Job Description
Job Title:  Service Delivery Lead
City:  London
State/Province:  London
Posting Start Date:  5/18/26
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: 

Job Description

Position Summary  

The Tower Manager – Field Support Management (Service Delivery Lead – L3) is responsible for leading global Field Support Services across APAC, EMEA, and Americas. This role combines strategic leadership, L3 technical expertise, vendor management, and business ownership, ensuring high-quality end-user support, SLA adherence, and continuous transformation aligned with S&P Global objectives. 

Key Responsibilities 

·         Lead and manage global Field Support Services tower across APAC, EMEA, and Americas  

·         Provide leadership to regional leads and managers, who will report into this role  

·         Ensure SLA/KPI adherence and drive improvements in CSAT/XLA globally  

·         Act as the primary escalation and governance point for major incidents and critical issues  

·         Provide L3 escalation support for complex enterprise issues where required  

·         Manage UK client stakeholders and ensure strong business alignment and relationship management  

·         Own vendor management, including performance, delivery quality, and contractual compliance  

·         Drive financial governance, including budgeting, cost optimization, and resource planning  

·         Lead and execute transformation initiatives (Smart Centers, proactive support model, AI/automation, virtual support)  

·         Drive global standardization of processes, tools, and operating models  

·         Oversee asset lifecycle, stock management, and CMDB accuracy across regions  

·         Collaborate with Service Desk, EUC, Network, and Security teams for end-to-end service delivery  

·         Mentor and develop teams, ensuring capability uplift and leadership pipeline  

·         Lead governance, reporting, and QBR reviews with senior leadership  

 

Qualifications 

·         Bachelor’s degree in IT or related field (or equivalent experience)  

·         Proven experience in Field Support / EUC services  

·         Proven experience managing global operations and distributed teams (APAC, EMEA, Americas)  

·         Strong background in service delivery leadership, vendor management, and client engagement (UK/Global)  

·         Expertise in enterprise IT environments (Windows, O365, endpoint support, networking basics)  

·         Strong understanding of financial management, budgeting, and cost control  

·         Excellent leadership, communication, and stakeholder management skills 

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Mandatory Skills: Delivery Management .

 

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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