Account Delivery Head (ADH)

• Riyadh, Saudi Arabia


• ‎2945507

Job Description

Role Purpose
The purpose of the role is to drive and improve deliveryfor mega-gamma/ key
growth accounts by providing innovative solutionsthrough automation and next
generation technologies, ensuring righttalent supply chain to enhance customer
satisfaction and lead organicgrowth.

Do

Delivery Management
Ensure seamless delivery of projects in a Mega - Gamma/Key Growth Account _
Drive and deploy account/ project delivery structure by evaluatingthe budget,
costs, risks and staffing requirement
Ensure ‎100% compliance to Project SLA's, information securityprotocols etc
(all customer's contractual obligations)
* Monitor and take appropriate actions on internal and external auditfindings to ensure no major non-compliance/ deviation from the SLA
Ensure adherence to program/ project charter in terms of schedule,quality,
efforts and cost
Drive account health across projects by conducting periodic cadencewith the
quality team to take proactive measures to resolves issues/possible
escalations
Conducts periodic cadence with Workforce Management Group (WMG) toensure ‎100%
fulfillment as per the account/ project requirement
* Regularly audit quality (QA) status of delivery and engage QA teamto ensure adherence to Quality Assurance standards and processes
* Collaborate and influence internal key stakeholders to ensurefulfillment, technology support and flawless delivery of projects

Client Relationship Management_
Engage with client to opportunities to deploy multiple solutionswithin/ across
SLs to create a stronger value proposition for clientsand enhance share of
business
Conduct regular customer connects (meetings/ visits/ video-conference) and
Management Review Meetings (MRM) with clientmanagement/engagement managers to
understand customer 's currentand future needs and seek feedback to improve
delivery methodology/timelines/ resource allocation
* Identify and close early warnings on a project to avoid any customerescalations
Plan and conduct Quarterly Business Reviews (QBR) with the clientmanagement/
leadership team to drive improvement actions and mine for anew portfolio/
opportunity within the account
Design, monitor and share account performance dashboards/ reportswith the
clients periodically
Drive delivery transformation with client engagement managers toadapt to new
delivery models and instill new ways of working in customerorganization
* Share Wipro's capability and initiatives that may support/fulfill customer's needs

Delivery governance across the accounts/ projects
Review MIS and reports to monitor and track overall project/ accountdelivery
management
Conduct periodic reviews with the team (DM 's/PM's) onoperational, quality and
fulfillment parameters and new idea generation& its implementation on existing
projects
* Resolve project escalations, potential risks or early warning signson project delivery to eliminate any revenue leakage
Review and monitor revenue allocations/ realization to avoid OBrevenue leakage
Provide inputs to delivery leadership team on overall deliveryperformance
parameters (project heath, utilization, realization etc) atan account level
during reviews highlighting any critical projectescalations and potential
risks

Enable revenue growth of an account within a vertical
Identify opportunities for deployment of new technology, growthsolutions and
services in the account by bringing SL practices/ othercapabilities for client
solutioning
Engage with existing customers to identify new businessopportunities and
increase the existing portfolio for an account byproviding relevant solutions
in order to increase delivery drivenrevenue
Support pre-sales team to create and propose relevant solutionsto the
customer requirements/ request for proposals for a project in anaccount
Support sales team with acquisition and traction of new deals
byunderstanding the customer needs thereby ensuring higher conversion rate

Operational Excellence
Automation Focus
Drive automation charter and related initiatives in an account
Develop, drive and deploy automation led solutions and serviceimprovements to
deliver value added services to the customers therebydriving customer 's
business forward
* Deploy next generation hyper automation and crowdsourcinginitiatives in coordination with Holmes RO team to enhance productivity,quality and speed of delivery

Innovation Focus
Deploy new ways of working (Agile, DevOps etc) on the projects toimprove
quality, delivery speed and productivity parameters
Drive value adds and BVMs; showcase them to customer in MRM &QBR to drive
growth
* Plan for periodic idea campaign at account level and share the topideas with customer during MRM / QBR

Drive and deploy Knowledge Management across the account
Contribute in internal knowledge sharing initiatives at Wipro bydriving
internal training sessions, best practices, learnings, valueadds and BVMs and
deploys best practices in various projects within anaccount
Deploy the Wipro 's knowledge management portal across theaccount and monitor
& track trainings

