Delivery Assurance Director - L1

Company: Wipro Technologies
Location: Minneapolis
Posted on: February 1, 2025

Job Description:

Search by 'Skills' or 'Keywords' or 'Requisition ID'Search by CountrySelect how often (in days) to receive an alert:Work with usTitle: Delivery Assurance Director - L1Requisition ID: 28626City: MinneapolisCountry/Region: USWipro 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 DescriptionRole PurposeThe purpose of this role is to facilitate the successful delivery of critical projects within the organization by mitigating all the business, operational, contractual, technology and people risks before the start of the project delivery to ensure optimal client engagement and achievable business objectives.Responsibilities

• Create and implement the Delivery Assurance framework for a BU/ SL
  • Develop, review and execute the Delivery Assurance (DA) Governance and Compliance framework
    • Establish DA strategic roadmap and guidelines including performance parameters for the team to mitigate all possible issues, business risks to enable delivery to client as per the framework.
    • Incorporate a multi-dimensional view of the deals across risk management, talent, operational performance etc.
    • Establish framework around governance and escalation management by establishing review cadence and creating Escalation Matrix.
    • Drive capability within the team through product and process training of the relevant delivery teams.
    • Aligning and reviewing the project/ program management plan with compliance to enable terms of delivery/ execution
      • Understand the operational challenges that are bounded with the product and the way it is sold to clients and customers.
      • Define & tighten the scope of delivery with the client in the agreement to uphold the revenue & reputation of Wipro.
      • Review the contract deeply to ensure zero financial leakage and 100% risk coverage.
      • Mitigate the risk beforehand the solution is delivered to clients to maintain trust in the relationship.
      • Manage escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
      • Analyze the requirements and scope of the project that is needed to be delivered and ensure reduction in escalations in volumes and are resolved with agreed upon terms and timeline.
      • Provide Technical Solution which enables root cause analysis and analyzes system performance, along with highlighting solutions in low areas and work alongside to create performance management plan.
      • Evaluate the deliverables to understand what is in scope and what is out of scope to ensure service deliverables are in accordance with the contract.
      • Carefully validate MSA terms including all the relevant and priority conditions including termination, penalty, milestones and its impact.
      • Ensure compliance with both Corporate and Clients Escalation Policies.
      • Define the right boundaries, to create consistency in both the asked requirements and the delivery solutions.
      • Understand the legal terms in technical aspects to bridge contractual gaps in contracts.
      • Ensure that technically & techno-commercially all gaps are closed.
      • Track and monitor penalty and rewards metrics to assess health of delivery and raise alerts to improve in cases where it's trending below target.
      • Support the overall delivery assurance in sync with the pre-sales/sales teams
        • Review, validate technical solutions defined during the pre-sales/solution definition phase of the engagement by providing recommendations for refining the same & ensure that it meets customer's business needs.
        • Assess problems that get reported, define recovery plan, monitor its implementation and stakeholder communication & ensure that the project/program is back on the right track.
        • Ensure that the projects Start Green w.r.t. people, certifications, background checks, contracts etc.
        • Assist the Technical Manager in day to day management of the company's Quality Management Systems and technical support activities manufacturing site and SME sales team.
        • Draft, evaluate, negotiate, validate and execute contracts from delivery compliance & assurance lens between Wipro & its clients by understanding the SoW with the client.
        • Provide feedback to the pre-sales and delivery team wherever to mitigate risk with respect to all contractual clauses.
        • Periodic cadence with the sales, pre-sales and delivery team to ensure the contract is aligned to project deliverables and is 100% secure before the contract is signed officially.Performance Parameters
          • Delivery Assurance count of met /not met against client defined goals, customer Escalations Closure, CSAT/ ACSAT/NPS.
          • Margin Improvement - Defined/agreed x% improvement, if trending below target & QoQ improvement of 1% for accounts meeting targets, penalty payments made.
          • Productivity Improvement - Realization, Shrinkages; Solution to deployment variation - % variation of execution deviation.
          • Capability Building & Team Management - % trained on new age skills, Team attrition %, Employee satisfaction score (ESAT).Expected annual pay for this role ranges from $125,000 to $277,000. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.Applications from people with disabilities are explicitly welcome.If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.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.
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