SERVICE DELIVERY LEAD L2(CONTRACT)
City: Eastleigh
State/Province: Hampshire
Posting Start Date: 3/31/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description:
Job Description
Eastleigh- 3 Days a week
The Health Operations Lead:
The role leads on all aspects of Service for all systems owned within the Health business. Key responsibilities include strategic planning, resource management, process improvement, risk management, financial oversight, and team leadership.
Role Purpose :
• Actively managing the operational integrity of Health platforms; ensure all aspects of the platform are managed, secure and resilient such that continuity of service to the Customer is maintained within agreed risk, control and cost parameters and frameworks
• Define and agree service levels for Aviva Health applications and infrastructure (SLA, KPI)
• Matrix management of resources within and external to the Health CIO function, including Aviva business stakeholders and SMEs, external SI partners, external SaaS solution suppliers, wider Aviva functions (e.g. CISO, Risk)
• Ensuring delivery of change into production is appropriately proven and compliant with Business Protection Controls, IT Standards and agreed service levels
• Ensure compliance with Business Protection Controls, IT Standards, SLAs/OLAs through proactive management and monitoring of platform services, capacity, technical risks, data protection/infosec risks
• Drive delivery of essential maintenance and technical remediation to maintain/improve integrity and performance of platforms
• Accountable for direct management of platform incidents; working within agreed incident measures and processes to build productive working relationships with Business Stakeholders, Major Incident Teams and incident resolvers to rapidly recover and stabilise services to the customer
• Defining and delivering operational reporting to demonstrate operational performance within agreed targets
Key accountabilities in the job? What do I need to deliver and achieve to be effective in this role?
What do I need to do in my role?
What key decisions do I take?
Leadership and Stakeholder Management:
• Define, establish and operation the Operations function for Aviva Health
• Manage multiple teams, both internal and external to Aviva Health. External teams will include teams from the wider Aviva and those external to the organisation
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• Develop effective and confident relationships with Health CIO teams, peers, and senior CIO and business stakeholders
• Work in partnership with the IWR Transformation to deliver the best outcomes for Aviva Health and Aviva
• Demonstrate a resilient mindset - continuing to push past the convenient compromise, to help colleagues look for multiple paths to success, with the end goal of value creation.
• Champion the shift to a flexible resourcing model with the creation of persistent teams with SaaS partners
• Manage relationships with external SaaS providers, cloud vendors, and technology partners, ensuring optimal performance and contract alignment.
• Drive performance through strong communications and influence - particularly with business unit aligned change & transformation leads.
Operational Excellence:
• Identify, resolve and remediate operational incidents, typically under pressure to restore service to internal users and external customers
• Identify opportunities for process optimisation and operational excellence within Aviva Health
• Implement best practices, streamline workflows, and enhance operational efficiency to drive cost savings, and deliver superior customer service
Technology Service, Delivery & Execution:
• Become expert in the Health IT solution and build deep domain expertise in the Health business
• Highly experienced in the Salesforce product set, particularly Health Cloud, Insurance Cloud
• Highly experienced in operational support, specifically Salesforce implementations
• Highly experienced across Service Management, Problem Management, Service Improvement, Continuous Improvement
• Proactively manage the Health estate, including vulnerability management, technical refresh, disaster recovery, business continuity, risk management, monitoring of critical processes, capacity planning and service resilience
• Guarantee the security of the Health estate through management of access recertification, segregation of duties, data protection and integrity
• Act as gatekeeper to new deliveries into the Production environment ensuring all risks to service or continuity are effectively mitigated
• Guarantee asset registers such as CMDB are accurate and maintained
• Ensure compliance with Business Protection Controls and IT Standards impacting Operations
• Resource planning and management
• Connecting strategic imperatives across IWR Health solutions, CIO and Group (OneAviva)
• Experience in Agile delivery frameworks, persistent teams and Scaled Agile (SAFe)
Commercial and Financial Management:
• Define commercial agreements with 3rd Parties and establish organisation and process to guarantee delivery to contractual obligations within agreed costs
• Agree, allocate and track Operational costs within Health CIO to ensure cost management & transparency
Skills & Experience in the job
What do I need to know?
• Leadership & Communication: Proven ability to lead and motivate teams, coupled with strong communication skills for collaboration and reporting.
• Technical Proficiency: Familiarity with Aviva Health software, data management, and digital tools. Must be expert in the Salesforce product set, particularly those employed in Aviva Health : Health and Insurance clouds
• Knowledge of the Health PMI products and market, claims management and regulatory requirements.
• Solid comprehension of change management principles and methodologies, particularly Scaled Agile, with the ability to drive cultural change and overcome resistance.
• Analytical & Problem-Solving: Excellent analytical skills to track data, identify issues, and develop effective solutions.
• Organizational Skills: High levels of organization and time management to handle multiple tasks and projects in a fast-paced environment.
• Business Acumen: A deep understanding of business operations, including finance, supply chain management, and HR.
• Process Improvement Methodologies: Experience applying methods like Lean, Six Sigma, or TQM to optimize processes.
Mandatory Skills: Project Management ASM .
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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion