SERVICE DELIVERY LEAD L3

Job Title

SERVICE DELIVERY LEAD L3

City

Bengaluru

State/Province

Karnataka

Posting Start Date

10/4/26

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.

Role Purpose

The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.

͏

Do

Oversee and manage service delivery by meeting all contractual/ SLA commitments

Contract compliance & adherence

Ensure all SLA parameters are met in the account

Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited

Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines

Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices

Delivery governance across the accounts/projects

Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project

Ensure that the project performance parameters stay green for all accounts

Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags

Participate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadership

Ensure regular invoicing as per the contract terms and condition and performance

Technical and/or Operational Issue Resolution

Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis

Acts as point of escalation for issues not resolvable by the service lines.

Escalate issues with financial implication on the account to Account Head and other senior stakeholders

Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems

͏

Resource Allocation & Retention

Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery

Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery

Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis

Plan training batches to backfill client deliveries during crucial periods

Ensure retention by offering relevant trainings and certifications of all allocated resources

Ensure Process Excellence

Partner with the assigned black belt for the account on regular basis to get feedback on account performance

Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins

Present the business case for such initiatives to the clients to get their buy-in if required

Drive and implement structured cadence around quality, both process and transactional.

Conduct periodic meetings with clients and delivery teams daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings to share focus points, progress and successes.

͏

Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account

Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.

Regularly monitors and reports on financial health of the account and remedies any financial misses or anomalies

Contribute to the revenue growth of the account by supporting the Account Head through new opportunity identification for deployment of new technology, growth solutions and services within the existing account/client

Recognizes business needs and determines if our portfolio offering may be an appropriate solution

Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts

Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth

Prepare implementation plans and ensure efficient client on-boarding; present content strategy and annual delivery plan

Partner with the process excellence team to incorporate and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation etc.

Set direction for the team, track progress against targets through regular cadence calls and course correct as required

Partner with the WFM, Hiring & HR team to ensure optimal resource allocation and maintenance of a ready skilled team of resources to avoid leakages and revenue loss

͏

Develop, manage and leverage relationships in account to build customer centricity

Identify key stakeholders/ decision makers in client organization and develop and strengthen relationships with th