Service Delivery Director

Job Summary:

The Service Delivery Lead is responsible for ensuring excellent customer service delivery of all technology solutions and products to clients. This involves effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of delivery resources.

Key Responsibilities:

1. Oversee and manage service delivery by meeting all contractual/SLA commitments, including contract compliance and adherence, and ensure all SLA parameters are met in the account.
2. Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines.
3. Ensure that service credits, performance incentives, penalties, and penalty waivers are incorporated in the invoices.
4. Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project.
5. Monitor and review delivery dashboards/MIS across accounts to track progress, forecast performance, and identify potential red flags.
6. Participate and share account performance across operational, quality, and fulfillment parameters with internal/external stakeholders and senior leadership.
7. Ensure regular invoicing as per the contract terms and conditions and performance.
8. Manage and resolve complex project escalations, potential risks, or early warning signs on project delivery to eliminate any revenue leakage.
9. Act as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis.
10. Act as a point of escalation for issues not resolvable by the service lines.
11. Escalate issues with financial implications on the account to the Account Head and other senior stakeholders.
12. Act as an advisor to service line managers to meet schedules or resolve technical or operational problems.
13. Ensure effective transition from the client with well-documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery.
14. Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery.
15. Responsible for establishing, leading, and maintaining a skilled team of all delivery resources for an account on a daily basis.
16. Plan training batches to backfill client deliveries during crucial periods.
17. Ensure retention by offering relevant trainings and certifications of all allocated resources.
18. Ensure Process Excellence.
19. Partner with the assigned black belt for the account on a regular basis to get feedback on account performance.
20. Prioritize and drive initiatives for continuous improvement to improve top-line revenue and bottom-line margins.
21. Present the business case for such initiatives to the clients to get their buy-in if required.
22. Drive and implement structured cadence around quality, both process and transactional.
23. 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:

1. Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.
2. Regularly monitor and report on financial health of the account and remedies any financial misses or anomalies.
3. 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.
4. Recognize business needs and determine if our portfolio offering may be an appropriate solution.
5. Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts.
6. Serve as the primary relationship owner for an assigned group of top-tier client accounts with responsibility for retention and growth.
7. Prepare implementation plans and ensure efficient client onboarding; present content strategy and annual delivery plan.
8. Partner with the process excellence team to incorporate and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation, etc.
9. Set direction for the team, track progress against targets through regular cadence calls, and course correct as required.
10. Partner with the WFM, Hiring & HR team to ensure optimal resource allocation and maintenance of a ready skilled team of resources to avoid leakages and revenue loss.

Develop, Manage, and Leverage Relationships in Account to Build Customer Centricity:

1. Identify key stakeholders/decision makers in client organization and develop and strengthen relationships with them.
2. Interact and engage with the client leadership to communicate and update progress against account plan, project delivery, etc.
3. Drive and attend Steering Committee meetings or Client Review meetings to regularly review project dashboards, discuss and resolve escalation points, and course correct as required for high customer satisfaction and better quality of experience.
4. Act as client advocate and work with internal departments to ensure that client needs are understood and satisfied.
5. Liaise between the customer and internal teams.

Drive Delivery Transformation through Automation and Innovation Focus:

1. Create and drive automation charter and related initiatives within account client (wherever applicable).
2. Drive deployment of automation-led solutions and service improvements to deliver value-added services to the clients.
3. Build focus on and drive deployment of next-generation hyper-automation initiatives in coordination with Holmes team to enhance productivity, quality, and speed of delivery.
4. Lead, develop, and drive new ways of working (EOT, Digital, Agile, etc.) and its capabilities within the account to improve quality, delivery speed, and productivity parameters.

Build People Capability to Ensure Operational Excellence and Maintain Superior Customer Service Levels of the Existing Account/Client:

1. Lead capability development initiatives to drive client-specific certifications.
2. Co-create capability enhancement programs with client for front-line staff and supervisory level.
3. Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill, and leadership training.
4. Focus on helping people develop their careers in order to retain people in the account and reduce turnover.

Team Management:

1. Resourcing: Hire adequate and right resources for the team.
2. Talent Management: Ensure adequate onboarding and training for the team members to enhance capability & effectiveness. Build an internal talent pool and ensure their career progression within the organization.

Manage Team Attrition.

Drive Diversity in Leadership Positions:

1. Performance Management: Set goals for the team, conduct timely performance reviews, and provide constructive feedback to own direct reports. Ensure that the Performance Next is followed for the entire team.
2. Employee Satisfaction and Engagement: Lead and drive engagement initiatives for the team. Track team satisfaction scores and identify initiatives to build engagement within the team.