Job Description

Role:

The role incumbent is responsible for the success & profitability of programs AD / SI program ( 15-20 million USD p.a) or AM program >20 million USD pa . At this level , the Program Director is the primary interface from Wipro and handles high value, high complexity programs e.g. Programs which have high Risk in form of contract ( SI) , multi-geo implementation, change management and programs with high number of vendors

Do:

Financial:
Is responsible for Gross margin achievement for the Program
Is responsible for bonus received or penalty paid from/to the customers
Adhere to project cash flow schedule
Is responsible for reducing value at risk

Offering/competency:
Is responsible for increasing employees and contractors with contribution above X%
Responsible for increasing project effort charged to domain experts
Formulate an appropriately structured Governance framework for the account in which he/she is the sole Program manager. Else work as per the governance framework defined by the PD
Responsible for creating a clearly defined and documented escalation mechanism in place
Ensure governance ties in with Scope/Change Management

Delivery/Customer satisfaction
Lead and Own the Program Delivery (schedule/risk/issues/changes/dependencies)
Help establish the required execution and project methodologies synergizing customer and Wipro methodologies
Responsible for meeting Program Quality Cost Delivery schedule
Manage operational parameters of the program as signed off ( ppc, offshore- onsite mix, utilization, bulge)
Responsible for number of customer escalations (#) and % customer escalations with overdue resolution
Responsible for meeting ERD compliance (%)

People
Leads planning workshops and program steering committee meetings
Develops and mentors project managers and PMO for exceptional performance from team members to improve performance
Manages & Controls employee attrition rate
Ensures that eligible employee are released for rotation

Managing Customer Relationship and Scope Management
Ensures that requirements document is comprehensive with clearly outlined scope boundary, non-functional requirements are captured quantitatively.
Develops a common understanding and sign- off on requirements by the business users.
Uses the right kind of requirement management tools to ensure correct understanding and scope idenfications
Provides wire-frames depicting user interface to give good view of the navigation

Brand Building Initiatives
Participates in initiatives which help in building Wipro Brand and developing progressive delivery.

- Oversee and manage large-scale programs and projects

- Lead cross-functional teams to ensure successful delivery of objectives

- Develop and maintain strong customer relationships

- Drive profitable growth and achieve P&L targets

- Ensure service assurance and delivery excellence in telecom service management

- Foster a high-performance team environment with a focus on global people management

The Program Director will be accountable for delivering Infrastructure Outsourcing services for client engagements. This role involves building and maintaining relationships with client leadership and leading the Wipro IT staff supporting the enterprise's technology infrastructure services, network services, and distributed computing services. The role ensures alignment with IT strategy and business objectives, providing senior leadership in IT Infrastructure and Operations, and maintaining program governance. This position reports directly to the Client Engagement Manager and is accountable to the Business Vertical Delivery Head for program health.

Principal Duties & Responsibilities:

- Program Governance / Operations Leadership / Client Satisfaction:

- Participate in client IT strategy and planning activities with current knowledge and future vision of infrastructure technology

- Provide thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvement

- Assess the impact of IT industry trends on enterprise infrastructure needs and projects

- Assure appropriate program governance and quality deliverables

- Operations Management:

- Ensure overall effectiveness and efficiency of data center technology systems and operations

- Manage IT day-to-day operations to improve infrastructure costs, performance, and end-user satisfaction

- Monitor infrastructure performance and plan for necessary refresh and expansion

- Manage business continuity and recovery of information systems

- Assure resolution of high severity outages impacting IT infrastructure

- Standards / Policies / Metrics:

- Drive adherence to ITIL framework policies and procedures

- Manage delivery of infrastructure services shared across the client enterprise

- Establish key metrics and performance indicators to measure service levels

- Manage key service providers to service levels and performance

- Administration:

- Provide strategic direction, coach, develop, and mentor team members

- Establish objectives and goals across the Infrastructure and Operations organization

- Facilitate collaboration across Information Technology towers and key client leaders

Other Duties & Responsibilities:

- Leadership:

- Support, communicate, and take personal ownership of strategy and success criteria

- Actively solicit opinion and perspective from all levels and peers

- Challenge the status quo and drive a culture of innovation

- Adaptability:

- Demonstrate the capacity to manage changing priorities and ambiguity

- Maintain direction and focus through proactive planning and organized approaches

- Drive Service Delivery Excellence

- Partner with Customers and Peers

- Meet expectations and requirements for both internal and external customers

- Leverage Customer/Consumer Insight

- Engage and Mobilize People

- Establish clear direction and set stretch objectives

- Listen and Communicate Openly

- Build an inclusive Culture

- Create Collaborative Relationships/Teamwork

- Attract, Coach, and Develop Others

- Achieve business excellence

- Partner with Director PMO to establish management priorities

- Define Performance Measures

- Manage complex staff structures

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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.