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Location

Bangalore | India

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Job description

Role Purpose

The purpose of this role is to facilitate the successful delivery of critical projects within the organization by mitigating all the business, operational, contractual, technology and people risks before the start of the project delivery to ensure optimal client engagement and achievable business objectives

Do

1. Create and implement the Delivery Assurance framework for a BU/ SL
   1. Develop, review and execute the Delivery Assurance (DA) Governance and Compliance framework
      1. Establish DA strategic roadmap and guidelines including performance parameters for the team to mitigate all possible issues, business risks to enable delivery to client as per the framework
      2. Incorporate a multi-dimensional view of the deals across risk management, talent, operational performance etc.

• Establish framework around governance and escalation management by establishing review cadence and creating Escalation Matrix

1. Drive capability within the team through product and process training of the relevant delivery teams

1. Aligning and reviewing the project/ program management plan with compliance to enable terms of delivery/ execution
   1. Understand the operational challenges that are bounded with the product and the way it is sold to clients and customers
   2. Define & tighten the scope of delivery with the client in the agreement to upkeep the revenue & reputation of Wipro
   3. Review the contract deeply to ensure zero financial leakage and 100% risk coverage
   4. Try to mitigate the risk beforehand the solution is delivered to clients to keep the relationship trusts
   5. Manage escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
   6. Analyze the requirements and scope of the project that is needed to be delivered and ensure reduction in escalations in volumes and are resolves with agreed upon terms and timeline
   7. Provide Technical Solution which enables root cause and analyzes system performance, along with highlighting solutions in low areas and work alongside to create performance management plan
   8. Evaluate the deliverables to understand what is in scope and what is out the scope to ensure service deliverables are in accordance with contract
   9. Carefully validate MSA terms including all the relevant and priority conditions including termination, penalty, milestones and its impact
   10. Ensure compliance with both Corporate and Clients Escalation Policies
   11. Define the right boundaries, to create consistency in both the asked requirements and the delivery solutions
   12. Understand the legal terms in technical aspects to bridge contractual gaps in contracts
   13. Ensure that technically & techno-commercially all gaps are closed
   14. Track and monitor penalty and rewards metrics to assess health of delivery and raise alerts to improve in cases where it’s trending below target

1. Support the overall delivery assurance in sync with the pre- sales/sales teams
   1. Review, validate technical solutions defined during the pre- sales/solution definition phase of the engagement by providing recommendations for refining the same & ensure that it meets customer's business needs
   2. Assess problems that get reported, defines recovery plan, monitor its implementation and stakeholder communication & ensure that the project/program is back on the right track
   3. Ensuring that the projects Start Green w.r.t. people, certifications, background checks, contracts etc
   4. Assist the Technical Manager in day to day management of the company’s Quality Management Systems and technical support activities manufacturing site and SME sales team
   5. Draft, evaluate, negotiate, validate and execute contract from delivery compliance & assurance lens between Wipro & its clients by understanding the SoW with the client
   6. Provide feedback to the pre-sales and delivery team wherever to mitigate risk with respect to all contractual clauses
   7. Periodic cadence with the sales, pre-sales and delivery team to ensure the contract is aligned to project deliverables and is 100% secure before the contract is signed officially

1. Enablement and governance of the delivery assurance operations in line with Wipro objectives
   1. Coordination with the customer & internal stakeholders to understand the requirement & vet the contract terms accordingly
   2. Provide inputs on the SLA terms, review mechanism, headcount on project, cost etc so as to provide for a win-win situation
   3. Coordinate with Risk Management Team, Operations, Quality Assurance team and relevant stakeholders to support customer reviews including follow ups and corrective actions
   4. Assist with regulatory bodies and external vendors/customers as per the requirements
   5. Ensuring all solutions comply with legal regulations of the organization and the clients
   6. Execution practices are reviewed & bought in line with the inputs from DA team
   7. Ensure that there are no financial leakages before the contract is finally signed & executed between the client & Wipro
2. Team Management
   1. Resourcing
      1. Forecast talent requirements as per the current and future business needs
      2. Hire adequate and right resources for the team

• Train direct reportees to make right recruitment and selection decisions

1. Talent Management
   1. Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
   2. Build an internal talent pool of HiPos and ensure their career progression within the organization

• Promote diversity in leadership positions

1. Performance Management
   1. Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
   2. In case of performance issues, take necessary action with zero tolerance for ‘will’ based performance issues

• Ensure that organizational programs like Performance-Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

1. Employee Satisfaction and Engagement
   1. Lead and drive engagement initiatives for the team
   2. Track team satisfaction scores and identify initiatives to build engagement within the team

• Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

1. 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 to MSA/ 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 broad economic, demographic, technological and global trends in the IT industry - Expert
  • Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Expert
  • Leveraging Technology – In-depth knowledge of and mastery over technology domain that commands expert authority respect– Master
  • Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted - Expert

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 is 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 recognised 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, customer Escalations Closure, CSAT/ ACSAT/NPS Margin Improvement - Defined/agreed x% improvement, if trending below target & 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 satisfaction score (ESAT)

Data Analysis

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