Wipro - Tool Automation Delivery Head

- Maintain a catalog of available services and uses this as the basis for Service Level Agreements (SLAs). 

- Determines service level requirements, negotiates and agrees new service levels working with pre-sales, DA and delivery team and incorporates these within SLAs. 

- Ensures that service delivery staff have clarity on the scope and level of service required of them through the development and maintenance of Operating Level Agreements (OLAs) containing Key Performance Indicators (KPIs) linked to SLAs. 

- Validation of tools configuration from SLA perspective. 

- Assist On-boarding/Implementation of Service levels during transition phase. 

- Working closely with Technology group for SLA formula validation and configuration. 

- Mitigation of SLM risks identified during transition phase. 

- Delivery Assurance review of SLA- s during pre-sales process. 

- Monitors levels of service achieved, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs. 

- Initiates appropriate action involving service management functions as necessary.

Job Skill 

- Strong understanding of SLAs 

- Builds long-term relationships with internal stakeholders. 

- Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Client organizations. 

- Ability to work independently and take decisions where necessary. 

- Successful delivery against commitments and deadlines. 

- Promotes and supports standardization and continuous improvement. 

- Experience of Transition lifecycle.

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