SERVICE DELIVERY MANAGER

Wipro Technologies; Pune District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Wipro Limited in India is seeking a seasoned Service Delivery Manager to oversee IT managed services across multiple towers from Pune. You will act as the primary operational interface among stakeholders, delivery teams, suppliers, and management to ensure SLA compliance and service excellence.

The role emphasizes ownership of service performance, risk management, and continual service improvement, with deep focus on operational efficiency and customer satisfaction.

Qualifications

• Delivery management experience required (8-10 years).

Responsibilities

• Own end-to-end service delivery across multiple support towers.
• Ensure contractual obligations, KPIs, SLAs are consistently achieved.
• Conduct Weekly, Monthly Service Reviews and Quarterly Business Reviews (QBRs).
• Monitor service performance and drive corrective actions for SLA deviations.
• Manage service risks, escalations, and customer concerns proactively.
• Act as the primary operational point of contact for stakeholders.

Skills

Delivery Management

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

The Service Delivery Manager is responsible for ensuring the successful delivery of IT managed services. The role acts as the primary operational interface between stakeholders, delivery teams, suppliers, and management, ensuring SLA compliance, service excellence, customer satisfaction, operational efficiency, and continuous improvement.

Key Responsibilities

• Own end-to-end service delivery across multiple support towers.
• Ensure contractual obligations, KPIs, SLAs are consistently achieved.
• Conduct Weekly, Monthly Service Reviews and Quarterly Business Reviews (QBRs).
• Monitor service performance and drive corrective actions for SLA deviations.
• Manage service risks, escalations, and customer concerns proactively.
• Act as the primary operational point of contact for stakeholders.
• Build trusted relationships with customer leadership teams.
• Present operational performance, service improvements, risks, and strategic initiatives.
• Ensure alignment between customer expectations and delivery outcomes.
• Review service health, backlog trends, ageing tickets, major incidents, and recurring issues.
• Ensure smooth coordination across Service Desk, Workplace, Infrastructure, SAP, Cloud, Security, and Application teams.
• Coordinate supplier and vendor performance management activities.
• Lead Continual Service Improvement (CSI) initiatives.
• Drive automation, standardisation, and operational optimisation programmes.
• Identify cost‑saving opportunities and productivity improvements.
• Support budget management and resource planning.
• Track productivity gains and cost optimisation initiatives.
• Support contract governance, SOW management, and service expansion opportunities.
• Lead cross‑functional delivery teams.
• Drive employee engagement, skill development, succession planning, and performance management.
• Foster a customer‑centric and service‑oriented culture.

Mandatory Skills: Delivery Management.Experience: 8-10 Years.Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.