Mission: Delight our clients- exceed their expectations; meet all aspects of our delivery and service agreements; drive growth and capability for our clients and within the organization; act at all times in alignment with the spirit of Wipro.

Scope, accountabilities, and outcomes:

Scope:

• • Leadership of a large (metal or aspiring metal) client

$50M+ revenue per annum

700+ Client based team members

• • Including multiple service lines, ongoing programs/projects, and pipeline deals (renewals and/or new business)

  • Delivered by cross functional, matrixed teams and partners

8+ direct or indirect reports

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Accountabilities:

• Develop and nurture strong customer relationships to become a trusted advisor at key levels of their organization (CxO / CxO-1)
  • Partner with GAE to anchor account touchpoints and QBR’s
  • Elevate and continuously improve customer experience, measured via CSAT surveys and interviews, with structured close-the-loop plans, service improvement initiatives, and documented actions
  • Track delivery escalation(s) and drive rapid resolution; support the root cause analysis fact finding, and ensure measures are implemented to prevent recurrence
• Ensure that our service delivery exceeds expectations
  • Facilitate customer account planning that drives growth and innovation
  • Ensure that all contracted deliverables are met in a timely and qualitative manner
  • Provide delivery leadership for the account and enable delivery management/support to Delivery Managers from Service Lines
  • Bring service lines together to provide a ‘one Wipro’ experience
  • Support DMU creation, effort approval, invoicing and other operational activities
• Drive delivery-led-growth

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• • Identify account growth and expansion opportunities, position Wipro’s capabilities, work with customers to increase Wipro’s footprint through cross sell and upsell motions

• Support program governance to:

  • Ensure ‘Bid to Did’ success- bookings to revenue realization and adherence to sold margins

  • Ensure an appropriate level of solution assurance from technical, financial and commercial perspectives

  • Align accurate forecasting for Revenue, Cost, and Workforce

  • Meet timelines and deliverables; Support the change request process

  • Manage account requirements including audit and compliance

• Collaborate with Service Delivery and Practice leaders to engage and retain top talent

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Outcomes:

• Key KPIs/Measures:

  • Financial targets for Revenue, Cost/Margins, Cashflow

  • Workforce planning, execution and KPIs: Rotations, NGSs, and correct levelling in alignment with resource plans

  • Customer Satisfaction scores

  • Employee engagement survey scores

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Preferred Skills & Experience:

• Must-have skills include:

  • Ability to lead teams via influence, as well as directly in a highly matrixed environment

  • Research and analyse operational data, draw informed conclusion, drive decisions, implement solutions

  • Negotiate constructive and innovative outcomes to difficult problems

  • Engage and motivate teams, keeping focus on the customer and outcomes

  • CXO and Board level presentation skills (preparation, delivery and follow through)

• Key traits:

  • Bias towards action, ownership, and accountability

  • Ambition to make a positive difference

• Breadth and depth of experience in areas such as:

  • Customer success (delivery, financial management, sales growth)

  • Program and project management

  • Continuous improvement methodologies such as lean, design thinking, and scaled agile

• Other stuff:

  • Willing to travel

  • Business fluent in English

  • Visible customer presence and engagement with peers and stakeholders

  • Ability to deliver difficult news and persuade colleagues