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01/12 Subin Sundar
Talent Acquisition at Wipro

Views:2085 Applications:222 Rec. Actions:Recruiter Actions:0

Wipro - Program Manager/Service Delivery Manager (10-20 yrs)

Karnataka/Mysore Job Code: 178847

JD-

Role - Program Manager for Data Center/EUS - RIM

Designation - Manager

Achieve the Gross Margin plan for the account

Achieve the revenue plan for the account, through renewals & Farming sales.

Account to be renewed on / before the expiry period

Deliver services in a manner that there is accrual of Bonus and No penalties

Meet / Overachieve on the NPS score for the account

Meet / Overachieve on the pulse survey score for the account.

Sound Knowledge of Incident Management, Change Management, Problem Management.

Identify the customer stake holders and develop an engagement calendar and communications channel

Ensure CVI plans for all accounts exist and implementation of action plans as per agreed timelines. Same to be reviewed on an ongoing basis

Good People Management skills & control attrition through regular R&R and TM.

Ensure all SLA metrics are met as per agreed SLA norms for the account

Mitigate Risks due to non-compliance of SLA norms for the account

Ensure SIPs /Initiatives/Actions aligned to the CVI Plan and executed as per agreed timelines to enhance C-SAT for the account

Ensure progress on the SIPs/CVI Plan are communicated to the key stakeholders ( Customer and Wipro)

Ensure all the customer complaints/issues are proactively identified and addressed in MIT Complaint Management Portal for the account

Zero surprise complaints ( not logged in the MIT Customer Complaint Portal ) escalated to BU head and above for the account

No Customer complaint to be open - 15 days for the account

Ensure SA initiative rolled out for all projects in the account

Drive Productivity and Automation Benchmarking for the account.

To enable the conduct of Infosec compliance audits across all accounts in the account

Actively participate in NC closure / Risk mitigation in case of escalation from program management

To effectively collaborate with functional teams to ensure availability of right resource for the program to function and deliver seamlessly

Ensure 100% SOW compliance for the account

Zero NCs during IP audit.

Understanding of ITIL processes.

Active participation in the Risk Council Reviews

Drive the QIC reviews on a monthly basis for the account

Ensure active participation from all the key stakeholders of the account

Ensure timely closure of all action points from QIC reviews for the account

Eligibility

Graduate or Post Graduation ( Fulltime)

MBA will be an added advantage

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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