Job Details
About Wipro:
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. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
- A PROUD HISTORY OF OVER 75 YEARS
- FY22 REVENUE 10.4 BN USD
- WE RE PRESENT IN 66 COUNTRIES
- OVER 1,400 ACTIVE GLOBAL CLIENTS
Role : Delivery Manager (End User Support)
Location: Westborough, Massachusetts.
Required Skills:
- End to End governance of the project.
- Good understanding of end user support environment.
- Handling the team size of 300 + people
- Vendor management skill
- SLA management, Quality Audit Parameters
- Understand the requirement and enable team to delivery as per customer deliverables in the contract.
- Should be able to manage customer in high expectation environment
Required Management Skills:
- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Supervising desktop management teams to facilitate continual improvements in the desktop environment
- Collaborating with technical design teams to set standards for software, hardware, and security
- Making sure that anti-virus updates and patches are applied effectively and promptly
- Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
- Service Management: They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
- Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
- Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
- Project Management: Service Delivery Managers often oversee multiple projects or initiatives. They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
- Problem-Solving: Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
- Continuous Improvement: Service Delivery Managers should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.\
- Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.
Mandatory Skills :
- Should have knowledge of any of the ITSM tools for catering the user asset requests.
- Should be very good in excel and in preparing MIS.
- Should be very good in communication
- Should be having very good process knowledge.
- Should have experience in managing a team of minimum of 10 members.
- Should be good in managing the customer and should have experience in handling end users.
- Should be able to drive individually and logical closure of the any activity with in IT asset management.
- Should be able to work in challenging environment with huge pressure and to deliver within the time span.
- Positive attitude towards work and should be flexible on work timings.
Additional Skills :
1) Good to have certification in ITIL.
Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.