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Program Management
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1900001251 Requisition #
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Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and new ground breaking technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong dedication to sustainability and good corporate citizenship, we have over 160,000 hard-working, respected employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and exciting new future.

Role Description:

The IT Program Director is the single point of accountability for delivery of Infrastructure Outsourcing services for client engagements. Successful candidate will be responsible for building and maintaining the relationship with the client leadership as well as leading the Wipro Delivery Team that provides the following support to the enterprise: End User Services/End User Computing, and Service Now. This role is responsible for the direction of this group, ensuring that it aligns and meets overall IT strategy and business objectives / goals. This role will provide senior level leadership and management in IT Infrastructure and Operations as well as accountability for establishment and maintaining program governance at all levels.

Program Governance / Operations Leadership / Client Satisfaction:
  • Participates and guides in client IT strategy and planning activities, bringing current knowledge and future vision of infrastructure technology, systems and best practices as related to business requirements
  • Provides thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvement
  • Assess the impact of IT industry trends to current and future enterprise infrastructure needs and projects
  • Assures program governance is appropriate for the scale and scope of services for the engagement as well as the quality of deliverables
Operations Management
  • Responsible for overall effectiveness and efficiency of EUS/EUC/SNOW operations to ensure high levels of customer satisfaction
  • Ensures operations are running in accordance with procedures and practices
  • Works with the team to manage overall IT day-to-day operations to improve infrastructure costs, performance, and end-user satisfaction
  • Monitors performance of service delivery methods and tools and plans for the necessary refresh and expansion based on needs
  • Assures resolution of high severity outages impacting IT infrastructure
Standards / Policies / Metrics
  • Drives adherence to IT Infrastructure ITIL framework policies and procedures (including: incident, problem, and change management) to ensure standardized methods and procedures are used for efficient and prompt management of services
  • Manages delivery of infrastructure services shared across the client enterprise
  • Establishes key metrics and performance indicators to measure service levels
  • Manages key service providers to service levels and performance on provided services
  • Assures Service Delivery is in compliance with local and country regulations
Administration and Leadership
  • Provides strategic direction, coaches, develops, and mentors team members within and outside their organization
  • Establishes objectives and goals across Infrastructure and Operations organization
  • Facilitates collaboration across Information Technology towers and key client leaders.
  • Supports, communicates, and takes personal ownership of strategy and success criteria
  • Actively solicits opinion and perspective from all levels and peers
  • Challenge status quo
  • Drives culture of innovation
  • Demonstrates the capacity to manage changing priorities and ambiguity
  • Maintains direction and focus through proactive planning and organized approaches
  • Drives Service Delivery Excellence
  • Partner with Customers and Peers
  • Dedicated to meeting expectations and requirements for both internal / external customers
  • Establishes clear direction and set stretch objectives
  • Listen and Communicate Openly
  • Build an inclusive Culture
  • Create Collaborative Relationships/Teamwork (incl. service providers)
  • Attract, Coach and Develop Others
  • Provides strategic direction, coaches, develops, and mentors team members within and outside their organization
  • Establishes objectives and goals across Infrastructure and Operations organization
  • Facilitates collaboration across Information Technology towers and key client leaders.
  • Supports, communicates, and takes personal ownership of strategy and success criteria
  • Actively solicits opinion and perspective from all levels and peers
  • Challenge status quo
  • Drives culture of innovation
  • Demonstrates the capacity to manage changing priorities and ambiguity
  • Maintains direction and focus through proactive planning and organized approaches
  • Drives Service Delivery Excellence
  • Partner with Customers and Peers
  • Dedicated to meeting expectations and requirements for both internal / external customers
  • Establishes clear direction and set stretch objectives
  • Listen and Communicate Openly
  • Build an inclusive Culture
  • Create Collaborative Relationships/Teamwork (incl. service providers)
  • Attract, Coach and Develop Others
  • Dedicated to meeting expectations and requirements for both internal / external customers
  • Establishes clear direction and set stretch objectives
  • Listen and Communicate Openly
  • Build an inclusive Culture
  • Create Collaborative Relationships/Teamwork (incl. service providers)
  • Attract, Coach and Develop Others
Desired skill and experience
  • Bachelor’s Degree in Information Technology, Computer Science or related field required. Master’s Degree preferred.
  • 20+ years of experience in Infrastructure & Operations and / or Information Systems Leadership experience, or an equivalent combination of education and experience.
  • 10+ years of experience managing multiple, medium to large, cross-functional teams or projects
  • 15+ years supervisory experience required
  • 5+ years’ Experience in Service Desk Operations in a global multi-language environment
  • Big Four Experience desired
  • End User Computing Technologies, specifically FixOmatic™
  • Solid understanding of Security Technologies such as HIDS, NIDS, and Vulnerability Management
  • 10 years’ Experience managing global scale, distributed organizations.
  • 7 years’ Experience managing third party service providers.
  • Prior experience interfacing with all levels of senior management
  • Experience with IT best practices (e.g. ITIL)
  • Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.
  • Articulate and persuasive oral and written communications skills.
  • Experience managing IT budgets.
  • Open to travel as per business requirements
Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law

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