Delivery Manager

Retail

Saudi Arabia 🇸🇦

June 13, 2024

Full Time

Job Description

Role Purpose The purpose of the role is to manage delivery within an accountby driving various projects, operations and delivery governance,ensuring right talent supply chain to optimize customer satisfaction andcost of delivery Do<ul><li>Delivery Management</li><ul><li>Ensure seamless delivery of projects in an account </li><ul><li>Interact with presales team during RFP stage/ inception of theproject to ensure right solution is proposed to the customer</li><li>Drive and deploy account/ project delivery structure by evaluatingthe budget, costs, risks and staffing requirement</li><li>Ensure 100% adherence to Program and Project charter in terms ofschedule, quality, efforts and costs</li><li>Ensure 100% compliance to Project SLA’s, information securityprotocols and etc (all customer’s contractual obligations)</li><li>Monitor and take appropriate actions on internal and external auditfindings to ensure no major non-compliance/ deviation from the SLA</li><li>Drive account health across projects by adhering to program andproject management norms on all key performance metrics</li><li>Conduct periodic cadence with the quality team to take proactivemeasures to resolves issues/ possible escalations</li><li>Conducts periodic cadence with Workforce Management Group (WMG) toensure 100% fulfillment as per the program/ project requirement</li><li>Regularly audit quality (QA) status of delivery and engage QA teamto ensure adherence to Quality Assurance standards and processes</li><li>Minimize process exceptions and deviations (schedule, cost) from theactual project plan</li><li>Maintain Program and Project structure in Confluence & SAP inline with prevailing business requirements and norms</li><li>Ensure expected ramp down (ERD) compliance as committed in MSA</li></ul></ul><ul><li>Client Relationship Management</li><ul><li>Engage with client to deploy multiple solutions within/ across SLsto creates a stronger value proposition for clients and enhance share ofbusiness</li><li>Conduct regular customer connects (meetings/ visits/ video-conference) to understand customer’s current & future needsand seek feedback to improve delivery methodology/ timelines/ resourceallocation</li><li>Identify and close early warnings on a project to avoid any customerescalations</li><li>Plan and participate in Quarterly Business Reviews (QBR) along withAccount Delivery Head (ADH) with the client management/ leadership teamto drive improvement actions and mine for a new portfolio/ opportunitywithin the account</li><li>Identify and nurture champions within client organization throughfrequent connects and delivery excellence to maintain long-termrelationship</li></ul></ul><ul><li>Delivery governance across the program/ projects</li><ul><li>Review MIS and reports to monitor and track overall project/ accountdelivery management, diving deep into problem accounts/projects withrelevant PgMs, PMs</li><li>Conduct periodic reviews with the team (PgMs, PMs) on operational,quality and fulfillment parameters and new idea generation & itsimplementation on existing projects</li><li>Identify and resolve potential risks or early warning signs onproject delivery to drive for ZERO surprise escalations and eliminateany revenue leakage</li><li>Resolve project escalations that happen in an expedited fashionensuring root cause identification and permanent closure</li><li>Mentor and groom PgMs/ PMs on client and account managementleadership to enable more hands-off delegation</li><li>Review and monitor revenue allocations/ realization to avoid OBrevenue leakage</li><li>Provide inputs to delivery leadership team on overall deliveryperformance parameters (project heath, utilization, realization etc) atan account level during reviews highlighting any critical projectescalations and potential risks</li></ul></ul><ul><li>Enable revenue growth of an account within own accounts</li><ul><li>Support pre-sales team to create and propose relevant solutionsto the customer requirements/ request for proposals for a project in anaccount</li><li>Support sales team with acquisition and traction of new deals byunderstanding the customer needs thereby ensuring higher conversion rate</li><li>Gather information from PgMs, PMs and sales to identifyopportunities for deployment of new technology, growth solutions andservices in the accounts by bringing SL practices/ other capabilitiesfor client solutioning </li><li>Monitor and Track accounting activities to ensure timely billingconsolidation, invoicing and reconciliation activities to ensure cleanand orderly book-keeping </li></ul></ul></ul><ul><li>Operational Excellence within own accounts </li><ul><li>Automation Focus</li><ul><li>Identify automation opportunities and drive value adds across theprogram/ projects</li><li>Deploy next generation hyper automation and crowdsourcinginitiatives in coordination with Holmes RO team to enhance productivity,quality and speed of delivery</li></ul></ul></ul><ul><li>Innovation Focus</li><ul><li>Brainstorm with the team to identify improvement opportunities andinitiatives to further improve quality, delivery speed and productivityparameters</li><li>Drive value adds and BVMs; showcase them to customer in MRM &QBR to drive growth</li><li>Plan for periodic idea campaign at account level and share the topideas with customer during MRM / QBR</li></ul></ul><ul><li>Drive and deploy Knowledge Management across the accounts</li><ul><li>Contribute in internal knowledge sharing initiatives at Wipro bydriving internal training sessions, best practices, learnings, valueadds and BVMs and deploys best practices in various projects within ownaccount</li><li>Deploy the Wipro’s knowledge management portal across theaccount and monitor & track trainings</li></ul></ul><ul><li>Capability Development and Talent Pipeline Creation</li><ul><li>Demand