Supply Delivery Manager

hace 2 días

San José, Costa Rica Microsoft A tiempo completo

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:

- Manage a team of PTA’s, based in Costa Rica, supporting the Americas time zone to drive consistency in the support we provide our outsourced delivery partners ("DP")
- Support the region-lead SDM Manager with the operational aspects of outsourced Service Delivery for Windows with emphasis on regional operational effectiveness and impact on Customer Experience and cost of delivery
- Actively partner with the Resource Strategy and Vendor Planning ("RSVP") relationships across DPs for Windows - help resolve conflict where necessary
- Work with RSVP leadership to contribute to future supplier Strategy from a Windows/ Operational perspective

Core KPIs and Accountabilities
- Customer and Partner Experience (CSAT) for Support Incident and Critical Situation (CritSit) cases
- Employee Satisfaction, Professional and Technical Readiness and Performance
- Balanced scorecard performance - CSAT, Initial Response, Throughput and other contractual measures
- Role model Diversity & Inclusion, Coach, Model-Coach-Care Behaviors

**Role Details**
Within the Microsoft Customer Experience and Success (CEnS) organisation, the Apps and Infrastructure group includes the Windows line of business. Windows support for our commercial customers is provided by a mix of our Microsoft employees and external delivery partners. The delivery partners received technical assistance and expertise from our Partner Technical Advisors ("PTA") who in report to a Service Delivery Manager, which is this role.

The SDM Manager is a people manager role, accountable for a team of individual contributors focused on Delivery Partner success. The Partner Technical Advisors (PTA) provides technical mentorship, readiness and escalation management to Delivery Partners.

You must also be able to operate effectively with all peers, superiors and subordinates under a collaborative One Microsoft approach. Our Partner Technical Advisors empower our vendors to do what’s right for our customers, drive deep collaboration with internal Escalation teams & supportability teams.

You will represent Microsoft to our customers & Delivery Partners and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft’s Windows support line of business, supportability and coordinate insights with peers from other lines of business.

This vacancy arises due to FY23 investment in the Windows Commercial, delivery partner business.

**Qualifications**:

- 5+ years managing technical specialists, outsource vendors, direct customer support experience, program management, and/or support management experience
- OR equivalent experience
- 4+ years people management experience
- Fluent in Spanish and English
- Resume / CV includes relevant examples of operational or delivery excellence with positive impact on Customer experience

**Preferred**
- Technical background
- Lean six-sigma, ITIL service management or similar process improvement experience
- PMI certification and / or Prosci change management experience

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

  • Supply Chain Manager

    hace 1 semana

    San José, Costa Rica Eaton A tiempo completo

    Eaton’s EPG LAC Latin AmericaCaribbean Division division is currently seeking a Supply Chain Manager. The Supply Chain Manager manages all the planning, purchasing and logistics within the operation, being responsible of the Supply Chain optimization, Inventory Management, Materials planning and purchasing, sourcing, scheduling, SIOP, Warehouse management,...

  • Supply Chain Manager

    hace 6 días

    San José, Costa Rica Eaton A tiempo completo

    Eaton's EPG LAC Latin AmericaCaribbean Division division is currently seeking a Supply Chain Manager.The Supply Chain Manager manages all the planning, purchasing and logistics within the operation, being responsible of the Supply Chain optimization, Inventory Management, Materials planning and purchasing, sourcing, scheduling, SIOP, Warehouse management,...

  • Supply Chain Manager

    hace 7 días

    San José, Costa Rica Eaton A tiempo completo

    Eaton's EPG LAC Latin AmericaCaribbean Division division is currently seeking a Supply Chain Manager.The Supply Chain Manager manages all the planning, purchasing and logistics within the operation, being responsible of the Supply Chain optimization, Inventory Management, Materials planning and purchasing, sourcing, scheduling, SIOP, Warehouse management,...

  • Supply Chain Manager

    hace 2 semanas

    San Antonio, Costa Rica Prysmian Group A tiempo completo

    Based in Costa Rica (Heredia plant), reporting to LatAm Supply Chain Director and to Central America Country Manager, you will be responsible for the development, planning, implementation and monitoring of all Supply Chain activities, leading the S&OP (Sales & Operations Planning) process, planning the strategy for the activities of the entire supply chain,...

  • Delivery Manager

    hace 4 días

    San José, Costa Rica Temenos A tiempo completo

    **ABOUT TEMENOS** We’re passionate about helping banks to perform better, so we solely focus on creating banking software. Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve...

  • Delivery Manager

    hace 7 días

    San José, Costa Rica Noventiq A tiempo completo

    We are looking for a Delivery Manager to join our team.**JOB FUNCTIONS**- Lead the Delivery Team assigned for the Central America region.**RESPONSIBILITIES**- Maintain communications with other Delivery Teams located in other regions.- Be the next escalation level for any customer's requirement related to local projects.- Ensure the required resources are...

  • Delivery Manager

    hace 2 días

    San José, Costa Rica Temenos A tiempo completo

    **ABOUT TEMENOS**We're passionate about helping banks to perform better, so we solely focus on creating banking software.Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve...

