Aglie Delivery Lead

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.

Delivery Leader - Lottery & Gaming Services

Location

Hybrid (UK-Watford)

Experience

15 to 20 Years

Employment Type

Full-Time

Role Summary

We are seeking an experienced and dynamic Delivery Leader to lead strategic delivery engagements for our Lottery and Gaming customers in the United Kingdom. The role requires a customer-centric leader who can drive delivery excellence, strengthen client relationships, manage multi-vendor ecosystems, and identify growth opportunities across the customer portfolio.

The ideal candidate will be responsible for end-to-end service delivery, KPI governance, stakeholder engagement, business development support, and ensuring the successful execution of programs across geographically distributed teams. This individual will act as the primary delivery representative to the customer and play a critical role in building confidence, trust, and long-term partnerships.

Key Responsibilities

Customer Relationship Management

• Serve as the primary delivery contact for Lottery and Gaming customers.
• Build and maintain strong relationships with customer executives, business stakeholders, and operational teams.
• Develop trusted advisor status by providing proactive recommendations and delivery insights.
• Ensure high levels of customer satisfaction and continuously improve customer experience.
• Represent delivery performance, achievements, risks, and improvement opportunities during governance meetings.

Delivery Leadership

• Own end-to-end delivery accountability across applications, platforms, support services, projects, and transformation initiatives.
• Ensure delivery commitments are met within agreed timelines, quality standards, and budget constraints.
• Manage delivery across multiple vendors, partners, and customer teams in a complex ecosystem.
• Drive operational excellence through structured governance, monitoring, and continuous improvement programs.
• Lead incident, problem, change, release, and service management processes to achieve service excellence.

KPI & Service Governance

• Define, track, and report service delivery KPIs and SLAs.
• Monitor trends, delivery performance, operational risks, and service metrics.
• Drive service improvement plans based on delivery data and customer feedback.
• Present weekly, monthly, and quarterly service reports to customer stakeholders.
• Ensure governance forums are effective, action-oriented, and focused on business outcomes.

Typical KPIs

• SLA Compliance
• Service Availability
• Incident Resolution Performance
• Change Success Rate
• Customer Satisfaction (CSAT)
• Delivery Predictability
• Defect Leakage
• Release Success Metrics
• Resource Utilization
• Operational Efficiency Metrics
• Revenue Growth and Account Expansion Metrics

Business Growth & Account Development

• Collaborate closely with account management, sales, and presales teams to identify growth opportunities.
• Generate leads through customer interactions and stakeholder discussions.
• Identify opportunities for:
• Application Modernization
• AI & Automation
• Cloud Transformation
• Managed Services Expansion
• Testing & Quality Engineering
• Data & Analytics Initiatives
• Security & Compliance Improvements
• Develop and drive account growth strategies.
• Support RFPs, proposals, business cases, and solution discussions.
• Contribute to revenue growth and account expansion objectives.

Multi-Vendor & Global Team Management

• Lead delivery across distributed teams located in the UK, India, and other global locations.
• Effectively manage multi-vendor delivery environments while promoting collaboration and accountability.
• Facilitate issue resolution and decision-making across stakeholders.
• Establish clear communication channels between customer teams, vendors, and internal delivery organizations.
• Drive ownership, transparency, and operational discipline across all teams.

Risk & Compliance Management

• Identify delivery risks proactively and implement mitigation plans.
• Ensure compliance with Lottery and Gaming industry regulations and governance requirements.
• Maintain operational readiness for audits, compliance reviews, and regulatory assessments.
• Drive business continuity, disaster recovery, and operational resilience initiatives.
• Ensure adherence to security, privacy, and quality standards.

People Leadership

• Lead and mentor delivery managers, project managers, engineering leads, and support teams.
• Build high-performing teams focused on customer success.
• Drive employee engagement, capability development, and succession planning.
• Foster a culture of accountability, innovation, collaboration, and continuous learning.

Required Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology, or a related discipline.
• 15+ years of IT industry experience with significant delivery leadership experience.
• Proven experience managing large customer accounts and strategic programs.
• Experience working with UK customers and offshore delivery models.
• Demonstrated track record of account growth, customer satisfaction improvement, and successful delivery management.
• Strong understanding of Managed Services, Application Development, Support, and Digital Transformation programs.

Preferred Experience

• Lottery Industry Experience
• Gaming Industry Experience
• Regulated Industry Experience
• Experience working with National Lottery Operators
• Multi-vendor delivery management
• Customer-facing service delivery leadership
• Experience managing geographically distributed teams

Mandatory Skills: Delivery Management

.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.