Account Delivery Head; Adh L3

Account Delivery Head (ADH) L3

Role Purpose

The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth.

Do Delivery Management

Ensure seamless delivery of projects in a Mega – Gamma/ Key Growth Account

Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement

Ensure 100% compliance to Project SLA's, information security protocols 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

Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost

Drive account health across projects by conducting 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 account/ project requirement

Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes

Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects

Client Relationship Management

Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business

Conduct regular customer connects (meetings/ visits/ video-conference) and 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 (Q ) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account

Design, monitor and share account performance dashboards/ reports with the clients periodically

Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization

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/ account delivery management

Conduct periodic reviews with the team (DM's/PM's) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects

Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

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 an account level during reviews highlighting any critical project escalations and potential risks

Enable revenue growth of an account within a vertical

Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning

Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue

Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account

Support sales team with acquisition and traction of new deals by understanding 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 service improvements to deliver value added services to the customers thereby driving customer's…