Role Purpose

The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery

Delivery Management
1. Ensure seamless delivery of the projects
  1. Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement
  2. Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs

Ensure 100% compliance to Project SLA’s, information security protocols and etc (all customer’s contractual obligations)

Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics
Drive various project related audits like quality, customer, ISO etc and ensure zero non-compliance

Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement

Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms
Ensure expected ramp down (ERD) compliance as committed in MSA

Client Relationship Management
1. Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients
2. Conduct regular customer connects (meetings/ visits/ video- conference) and participate in Management Review Meetings (MRM) with client management/engagement managers to understand customer’s current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation

Identify and close early warnings on a project to avoid any customer escalations

Plan and conduct Quarterly Business Reviews (QBR) along with DM’s/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
Design and monitor project performance dashboards/ reports with the clients periodically

Delivery governance across the project
1. Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project
2. Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects

Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage

Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan
Review and monitor revenue allocations/ realization to avoid OB revenue leakage
Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at project/ program level during reviews highlighting any critical project escalations and potential risks

Operational Excellence
1. Automation Focus
  1. Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project
  2. Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery

Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project

Innovation Focus
1. Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters
2. Drive value adds and BVMs; ensure management showcases them to customer in MRM & QBR to drive growth

Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working

Drive and deploy Knowledge Management and sharing
1. Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within own account
2. Deploy the Wipro’s knowledge management portal across the account and monitor & track trainings
Capability Development and Talent Pipeline Creation
1. Demand forecasting in line with business requirements
  1. Anticipate attrition and ensure right talent supply chain to deliver the project
  2. Spearhead quarterly demand forecasting and resource planning aligned to project requirements

Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team

Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements

Drive 100% compliance on trainings and upskilling requirements
1. Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain
2. Drive towards 100% mandatory training compliance for the target population within an account

Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations

Quarterly connect with critical talent to understand their career aspirations and create their learning maps along with project managers and HRBP

Fresher engagement program
1. Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)
Team Management
1. Resourcing
  1. Forecast talent requirements as per the current and future business needs
  2. Hire adequate and right resources for the team
2. Talent Management
  1. Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  2. Build an internal talent pool and ensure their career progression within the organization

Manage team attrition

Drive diversity in leadership positions

Performance Management
1. Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
2. Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
1. Lead and drive engagement initiatives for the team
2. Track team satisfaction scores and identify initiatives to build engagement within the team

Facilitate rewards and recognition to acknowledge the high performers in the team

Stakeholder Interaction

*Stakeholder Type*	*Stakeholder Identification*	*Purpose of Interaction*
*Internal*	DM/ Program Manager	Delivery strategy and governance
Transition team	To ensure smooth project handover to the delivery team
Holmes RO and Tools team	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
Global Talent Acquisition, Global Campus Head	For recruitment and campus hiring
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
HRBP	To drive HR engagement activities and resolve people related issues
Finance team (BU/ SL)	For COD calculation, payment/ invoice management
Procurement team	For contract management (MSA and SOW)
IMG team	To fulfil logistics requirement
FMG team	To fulfil ODC infrastructure/ IT requirements
TSG group	For recovery and containing the escalations
*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:

Functional Competencies/ Skill
- Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the IT industry - Competent
- Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
- Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent
- Program Management - Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance - Expert
- Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted - Competent
- Technical knowledge - knowledge of new upcoming skills in the market as per the future trends and bring in to Wipro for its deployment/ training the team - Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

Behavioral Competencies
- Client centricity
- Problem solving and decision making
- Execution excellence and passion for results
- Change agility
- Passion for results
- Nurturing people
- Executive presence
- Collaborative working

Deliver

*No.*	*Performance Parameter*	*Measure*
1.	Delivery Management - Client satisfaction	PCSAT, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer, adherence to project charter
2.	Delivery Management - operational efficiency	Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance, PEI % target, 100% usage of click to bill, % SAP loss for T&M projects
3.	Delivery Management - Financials	Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, CR realization target, process exceptions to be minimized, bench cost % of total cost, underrun % target for FPP projects, effort saving through NG-1, NG-2 initiatives
5.	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/NJNB assimilation TATs, offshore mix
6.	Team Management	Team attrition %, Employee satisfaction score

Program Management