Role: - A leadership role to head an integrated delivery organization which is for a large Telecom client. The Program Delivery Head has accountability to the customer and is responsible for Revenue, Account Profitability and CSAT. Responsibilities: -
Ensure delivery of high quality IT services to support Customer's business needs
Ensure continued high customer satisfaction from all operational users for outsourced services
Continuously recommend improvements to the functionality, creation and delivery of outsourced services
Provide the earliest possible notification of potential service disruption or degradation and recommend procedures to minimize the impact to Customer
Develop business rationale and benefits of any proposed changes and communicate these to the stake-holders
Ensure sufficient continued communication and transparency
Ensure contractual visibility to both parties
Continuous evaluation of quality, cost and delivery covering
Program Risk Assessment
Quality Assurance Metrics
Service Improvement Plans
Business User Satisfaction
Operations / IT / General Management
Wipro Infotech is a part of USD 5 Billion Wipro Limited (NYSE:WIT) with a market capitalization of USD 24 Billion. The various accreditations that the company has achieved for every service it offers reflects its commitment towards quality assurance. Wipro Infotech was the first global software company to achieve Level 5 SEI-CMM, the world's first IT company to achieve Six Sigma, as well as the world's first company to attain Level 5 PCMM.
Wipro Infotech has close to 15,000 employees operating from various geographies in India & Middle East. With over two decades of experience, Wipro has stamped its presence on the Indian market and leads the Indian IT industry.
Please visit www.wipro.in for more information about the company.
Education: - BE / MBA. Experience: - Minimum of 15 years of experience. Technical Competencies: - Last 5 years in senior positions in IT services management in Telecom Sector Client Experience: - Should have handled directly very large IT projects / programs with engagements at CxO levels. Should have good account management skills. Technology Experience: - Should have exposure to VAS, SDP, Network Services, Call Centres, Portals, IN, OSS / BSS. People Management: - Should have led teams of size over 75. Process & Quality: - Exposure to process led service delivery approach based on standard Quality frameworks.