ACCOUNT QUALITY MANAGER L2(CONTRACT)

Job Description

Role Name/Title:

Service delivery Manager:

Expected start date tentative

Immediate

Rates including mark up

240 K/M

Work Location – pls mention city and preferably office address as well

Pune

Workplace Type: (Remote/Hybrid/Onsite)? If Hybrid, how many days onsite & offsite?

Wipro Hybrid

Years of exp needed

10+

Datacenter (Operation) support delivery manger, must have technical understanding (Wintel, Unix, Storage, Azure)

Mandatory Skills:

Datacenter operational manger + datacentre knowledge.

• Team Management
• Team Management
• Clearly define the expectations for the team
• Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
• Guide the team members in acquiring relevant knowledge and develop their professional competence
• Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries
• Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the tea
• Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver No.Performance Parameter Measure

Quality Control and Customer satisfaction:

• CSAT Score-BU/Account/Portfolio level
• Process Compliance/Exceptions Scores
• Audit Coverage percentage
• Schedule performance Scores
• Planned vs actual project effort
• Resource productivity scores

Capability Building

• New Employee Onboarding
• New Employee Certifications

Continuous Improvement

• Lean projects implemented per year
• Productivity improvement of resources
• Continuous Improvement Processes implemented per year

Team Management

• Team attrition %
• Employee satisfaction scores

Capability Building

• % trained on domain and location specific skills,
• % of team trained in necessary leadership skills