  • Delivery Manager

    hace 1 semana

    San José, Costa Rica Noventiq A tiempo completo

    **Noventiq is hiring!** Noventiq (the brand name of Cyprus-registered Softline Holding plc) is a leading global solutions and services provider in digital transformation and cybersecurity, headquartered and listed in London. The company enables, facilitates and accelerates digital transformation for its customers’ businesses, connecting 75,000+...

  • Supply Line Segment Lead

    hace 7 días

    San José, Costa Rica Intel A tiempo completo

    At Intel, we create world-changing technology that enriches the lives of every person on earth.- This role will highly focus on strategically driving the systemic fixed on order delivery management gaps on key suppliers; drive the proliferations.- This role acquires strong leadership, initiative to provide the inputs and recommendation on making improvements...

  • Solution & Delivery Manager

    hace 7 días

    San José, Costa Rica Peachtree Networks A tiempo completo

    Peachtree Networks is looking for a Solution & Delivery Manager to join our team.The Solution & Delivery Manager is a key member of the Service Delivery Project Management Team.The Solution & Delivery Manager is expected to become familiar with project complexities and develop a working knowledge of the ongoing project work within their functional working...

  • Demand And Supply Manager

    hace 7 días

    San José, Costa Rica Viatris A tiempo completo

    3866 Upjohn Export B.V. sucursal Costa RicaAt VIATRIS, we see healthcare not as it is but as it should be.We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.Viatris empowers people worldwide to live healthier at every stage of life.We do so via:Access - Providing high quality trusted medicines...

  • Supply Line Segment Lead

    hace 2 días

    San José, Costa Rica Intel A tiempo completo

    At Intel, we create world-changing technology that enriches the lives of every person on earth. **As a Supply Line Segment Lead your responsibilities will include but not be limited to**: - Responsible for converting manufacturing and business requirements into actionable strategies and tactics. - Focus on order management to ensure Assembly Test...

  • Customer Delivery Manager

    hace 6 días

    San José, Costa Rica Catalina Marketing A tiempo completo

    **Our Team** As the crucial link between Catalina’s internally-facing production teams in Catalina’s Customer Delivery organization and externally-facing Customer Success team in the Sales organization, the Delivery Assurance team builds strong customer relationships through our commitment to flawless campaign execution each time, every time. We work...

  • Supply Line Segment Lead

    hace 7 días

    San José, Costa Rica Intel A tiempo completo

    At Intel, we create world-changing technology that enriches the lives of every person on earth.**As a Supply Line Segment Lead your responsibilities will include but not be limited to**:- Responsible for converting manufacturing and business requirements into actionable strategies and tactics.- Focus on order management to ensure Assembly Test Manufacturing...

  • Senior SAP Technical Delivery Manager

    hace 1 semana

    San José, Costa Rica Emerson A tiempo completo

    If you are a Senior IT Manager looking for an SAP Technical Delivery Manager role and an opportunity to grow, Emerson has an exciting opportunity for you! Based in any US location, you will coordinate and oversee the delivery of all technical activities within SAP related to hardware, software, upgrades, security vulnerabilities, and patching. You will be...

  • Project Manager- Delivery

    hace 5 días

    San José, Costa Rica SoftwareONE A tiempo completo

    Job Function: Cloud & Software Services Why SoftwareONE?: For over 30 years SoftwareONE has been the foundation for organizations around the world for their technology solutions. With changes in the market from on-premises to cloud we have always been one step ahead. Underpinning our transitions and evolutions are our seven core values which we expect from...

  • Senior Sap Technical Delivery Manager

    hace 7 días

    San José, Costa Rica Emerson A tiempo completo

    If you are a Senior IT Manager looking for an SAP Technical Delivery Manager role and an opportunity to grow, Emerson has an exciting opportunity for you!Based in any US location, you will coordinate and oversee the delivery of all technical activities within SAP related to hardware, software, upgrades, security vulnerabilities, and patching.You will be...

  • Account/service Delivery Manager

    hace 2 días

    San José, Costa Rica DXC Technology A tiempo completo

    We are seeking an experienced **Service Delivery Manager** to join our team. As a Service Delivery Manager, you will play a crucial role in ensuring the seamless delivery of our IT services to clients and maintaining exceptional client satisfaction. You will collaborate closely with internal IT teams, manage escalations, oversee data center operations, and...

  • Supply Planner Cac

    hace 7 días

    San José, Costa Rica Viatris A tiempo completo

    3866 Upjohn Export B.V. sucursal Costa RicaAt VIATRIS, we see healthcare not as it is but as it should be.We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.Viatris empowers people worldwide to live healthier at every stage of life.We do so via:Access - Providing high quality trusted medicines...

  • Senior Supply Planner

    hace 2 días

    San José, Costa Rica Viatris A tiempo completo

    3866 Upjohn Export B.V. sucursal Costa Rica At VIATRIS, we see healthcare not as it is but as it should be. We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs. Viatris empowers people worldwide to live healthier at every stage of life. We do so via: Access - Providing high quality trusted...