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Functional
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1900002083 Requisition #
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As a Service Delivery Manager, you are responsible to manage Application Support service with the objective of delivering them as per agreed SLA, cost and quality parameters. You may be handling a span of 80-150 FTEs. In this role, you will be required to have the knowledge and expertise of:

Delivery Management 
  • ITIL process practitioner
  • Incident and service availability management
  • Problem Management and continuous improvement 
  • Platform stability and resilience activities 
  • Senior Stakeholder management – business and IT
  • Reporting and governance on agreed KPIs 
  • Project to support handover process. 
  • Change Management
Finance & Operations
  • Bill & Invoices in a timely manner
  • Ensure payout of bonus/penalty from/to the customers 
  • Systemic approvals for travels, project structure creations
  • Manage resource fulfilment & staffing 
  • Employee Rotations
  • Compliance to Wipro processes
People Management
  • Ensure improvement in E-Sat and reduction in attrition
  • Engaging with employees across all levels in the team
  • Build a harmonious and energized work culture
  • Settle employee issues, interpersonal conflicts in a fair manner
  • Plan team development and capability building interventions to ensure team is able to deliver value to the client
  • Drive employee lifecycle processes such as Inductions, MSI, Progressions, Separations and other HR interventions as required
Solutioning & Growth
  • Scope new opportunities within the account proactively
  • Align with the client partner - to build winning solutions and delivery proposals (through Agile etc) - proactive & reactive
Customer Management
  • Understand how the delivered projects can help the customer produce results
  • Build strong relationships with all key stakeholders in the customer's IT organization
Certifications and educational qualifications:
  • Delivery Manager Assessments - applicable
Knowledge:
  • Technical Knowledge / Domain Knowledge as required
  • Knowledge of Estimation techniques
  • Knowledge of Quality parameters
  • Knowledge of systems & processes for Delivery Management
  • Awareness of MSA contract clauses, regulatory points, commercial nuances
  • Understands elements of different project types (eg: Time & Material, Fixed Price) – nice to Have 
Work Experience:
  • Executed projects with different Software Development Life Cycles (SDLC), engagement levels
  • Successfully managed delivery parameters 
  • Experience in managing a team size of 100+ team members
  • Delivered successful projects without cost or effort overruns
  • Should have been in a client facing role
  • Total experience of 15+ years, with 2+ years as a Service Delivery role at Onsite or equivalent.
Skills:
  • Client Centricity
  • Execution Excellence
  • Collaborative Working
  • Nurturing People
  • Passion for Results
  • Strategic Perspective
  • Stakeholder Management
  • Managing Complexity
  • Problem Solving & Decision Making

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