forecasting in line with business requirements </li><ul><li>Spearhead quarterly demand forecasting and resource planning alignedto requirements of the account/ projects</li><li>Create and deploy a workplan to fulfil the required demand from allthe talent channels including external (lateral, contractors etc) hiringin coordination with WMG/ CWMG and Talent Acquisition team</li><li>Anticipate new skills/ upcoming technologies required to deliver theproject and ensure the team is trained or right talent is inducted intothe project as per the skill requirements</li></ul></ul><ul><li>Drive 100% compliance on trainings and upskilling requirements</li><ul><li>Prioritize and identify essential and upcoming technical skillsrequired across programs/ projects to facilitate and drive right supplychain</li><li>Identify and deploy multi-skilling upgradation model along withworkforce transformation team</li><li>Drive towards 100% mandatory training compliance for the targetpopulation within an account</li><li>Plan and drive rotations for seed positions and ensure replacementplan to be arrived ahead of rotations</li><li>Quarterly connect with critical talent to understand theiraspirations and create their learning maps along with project managersand HRBP</li></ul></ul></ul><ul><li>Fresher engagement program</li><ul><li>Ensure a stable arrangement and assimilation of rookie withinaccounts in coordination with competency group team (classroomtrainings/ e-learning, certifications, on the job training etc)</li></ul><li>Team Management</li><ul><li>Resourcing</li><ul><li>Hire adequate and right resources for the team</li></ul><li>Talent Management</li><ul><li>Ensure adequate onboarding and training for the team members toenhance capability & effectiveness</li><li>Build an internal talent pool and ensure their career progressionwithin the organization</li><li>Manage team attrition</li><li>Drive diversity in leadership positions</li></ul></ul></ul><ul><li>Performance Management</li><ul><li>Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports</li><li>Ensure that the Performance Nxt is followed for the entire team</li></ul><li>Employee Satisfaction and Engagement</li><ul><li>Lead and drive engagement initiatives for the team</li><li>Track team satisfaction scores and identify initiatives to buildengagement within the team </li></ul></ul>Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal ADH Delivery strategy and governance Global Client Partner, Client Partner Support sales in solutioning and project delivery estimation Holmes RO Automation initiatives within an account BU Quality Team/ Central Quality Team To deploy central quality policy and framework Legal and Compliance For contract management CWMG, WMG For fulfilment and demand forecasting Talent Transformation Team, Competency Group To deliver specific trainings, certification programmes GIMS For visa processing/ stamping Internal audit team Audit of various accounts as per compliance Workforce transformation team For multi-skilling of identified resources Pre-sales team For solutioning for an RFP/ client requirement HRBP To drive HR engagement activities and resolve people relatedissues Finance team (BU/ SL) For COD calculation, payment/ invoice management Procurement team For contract management (MSA and SOW) External Customers To drive business growth and relationship management Vendors/ Partners/ OEM’s/ Contract Manufacturers For resourcing/ contracting, trainings, technology platforms,equipments etc Display Lists the competencies required to perform this role effectively:<ul><li>Functional Competencies/ Skill</li><ul><li>Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITindustry – Competent</li><li>Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment – Competent</li><li>Leveraging Technology – Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function/ Client organization – Expert</li><li>Program Management – Execute projects with end-outcome andprocess focus, along with understanding of delivery processes and itsgovernance – Competent</li><li>Solution Focus – Apply design thinking to bring about new andnovel solutions or changes in processes, products or the way business isconducted – Expert </li></ul></ul> Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. Expert Applies the competency in all situations and is serves as a guide toothers as well. Master Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization. <ul><li>Behavioral Competencies </li><ul><li>Client centricity</li><li>Problem solving and decision making</li><li>Execution excellence and passion for results</li><li>Change agility</li><li>Passion for results</li><li>Nurturing people</li><li>Executive presence</li><li>Collaborative working </li></ul></ul>Deliver No. Performance Parameter Measure Delivery Management – Client satisfaction PCSAT and ACSAT score, Brand score, no. of customer references, SDR/QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalationfrom the customer Delivery Management – operational efficiency Contractual adherence %, Quality index, Utilization %, cost ofdelivery target, overdue indent, 100% SLA compliance, PEI % target, 100%usage of click to bill, % SAP loss for T&M projects Delivery Management – Financials Revenue target achievement, Operating margin %, leakage from OB torevenue, revenue per employee, CR realization target, process exceptionsto be minimized, bench cost % of total cost, underrun % target for FPPprojects, effort saving through NG-1, NG-2 initiatives Capability Building % attrition, critical talent attrition%, % trained on new age skills,% of team trained in necessary behavioural skills, diversity ratio, %localization targets by market, billable rookie ratio, rookie/NJNBassimilation TATs, offshore mix Team Management Team attrition %, Employee satisfaction score Delivery Management

Delivery Manager

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