Delivery Manager (NCS/Job/ 3466)

Role Overview

The Technical Delivery Manager – IT Service Delivery will manage end‑to‑end IT service delivery across 25–30 Business Units (BUs) for large infrastructure clients such as Adani Group, operating under a Wipro‑led delivery model.

The role carries primary responsibility for End User Services (EUS) and partial governance of Data Center operations, ensuring high availability, operational resilience, regulatory compliance, and superior end‑user experience across geographically distributed, mission‑critical sites such as ports, airports, power plants, SEZs, mines, and corporate offices.

This role demands intense coordination, disciplined reporting, documentation excellence, and strong stakeholder handling, aligned to ITIL, ISO, and SIAM‑based delivery frameworks.

Key Responsibilities

1. Multi‑BU IT Service Delivery Governance

• Own IT service delivery across 25–30 Adani Business Units, ensuring consistent service quality across all locations.
• Operate as the single operational delivery owner for EUS across the account.
• Ensure adherence to Wipro delivery standards, contractual SLAs, OLAs, and compliance metrics.
• Drive BU‑wise operational reviews, governance calls, and action tracking.

2. End User Services Leadership (Primary Focus)

• Lead End User Services delivery across corporate and industrial locations, covering:
  • Central & site‑based Service Desk (L1/L2/L3 governance)
  • Desktop, Laptop, Rugged Devices & Mobility support
  • VDI / Citrix / Workspace services
  • Microsoft O365, Email, Collaboration platforms
  • Active Directory / Azure AD (operational coordination)
  • VIP & Leadership Support at critical locations
• Ensure uninterrupted IT support for 24x7 operational sites (ports, power, airports).
• Drive CSAT improvement, incident reduction, and user productivity enhancements.

3. Data Center Delivery & Infrastructure Coordination (Partial)

• Provide delivery governance for Data Center operations, including:
  • Windows/Linux server operations (oversight & coordination)
  • Backup, patching, monitoring, and job scheduling
  • Storage and virtualization coordination
• Ensure seamless EUS–DC–Network–Security integration for end‑to‑end service delivery.
• Support planned maintenance, shutdowns, and change windows with zero or minimal business disruption.

4. Incident, Escalation & Crisis Management

• Lead Major Incident Management (MIM) for business‑critical outages impacting infra operations.
• Drive structured RCA, PIR, and preventive action plans with BU‑wise tracking.
• Act as the first escalation point for Adani IT leadership and Wipro account management.
• Ensure clear, timely, and executive‑ready communication during crises.

5. High‑Intensity Coordination & SIAM

• Perform continuous coordination across:
  • Multiple Wipro delivery towers
  • Adani IT & business stakeholders
  • OEMs and third‑party vendors
• Support SIAM‑based operating model, ensuring accountability across vendors.
• Eliminate hand‑off issues and ensure end‑to‑end ownership.

6. Reporting, Metrics & Executive Governance

• Own preparation and presentation of daily / weekly / monthly reports, including:
  • SLA/KPI dashboards
  • Incident & problem trends
  • BU‑wise performance scorecards
  • CSAT / NPS metrics
• Ensure reports meet Adani leadership and Wipro governance standards.
• Provide insight‑driven analysis, risks, and improvement recommendations—not just numbers.

7. Documentation & Audit Readiness (Specialized Strength)

• Create, review, and maintain enterprise‑grade documentation, including:
  • SOPs, Runbooks, and Operational Playbooks
  • Transition & KT documents
  • RCA / PIR documents
  • Service catalogs and RACI matrices
• Ensure documentation is audit‑ready for:
  • ISO 20000 / ISO 27001
  • Internal Wipro audits
  • Client and regulatory audits
• Enforce documentation discipline across all BUs and teams.