Role: Tower manager-Service Delivery
London
Position Summary
The Tower Manager – Field Support Management (Service Delivery Lead – L3) is responsible for leading global Field Support Services across APAC, EMEA, and Americas. This role combines strategic leadership, L3 technical expertise, vendor management, and business ownership, ensuring high-quality end-user support, SLA adherence, and continuous transformation aligned .
Key Responsibilities
· Lead and manage global Field Support Services tower across APAC, EMEA, and Americas
· Provide leadership to regional leads and managers, who will report into this role
· Ensure SLA/KPI adherence and drive improvements in CSAT/XLA globally
· Act as the primary escalation and governance point for major incidents and critical issues
· Provide L3 escalation support for complex enterprise issues where required
· Manage UK client stakeholders and ensure strong business alignment and relationship management
· Own vendor management, including performance, delivery quality, and contractual compliance
· Drive financial governance, including budgeting, cost optimization, and resource planning
· Lead and execute transformation initiatives (Smart Centers, proactive support model, AI/automation, virtual support)
· Drive global standardization of processes, tools, and operating models
· Oversee asset lifecycle, stock management, and CMDB accuracy across regions
· Collaborate with Service Desk, EUC, Network, and Security teams for end-to-end service delivery
· Mentor and develop teams, ensuring capability uplift and leadership pipeline
· Lead governance, reporting, and QBR reviews with senior leadership
Qualifications
· Proven experience in Field Support / EUC services
· Proven experience managing global operations and distributed teams (APAC, EMEA, Americas)
· Strong background in service delivery leadership, vendor management, and client engagement (UK/Global)
· Expertise in enterprise IT environments (Windows, O365, endpoint support, networking basics)
· Strong understanding of financial management, budgeting, and cost control
· Excellent leadership, communication, and stakeholder management skills
Wipro is an exciting organization to work for. We ranked as a “Top Employer” as part of the Top Employer Institute annual listings. We were assessed on several key HR practices including Diversity and Inclusion.
Benefits: You will receive a competitive salary, a generous benefits package, training, and development, as well as an exciting career within a fast paced and dynamic business. Your benefits include
- Contributory pension of up to 5%
- Extra holiday purchase
- 4x life insurance policy
- Private medical insurance (50)
Equal Opportunities:
Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.
…