Job Description

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. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Description: IT Infra Service Delivery Manager

Location- Ahmedabad

Reporting To: Delivery Head / Account Delivery Head (ADH)

Role Purpose

Lead end-to-end IT Service Delivery for enterprise customers, owning service outcomes across towers (End User Services, Infrastructure, Applications, Network, Cloud). Ensure predictable delivery against SLAs/OLAs/Underpinning Contracts, drive continual improvement using ITIL® 4 practices, and orchestrate multi-vendor delivery to achieve contractual, financial, and customer experience goals. (Terminology aligned with ITIL 4 key concepts, guiding principles, governance, and continual improvement.)

Key Responsibilities

1) Run & Govern

• Own service performance—publish MSR/QSR, executive summaries, risks, actions, and trend insights (ServiceNow Performance Analytics / Power BI).
• Lead Operational/Service/Executive Reviews, aligning delivery towers, vendors, and customer stakeholders.
• Ensure contractual compliance to SOW/MSA including service credits, waivers, and governance records—audit ready at all times.

2) Stabilize & Improve

• Drive MIM posture (readiness, drills, on call, comms), backlog hygiene, and automation/shift left to boost CSAT and reduce TCO.
• Run RCA/CAPA programs; track benefits (repeat incident reduction, MTTR, change failure rate).
• Lead CSI initiatives across process, tooling, and org—aligned to ITIL 4 guiding principles.

3) Transition & Transformation

• For new/changed services, define interim vs. steady state SLAs, baselines, staffing, and tooling readiness; execute cutover criteria and hypercare.
• Align Service Delivery Plan with Wipro QMS (Veloci Q) requirements and customer specifics; maintain evidence of communications and approvals.

4) Stakeholder Leadership

• Act as single point of accountability for service outcomes; manage escalations through resolution; influence CXO/Director level stakeholders with data driven narratives.
• Mentor leads/SMEs; build a high performing, ITIL mature delivery culture.

Must Have Skills & Experience

• 12–15 years in IT services with 6–8 years leading enterprise IT service delivery across multi tower and multi vendor environments.
• Proven governance of SLAs/OLAs/UCs, penalty/earnback mechanisms, and audit expectations (ISO/ISMS/SOC).
• Strong command of ITIL 4 practices and value stream thinking; hands on with ServiceNow ITSM (SLA policies, business calendars, PA dashboards, reports).
• Expertise in Major Incident, Problem/RCA, Change/CAB, Availability/Capacity, Knowledge, ITAM/CMDB, Service Catalog.
• Advanced analytics & storytelling (Power BI/Excel), prioritization, and stakeholder management.
• Excellent communication and customer facing leadership; experience in managed services contracts.

Preferred / Good to Have:

• ITIL® 4 Strategist: Direct, Plan & Improve (DPI) or Leader: Digital & IT Strategy (DITS)
• PMP® / PRINCE2® Practitioner, PSM I/II (or SAFe Agilist)
• Cloud Associate/Architect (e.g., Microsoft Azure AZ 104 / AZ 305, AWS SysOps/Architect Associate)
• DevOps/SRE Foundation, ISO/IEC 27001 Lead Auditor/Implementer

͏

͏

͏

͏

Mandatory Skills: IT Operations Management .

Experience: >10 YEARS .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.