Capability Development and Talent Pipeline Creation
Demand forecasting in line with business requirements
Spearhead quarterly demand forecasting and resource planning alignedto
requirements of the account/ projects
Create and deploy a workplan to fulfil the required demand from allthe talent
channels including external (lateral, contractors etc) hiringin coordination
with WMG/ CWMG and Talent Acquisition team

Lead upskilling initiatives across the account
Prioritize and identify essential skills required across accounts/projects to
facilitate and drive right supply chain across the account
Partner with competency group and talent transformation team todrive
upskilling initiatives within an account
* Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees
Drive towards ‎100% mandatory training compliance for the targetpopulation
within an account
Plan and drive rotations for seed positions and ensure replacementplan to be
arrived ahead of rotations
Quarterly connect with critical talent to understand theiraspirations and
create their learning maps along with project managersand HRBP

Fresher engagement program
Ensure a stable arrangement and assimilation of rookie within anaccount in
coordination with competency group team (classroom trainings/e-learning,
certifications, on the job training etc)
Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members toenhance
capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the
organization
* Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews andprovide
constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to buildengagement
within the team
Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SDH/VDH/ PDH

Delivery strategy and governance

Practice Heads of a SL

To ensure smooth project delivery and right solutioning approach

Global Client Partner, Client Partner

Support sales in solutioning and project delivery estimation

Holmes RO

Automation initiatives within an account

BU Quality Team/ Central Quality Team

To deploy central quality policy and framework

Legal and Compliance

For contract management

CWMG, WMG

For fulfilment and demand forecasting

Global Talent Acquisition, Global Campus Head

For recruitment and campus hiring

Talent Transformation Team, Competency Group

To deliver specific trainings, certification programmes

GIMS

For visa processing/ stamping

ERM Team

Keep abreast with different policies and framework related torisk management

Internal audit team

Audit of various accounts as per compliance

Workforce transformation team

For multi-skilling of identified resources

Pre-sales team

For solutioning for an RFP/ client requirement

HRBP

To drive HR engagement activities

Finance team (BU/ SL)

For payment/ invoice management

Procurement team

For contract management (MSA and SOW)

External

Customers

To drive business growth and relationship management

Vendors/ Partners/ OEM 's/ Contract Manufacturers

For resourcing/ contracting, trainings, technology platforms,equipments etc

Campus

For freshers hiring

Display

Lists the competencies required to perform this role effectively:
* Functional Competencies/ Skill
* Domain/Industry Knowledge - Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITindustry - Expert
* Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Master
* Leveraging Technology - Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function/ Client organization - Expert
* Program Management - Execute projects with end-outcome andprocess focus, along with understanding of delivery processes and itsgovernance - Master
* Solution Focus - Apply design thinking to bring about new andnovel solutions or changes in processes, products or the way business isconducted - Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts)
frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency withoutguidance.
Extends the competency to difficult and unknown situations aswell.

Expert

Applies the competency in all situations and is serves as a guide toothers as
well.

Master

Coaches others and builds organizational capability in the competencyarea.
Serves as a key resource for that competency and is recognisedwithin the
entire organization.
*
Behavioral Competencies
* Client centricity
* Strategic perspective
* Problem solving and decision making
* Execution excellence and passion for results
* Change agility
* Passion for results
* Nurturing people
* Executive presence
* Collaborative working

Deliver

No.

Performance Parameter

Measure

‎1.

Delivery Management - Client satisfaction

PCSAT and ACSAT score, Brand score, no. of customer references, SDR/QBR %,
Pulse % satisfied (top ‎2 box), Zero surprise delivery escalationfrom the
customer

‎2.

Delivery Management - operational efficiency

Contractual adherence %, Quality index, Utilization %, cost ofdelivery target,
overdue indent, ‎100% SLA compliance

‎3.

Delivery Management - Financials

Revenue target achievement, Operating margin %, leakage from OB torevenue,
revenue per employee, increase CR realization, processexceptions to be
minimized, bench cost % of total cost

‎4.

Innovation and Automation focus

Hyper-automation deployment, increase in productivity, Actual NGperson month
saving,

‎5.

Capability Building

% attrition, critical talent attrition%, % trained on new age skills,% of team
trained in necessary leadership skills, diversity ratio, %localization targets
by market, billable rookie ratio

‎6.

Team Management

Team attrition %, Employee satisfaction score

Project Management