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

1. Scope
   • Leadership of a mid- portfolio (metal or aspiring metal) with multiple clients
     • $30M-50M+ revenue per annum
     • 250+ 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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1. Accountabilities

• Develop and nurture strong customer relationships to become a trusted advisor at key levels of their organization(s) (CxO / CxO-1)
  • Partner with GAEs 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

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• • Support DMU creation, effort approval, invoicing, and other operational activities
• Drive delivery-led-growth
  • 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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1. 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

Preferred Skills and 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)

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• 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