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Account Delivery Head

5 months ago

Abu Dhabi, United Arab Emirates Wipro Limited Full time

Overview:
**Role Purpose**
- The purpose of the role is to drive and improve deliveryfor mega-gamma/ key growth accounts by providing innovative solutionsthrough automation and next generation technologies, ensuring righttalent supply chain to enhance customer satisfaction and lead organicgrowth._

**Do**
- **
Delivery Management**
- _ Ensure seamless delivery of projects in a Mega - Gamma/Key Growth Account _
- Drive and deploy account/ project delivery structure by evaluatingthe budget, costs, risks and staffing requirement
- Ensure 100% compliance to Project SLA’s, information securityprotocols etc (all customer’s contractual obligations)
- Monitor and take appropriate actions on internal and external auditfindings to ensure no major non-compliance/ deviation from the SLA
- Ensure adherence to program/ project charter in terms of schedule,quality, efforts and cost
- Drive account health across projects by conducting periodic cadencewith the quality team to take proactive measures to resolves issues/possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) toensure 100% fulfillment as per the account/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA teamto ensure adherence to Quality Assurance standards and processes
- Collaborate and influence internal key stakeholders to ensurefulfillment, technology support and flawless delivery of projects
- _
Client Relationship Management_
- Engage with client to opportunities to deploy multiple solutionswithin/ across SLs to create a stronger value proposition for clientsand enhance share of business
- Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with clientmanagement/engagement managers to understand customer’s currentand future needs and seek feedback to improve delivery methodology/timelines/ resource allocation
- Identify and close early warnings on a project to avoid any customerescalations
- Plan and conduct Quarterly Business Reviews (QBR) with the clientmanagement/ leadership team to drive improvement actions and mine for anew portfolio/ opportunity within the account
- Design, monitor and share account performance dashboards/ reportswith the clients periodically
- Drive delivery transformation with client engagement managers toadapt to new delivery models and instill new ways of working in customerorganization
- Share Wipro’s capability and initiatives that may support/fulfill customer’s needs
- _
Delivery governance across the accounts/ projects_
- Review MIS and reports to monitor and track overall project/ accountdelivery management
- Conduct periodic reviews with the team (DM’s/PM’s) onoperational, quality and fulfillment parameters and new idea generation& its implementation on existing projects
- Resolve project escalations, potential risks or early warning signson project delivery to eliminate any revenue leakage
- Review and monitor revenue allocations/ realization to avoid OBrevenue leakage
- 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
- **
Enable revenue growth of an account within a vertical**
- _ Identify opportunities for deployment of new technology, growthsolutions and services in the account by bringing SL practices/ othercapabilities for client solutioning _
- _Engage with existing customers to identify new businessopportunities and increase the existing portfolio for an account byproviding relevant solutions in order to increase delivery drivenrevenue _
- _Support pre-sales team to create and propose relevant solutionsto the customer requirements/ request for proposals for a project in anaccount_
- _ Support sales team with acquisition and traction of new deals byunderstanding the customer needs thereby ensuring higher conversion rate_
- **
Operational Excellence**
- _ Automation Focus_
- Drive automation charter and related initiatives in an account
- Develop, drive and deploy automation led solutions and serviceimprovements to deliver value added services to the customers therebydriving customer’s business forward
- Deploy next generation hyper automation and crowdsourcinginitiatives in coordination with Holmes RO team to enhance productivity,quality and speed of delivery
- _
Innovation Focus_
- Deploy new ways of working (Agile, DevOps etc) on the projects toimprove quality, delivery speed and productivity parameters
- Drive value adds and BVMs; showcase them to customer in MRM &QBR to drive growth
- Plan for periodic idea campaign at account level and share the topideas with customer during MRM / QBR
- _
Drive and deploy Knowledge Management across the account_
- Contribute in internal knowledge sharing initiatives at Wipro bydriving internal training sessions, best practices, learnings, valueadds and BVMs and d