Service Delivery Lead L4

Wipro; Bengaluru; On-site; INR 1,600,000 - 2,000,000; Full time

Job summary

A leading technology firm is seeking a Service Delivery Lead L4 to oversee service delivery and ensure client satisfaction. The successful candidate will manage budgets, resources, and implement process excellence while meeting SLAs. With over 10 years in the field, you will engage with client leadership to nurture relationships and drive growth. This role requires a proactive approach to transformation and automation within client accounts, contributing to continuous improvement and revenue targets.

Qualifications

• 10+ years of experience in similar roles.
• Proven track record in managing service delivery and client relationships.
• Ability to drive continuous improvement initiatives.

Responsibilities

• Oversee and manage service delivery by meeting all contractual / SLA commitments.
• Ensure effective transition from the client with clear process understanding.
• Partner with black belt for regular feedback on account performance.
• Meet revenue targets and monitor financial health of the account.
• Engage with client leadership and drive client review meetings.
• Drive automation initiatives within the account.

Skills

Project management

Budget management

Resource allocation

Customer service delivery

Excellent communication skills

Job description

Join to apply for the Service Delivery Lead L4 role at Wipro.

Role Purpose

The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.

Key Responsibilities

• Oversee and manage service delivery by meeting all contractual / SLA commitments
  • Contract compliance & adherence: ensure all SLA parameters are met, review and drive actions on audit findings, monitor and review all projects on delivery parameters to ensure quality delivery as per budget and timelines, incorporate service credits, performance incentives, penalty and penalty waivers in invoices.
• Resource Allocation & Retention
  • Ensure effective transition from the client with clear process understanding and appropriate manpower requirements.
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery.
  • Establish, lead and maintain a skilled team of all delivery resources for an account.
  • Plan training batches and offer certifications to retain resources.
• Process Excellence
  • Partner with black belt for regular feedback on account performance.
  • Prioritize initiatives for continuous improvement to improve revenue and margins.
  • Conduct periodic meetings with clients and delivery teams.
• Revenue & Growth
  • Meet revenue targets, monitor financial health of the account.
  • Identify opportunities for new or adjacent work in assigned account.
  • Serve as primary relationship owner for top tier client accounts with responsibility for retention and growth.
• Relationship Management
  • Identify key stakeholders, engage with client leadership.
  • Drive Steering Committee and Client Review meetings to review dashboards and resolve escalation points.
  • Act as client advocate and liaise between customer and internal teams.
• Delivery Transformation
  • Drive automation charter and initiatives within account.
  • Lead development of new ways of working (EOT, Digital, Agile, etc.).

Experience & Qualifications

• 10+ years of experience.

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