Role: Account Delivery Head (ADH)
Location: Bay Area - HYBRID Role (Must live in a commutable distance to Menlo Park, CA & Fremont, CA 3 Days a week/3 Days a week Remote) or are willing to Relocate to the Bay Area.
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Role: Currently, the team is redesigning our service model for Meta. We are adding technical layers to have true tech leads under the SDMs. This person will be the Delivery Head. They will immediately participate in the redesign of services and continue integrating the Alphanet team. They will be the main POC for any delivery issues.
Profile: This is not a person that has only led delivery programs at other IT outsourcing companies. This is someone who will have that background, but we need someone with a technical background. Ideally, this person will have led Product or Engineering teams and transitioned into a service delivery role and worked with consulting companies.
Role Overview
This role will own and improve delivery for a key growth account in Wipro’s Technology New Age segment. This person will set and manage priorities across the service delivery teams to ensure the highest value activities are aligned to our client needs and achieved according to the planned timeline and budget. You will work cross-functionally with internal and client stakeholders to drive a strategic talent supply chain & organizational strategy, design and implement analytics & automation solutions, and establish operational rigor to systematically identify, resolve, and (where possible) avoid technical and operational problems over time. Lastly, this role will be responsible for setting the tone and developing a high-performance culture focused on operational rigor, customer-centric innovation, and organic account growth.
We want someone who is:
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Highly engaged and dynamic, possessing a positive and proactive sense of collaboration
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Constantly inspecting what they expect, setting a high bar for operational quality standards
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A role model for accountability and ownership
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A quick learner who is adaptable and naturally curious
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Highly detail-oriented and reliable, able to manage competing priorities with meticulous time management and organizational skills
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Highly motivated with the ability to thrive in fast-paced and demanding environment(s)
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Experienced with assessing operational issues, identifying risks and engaging at the appropriate levels to solve them
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Highly analytical and structured, utilizing data to drive decision-making
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A strong relationship builder
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An advocate for the voice of the customer
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An excellent communicator with all levels of the organization
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An inclusive leader, encouraging collaboration and inclusive mindsets and behaviors
Key Responsibilities
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Define, roll out, and oversee delivery strategy and operating model across the entire program scope in partnership with the client and account leadership
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Define and implement key performance indicators (KPIs) and metrics in partnership with client and account leadership
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Drive accountability for people and performance management, organizational and process compliance, and change management success
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Lead, manage, and coach staff into future leaders at Wipro
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Oversee operational execution and reporting with a focus on client impact
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Steer continuous improvement efforts, fostering a culture of innovation with a bias for action
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Drive technical and domain excellence across delivery teams, setting high standards for continuous improvement and innovation
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Own and continuously improve the P&L across the full scope, working with the client to deliver within budget
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Establish strategic partnership with client leadership stakeholders
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Develop strong relationships with client operational teams, handling escalations promptly and driving root cause analysis to avoid future issues
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Empower delivery management and enablement group to provide best-in-class 1P and 3P application development, management, and operations
Qualifications:
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15+ years in IT or Applications Development, preferably with relevant experience within consulting, managed services, or professional services
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8+ years of experience with managing scalable operations at large, complex organizations, preferably within the hi-tech sector
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Track record of leading organizations through growth and strategic transformation
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Experience managing on-site and offshore teams to deliver IT services 24x7
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Experience uncovering insights that will help drive quality and speed to impact
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Experience implementing automation and AI to support scale and improve outcomes
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Experience with P&L ownership
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Experience leading organizations of at least 250 employees
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Expertise within ITSM, SDLC, and product management best practices
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Software engineering or technology consulting background preferred
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Executive-level communication skillset and presence
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Strong understanding of data analytics and being able to use data to recognize trends or improvement opportunities
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The ability to characterize the work the team is delivering, the value they are providing, and the challenges they are facing in data (i.e., metrics)
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Bachelor s degree in Information Technology, Computer Science, or related field
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