Delivery Assurance Manager

Job Description

Role Purpose The purpose of this role is to facilitate the successful deliveryof critical projects within the organization by mitigating all thebusiness, operational, contractual, technology and people risks beforethe start of the project delivery to ensure optimal client engagementand achievable business objectives Do Create and implement the Delivery Assurance framework for aBU/ SL Develop, review and execute the Delivery Assurance (DA)Governance and Compliance framework Establish DA strategic roadmap and guidelines including performanceparameters for the team to mitigate all possible issues, business risksto enable delivery to client as per the framework Incorporate a multi-dimensional view of the deals across riskmanagement, talent, operational performance etc. Establish framework around governance and escalation management byestablishing review cadence and creating Escalation Matrix Drive capability within the team through product and processtraining of the relevant delivery teams Aligning and reviewing the project/ program management planwith compliance to enable terms of delivery/ execution Understand the operational challenges that are bounded with theproduct and the way it is sold to clients and customers Define & tighten the scope of delivery with the client inthe agreement to upkeep the revenue & reputation of Wipro Review the contract deeply to ensure zero financial leakage and100% risk coverage Try to mitigate the risk beforehand the solution is delivered toclients to keep the relationship trusts Manage escalations and coordinate resolution efforts with keystakeholders (internal and external) by working cross-functionally toensure issue ownership, action items, and communications are fulfilled Analyze the requirements and scope of the project that is neededto be delivered and ensure reduction in escalations in volumes and areresolves with agreed upon terms and timeline Provide Technical Solution which enables root cause and analyzessystem performance, along with highlighting solutions in low areas andwork alongside to create performance management plan Evaluate the deliverables to understand what is in scope andwhat is out the scope to ensure service deliverables are in accordancewith contract Carefully validate MSA terms including all the relevant andpriority conditions including termination, penalty, milestones and itsimpact Ensure compliance with both Corporate and Clients EscalationPolicies Define the right boundaries, to create consistency in both theasked requirements and the delivery solutions Understand the legal terms in technical aspects to bridgecontractual gaps in contracts Ensure that technically & techno-commercially all gaps areclosed Track and monitor penalty and rewards metrics to assess healthof delivery and raise alerts to improve in cases where it strending below target Support the overall delivery assurance in sync with the pre-sales/sales teams Review, validate technical solutions defined during the pre-sales/solution definition phase of the engagement by providingrecommendations for refining the same & ensure that it meetscustomers business needs Assess problems that get reported, defines recovery plan,monitor its implementation and stakeholder communication & ensurethat the project/program is back on the right track Ensuring that the projects Start Green w.r.t. people,certifications, background checks, contracts etc Assist the Technical Manager in day to day management of thecompany s Quality Management Systems and technical supportactivities manufacturing site and SME sales team Draft, evaluate, negotiate, validate and execute contract fromdelivery compliance & assurance lens between Wipro & its clientsby understanding the SoW with the client Provide feedback to the pre-sales and delivery team wherever tomitigate risk with respect to all contractual clauses Periodic cadence with the sales, pre-sales and delivery team toensure the contract is aligned to project deliverables and is 100%secure before the contract is signed officially Enablement and governance of the delivery assuranceoperations in line with Wipro objectives Coordination with the customer & internal stakeholders tounderstand the requirement & vet the contract terms accordingly Provide inputs on the SLA terms, review mechanism, headcount onproject, cost etc so as to provide for a win-win situation Coordinate with Risk Management Team, Operations, QualityAssurance team and relevant stakeholders to support customer reviewsincluding follow ups and corrective actions Assist with regulatory bodies and external vendors/customers asper the requirements Ensuring all solutions comply with legal regulations of theorganization and the clients Execution practices are reviewed & bought in line with theinputs from DA team Ensure that there are no financial leakages before the contractis finally signed & executed between the client & Wipro Team Management Resourcing Forecast talent requirements as per the current and future businessneeds Hire adequate and right resources for the team Train direct reportees to make right recruitment and selectiondecisions Talent Management Ensure 100% compliance to Wipro s standards of adequateonboarding and training for team members to enhance capability &effectiveness Build an internal talent pool of HiPos and ensure their careerprogression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviewsand appraisals, and give constructive feedback to direct reports. In case of performance issues, take necessary action with zerotolerance for will based performance issues Ensure that organizational programs like Performance-Nxt are wellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to buildengagement within the team Proactively challenge the team with larger and enriching projects/initiatives for the organization or team 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 toMSA/ 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 broadeconomic, demographic, technological and global trends in the ITindustry - Expert Systems Thinking Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Expert Leveraging Technology In-depth knowledge of and masteryover technology domain that commands expert authority respect Master Solution Focus - Apply design thinking to bring about new andnovel solutions or changes in processes, products or the way business isconducted - Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well. Expert Applies the competency in all situations and is serves as a guideto others as well Master Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised 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, customerEscalations Closure, CSAT/ ACSAT/NPS Margin Improvement - Defined/agreed x% improvement, if trending belowtarget & 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 satisfactionscore (ESAT),

Keyskills :
new agetalent poolroot causeteam tracksme salescontinuous improvement facilitation