AVP - Service Delivery Leader - Healthcare Accounts

Job DescriptionJob Title: AVP - Service Delivery Leader - Healthcare AccountsReq Id: 78731City: CebuState/Province: Cebu StatePosting Start Date: 8/2/25Wipro 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 Job Description:Job DescriptionRole PurposeThe purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.͏DoOversee and manage service delivery by meeting all contractual/ SLA commitmentsContract compliance & adherenceEnsure all SLA parameters are met in the accountReview and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are citedMonitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelinesEnsure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoicesDelivery governance across the accounts/projectsLead delivery teams to understand customer goals and key performance metrics and their thresholds for each projectEnsure that the project performance parameters stay green for all accountsMonitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flagsParticipate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadershipEnsure regular invoicing as per the contract terms and condition and performanceTechnical and/or Operational Issue ResolutionManage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakageActs as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basisActs as point of escalation for issues not resolvable by the service lines.Escalate issues with financial implication on the account to Account Head and other senior stakeholdersActs as an advisor to service line managers to meet schedules or resolve technical or operational problems͏Resource Allocation & RetentionEnsure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake deliveryReview and monitor resource planning and fulfillment in line with account requirements and costs of deliveryResponsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basisPlan training batches to backfill client deliveries during crucial periodsEnsure retention by offering relevant trainings and certifications of all allocated resourcesEnsure Process ExcellencePartner with the assigned black belt for the account on regular basis to get feedback on account performancePrioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line marginsPresent the business case for such initiatives to the clients to get their buy-in if requiredDrive and implement structured cadence around quality, both process and transactional.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 by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned accountEnsure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.Regularly monitors and reports on financial health of the account and remedies any financial misses or anomaliesContribute 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/clientRecognizes business needs and determines if our portfolio offering may be an appropriate solutionQualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accountsServe as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growthPrepare implementation plans and ensure efficient client on-boarding; present content strategy and annual delivery planPartner with the process excellence team to incorporate and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation etc.Set direction for the team, track progress against targets through regular cadence calls and course correct as requiredPartner 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 loss͏Develop, manage and leverage relationships in account to build customer centricityIdentify key stakeholders/ decision makers in client organization and develop and strengthen relationships with themInteract and engage with the client leadership to communicate and update progress against account plan, project delivery etc.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 experienceAct as client advocate and work with internal departments to ensure that client needs are understood and satisfiedLiaise between the customer and internal teamsDrive Delivery Transformation through automation and innovation focusCreate and drive automation charter and related initiatives within account client (wherever applicable)Drive deployment of automation led solutions and service improvements to deliver value added services to the clientsBuild focus on and drive deployment of next generation hyper automation initiatives in coordination with Holmes team to enhance productivity, quality and speed of deliveryLead, develop and drive new ways of working (EOT, Digital, Agile etc.) and its capabilities within the account to improve quality, delivery speed and productivity parametersMandatory Skills: Provider Inbound .Experience: >10 YEARS .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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.