Job Description
Job Title:  DELIVERY OPERATIONS MANAGER L1(CONTRACT)
City:  Cambridge
State/Province:  Massachusetts
Posting Start Date:  3/4/26
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: 

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Role Overview

The Collaboration Service Delivery Operations Manager is a global operations leader within the meeting and production service, accountable for governance, operational readiness, and continuous improvement of enterprise live meetings and events collaboration services. Partnering with regional teams, client teams, vendors, and platform owners, this role ensures consistent execution and customer outcomes across Microsoft Teams, Monday.com, GlobalMeet, and other approved platforms.

This is a people leader role centered on service management (standards, routines, documentation, reporting), tooling and process alignment, KPI and budget visibility, and escalation coordination. The role does not produce events directly; it enables production and support teams to deliver reliably through clear operating standards and cross-functional coordination.

 Key Responsibilities

  • Drive global service delivery operations by standardizing workflows, aligning cross-regional execution, and improving end-to-end performance for live meetings and events services.
  • Run service governance and controls to ensure consistent quality, compliance, and measurable outcomes (cadences, reviews, action tracking).
  • Own service knowledge and documentation (service catalog, SOPs, runbooks, knowledge articles) and ensure it remains current and adopted.
  • Own performance management and insights by defining and reporting KPIs (SLA adherence, cycle time, incident trends, customer experience), ensuring system-of-record accuracy, investigating anomalies, and translating insights into improvements.
  • Lead continuous improvement by capturing feedback, identifying root causes, prioritizing changes, coordinating implementation, and tracking impact.
  • Manage vendor performance through SLA reviews, issue tracking, and service improvement plans.
 

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  • Provide operational platform leadership for approved tools by coordinating adoption, training, testing, and governance; standardize workflows including intake, scheduling, provisioning, access management, integrations coordination, troubleshooting engagement, and reporting.
  • Partner with IT, Security, and platform owners to align operations with compliance, privacy, and enterprise standards; coordinate operational readiness for new capabilities before go-live (monitoring, escalation paths, training, documentation, change routines).
  • Lead cross-functional operational projects by aligning stakeholders on scope, timelines, risks, dependencies, and deliverables.
  • Coordinate high-profile readiness and escalations by confirming coverage plans, communications protocols, incident coordination, and lessons learned tracking.
  • Manage financial governance by tracking spend versus forecast, validating vendor charges against agreements, and escalating variances and cost risks through established controls.
  • Lead and develop the operations and support team, including prioritization, training, coverage planning, performance management, and continuous improvement.
  • Own client services engagement by partnering with client teams on intake, expectation setting, service communications, and escalation paths; drive customer experience improvements through feedback loops and post-service reviews.
 

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Consolidated aligned requirements (qualifications)

Required

  • 8+ years in collaboration services, live event operations, AV, enterprise service delivery, or delivery operations in a global environment.
  • 3+ years of people leadership experience (or equivalent leadership in a matrixed operations environment).
  • Strong service management capability: SLA tracking, operational reporting, incident and escalation practices, continuous improvement.
  • Demonstrated project management experience leading cross-functional initiatives (scope, timelines, risk, stakeholder communication).
  • Hands-on familiarity with Microsoft Teams and enterprise webcast or event platforms, including operational workflows (intake, scheduling, provisioning, access management, integrations coordination, troubleshooting coordination, reporting).
  • Strong client services and stakeholder management skills; ability to align teams to customer expectations and service outcomes.
  • Excellent written and verbal communication; able to produce clear runbooks, governance artifacts, and executive-ready status reporting.

Preferred

  • Experience with Monday.com (workflows, templates, dashboards, reporting) and strong operational use of Microsoft Teams for service delivery.
  • Familiarity with ITSM and knowledge management tools (ticketing, KB governance, incident problem change practices).
  • Experience with vendor governance, procurement processes, and financial controls (forecasting, spend tracking, variance management).
Mandatory Skills: Voice and Collaboration Services .

 

Experience: 8-10 Years .

 

The expected compensation for this role ranges from $80,000 to $158,000 .

 

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. 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.

 

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

 

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

 

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.