengagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

ADH

Delivery strategy and governance

Global Client Partner, Client Partner

Support sales in solutioning and project delivery estimation

Holmes RO

Automation initiatives within an account

BU Quality Team/ Central Quality Team

To deploy central quality policy and framework

Legal and Compliance

For contract management

CWMG, WMG

For fulfilment and demand forecasting

Talent Transformation Team, Competency Group

To deliver specific trainings, certification programmes

GIMS

For visa processing/ stamping

Internal audit team

Audit of various accounts as per compliance

Workforce transformation team

For multi-skilling of identified resources

Pre-sales team

For solutioning for an RFP/ client requirement

HRBP

To drive HR engagement activities and resolve people relatedissues

Finance team (BU/ SL)

For COD calculation, payment/ invoice management

Procurement team

For contract management (MSA and SOW)

External

Customers

To drive business growth and relationship management

Vendors/ Partners/ OEM's/ Contract Manufacturers

For resourcing/ contracting, trainings, technology platforms,equipments etc

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 - Competent
  • Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Competent
  • Leveraging Technology - Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function/ Client organization - Expert
  • Program Management - Execute projects with end-outcome andprocess focus, along with understanding of delivery processes and itsgovernance - Competent
  • 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 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 recognisedwithin the entire organization.

• Behavioral Competencies
  • Client centricity
  • Problem solving and decision making
  • Execution excellence and passion for results
  • Change agility
  • Passion for results
  • Nurturing people
  • Executive presence
  • Collaborative working

Deliver

No.

Performance Parameter

Measure

1.

Delivery Management - Client satisfaction

PCSAT and ACSAT score, Brand score, no. of customer references, SDR/QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalationfrom the customer

2.

Delivery Management - operational efficiency

Contractual adherence %, Quality index, Utilization %, cost ofdelivery target, overdue indent, 100% SLA compliance, PEI % target, 100%usage of click to bill, % SAP loss for T&M projects

3.

Delivery Management - Financials

Revenue target achievement, Operating margin %, leakage from OB torevenue, revenue per employee, CR realization target, process exceptionsto be minimized, bench cost % of total cost, underrun % target for FPPprojects, effort saving through NG-1, NG-2 initiatives

5.

Capability Building

% attrition, critical talent attrition%, % trained on new age skills,% of team trained in necessary behavioural skills, diversity ratio, %localization targets by market, billable rookie ratio, rookie/NJNBassimilation TATs, offshore mix

6.

Team Management

Team attrition %, Employee satisfaction score

Delivery Management