Support Delivery Manager

hace 2 semanas


San José, 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**:
People Management
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others.
Operationalizing Line of Business (LOB) Needs
- Manages Partner Technical Advisors (PTAs) and Support Delivery Managers (SDMs) across multiple countries or time zones to drive consistency in the support of outsourced delivery partners.
Drives continuous improvement plans to support operational needs, cost efficiency, and improved customer experience.
Oversees monthly/quarterly delivery partner reviews for assigned supplier categories led by other business groups to keep abreast on supplier performance related to Safety, Quality, Delivery, and Compliance.
Oversees the operational aspects of outsourced Service Delivery for multiple Lines of Business (LOBs).
Delivery Partner Management
- Collaborates with procurement teams responsible for delivery partner (DP) contract administration.
Leads, builds, and executes on delivery partner strategies globally by providing guidance and leadership to the Global Forums team.
Leads a team of Support Delivery Manager individual contributors (SDM ICs) and/or Partner Technical Advisors (PTAs) by setting and communicating team and individual goals, communicating delivery partner management strategy, and enabling stakeholder engagement.
Recommends, delivers, and supports technologies and services that meet current needs, and evolves strategies to adapt to future needs.
Develops business requirement documents (BRDs) to understands when new work is coming in, what it looks like, and that it remains current.
Workflow Management
- Addresses tool issues, policy clarifications, and other similar requests by developing effective relationships/partnerships with key stakeholders, including Delivery Partner (DP) leaders, Technical Advisors, and the Customer Services and Support (CSS) team.
Drives consistency and best practice sharing across sites.
Collaborates with others to introduce playbook to new DPS and validate that all components are implemented (e.g., reporting, invoicing templates, quality programs meet statement of work (SOW)).
Ensures go-to-green plans and business continuity plans are showing outcomes.
Escalation Management
- Drives issue resolution, reduced customer effort, cost efficacy and policy adherence.
Manages high-priority escalations as appropriate.
Responds to escalated customer cases in a timely manner, ensuring appropriate resources are assigned.
Engages directly with escalation teams and ensures robust status communication.
When escalations are necessary, ensures delivery partner(s) understands mistakes and drives it holistically to ensure problem doesn't recur in the future.
Other
- Embody our culture and values

**Qualifications**:
Required/Minimum Qualifications
- 4+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience.
OR equivalent experience.
- People management experience.
- Experience in Managing Large Teams of 10+ members.
- Experience managing remote teams.
- Fluent in English (written and spoken)

Additional or Preferred Qualifications
-



  • San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Service Delivery Team ManagerWe are seeking a highly experienced and motivated Service Delivery Team Manager to join our Amzn Support Srvcs Costa Rica team. As a key member of our operations team, you will be responsible for leading a team of customer service representatives and contributing to the development and implementation of process improvements.Key...

  • Support Delivery Manager

    hace 1 semana


    San José, San José, Costa Rica Akamai A tiempo completo

    **Are you passionate about ensuring customer success?****Does solving complex challenges motivate and excite you?****Join our Customer Success Consulting Team**Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision.We collaborate to understand our customer needs and to deliver results and...

  • Support Delivery Manager

    hace 2 semanas


    San José, San José, Costa Rica Akamai A tiempo completo

    **Are you passionate about ensuring customer success?****Do you want to take ownership and make an impact?****Join our Global Support team**Our customer-centric team builds innovative and tailored solutions for our customers to help them achieve their vision.We collaborate to understand our customer needs and to deliver results and possibilities for their...


  • San José, San José, Costa Rica Growth Acceleration Partners A tiempo completo

    Delivery ManagerThe Delivery Manager is responsible for delivering the value we have committed to our clients.The DM manages the short, mid and long term health and performance of the team and is the primary operational contact for the client.ResponsibilitiesAccount Delivery: Responsible for ensuring that the overall process is going smoothly: team members...


  • San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Company OverviewAmzn Support Srvcs Costa Rica is a dynamic team that supports the global delivery of payroll programs. We are looking for an exceptional Program Manager who can drive process improvement and manage multiple projects simultaneously.\Job DescriptionThe successful candidate will work on multiple projects across different regions, ensuring the...

  • Delivery Manager

    hace 4 días


    San José, San José, Costa Rica Bairesdev A tiempo completo

    Who We areBairesDev is proud to be the fastest-growing company in America.With people in five continents and world-class clients, we are only as strong as the multicultural teams at the heart of our business.To consistently deliver the highest quality solutions to our clients, we only hire the Top 1% of the best talents and nurture their professional growth...


  • San José, San José, Costa Rica Catalina Marketing A tiempo completo

    **Why Catalina?** Catalina delivers omni-channel solutions to our customers with a long-standing history of rich data assets, but our _greatest _asset is our people.Our guiding principles set the stage for winning in the markets we serve, and our potential is powerful.When you join the Catalina team, you will be part of an inclusive environment that embraces...


  • San José, San José, Costa Rica Growth Acceleration Partners A tiempo completo

    Delivery ManagerThe Delivery Manager is responsible for delivering the value we have committed to our clients.The DM manages the short, mid and long term health and performance of the team and is the primary operational contact for the client.**Responsibilities**:**Account Delivery**: Responsible for ensuring that the overall process is going smoothly: team...


  • San José, San José, Costa Rica Convera A tiempo completo

    About the RoleWe are seeking a highly skilled Customer Service Delivery Manager to join our team at Convera. As a key member of our organization, you will play a vital role in ensuring exceptional customer service delivery and driving business growth.Key ResponsibilitiesLead by example in promoting client-centricity and embed this ethos across the team,...

  • Group Delivery Manager

    hace 7 horas


    San José, San José, Costa Rica Wns Denali A tiempo completo

    Role OverviewWe are seeking an experienced Senior Group Manager to join our team at WNS Denali. The successful candidate will provide leadership to the delivery team, manage and develop the team, and farm new business opportunities. This role also involves delivering sold scope and performance, assisting clients with procurement programs, and ensuring the...

  • Customer Delivery Manager

    hace 3 semanas


    San José, San José, Costa Rica Catalina Marketing A tiempo completo

    **Why Catalina?** Catalina delivers omni-channel managed media solutions to our customers with a long-standing history of rich data assets, but our **_greatest_** asset is our people.Our guiding principles set the stage for winning in the markets we serve, and our potential is powerful.When you join the Catalina team, you will be part of an inclusive...

  • Account Delivery Manager

    hace 3 semanas


    San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    4+ years of experience in digital advertising, entertainment and client facing roles with a focus on data analysis.I.e.Account Management, Sales, Customer Success, Vendor Management, and/or Business Development.Demonstrated success in exceeding business, territory, and/or account goals using a solutions-focused approach.Proven track record of building and...

  • Service Delivery Lead

    hace 5 días


    San José, San José, Costa Rica Microsoft A tiempo completo

    Micorsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, leading to greater satisfaction, retention, and growth. The CEnS organization is looking for a Service Delivery Lead to help us build a future where customers come to us, not only because we provide industry-leading products and services but...


  • San José, San José, Costa Rica Cornerstone Building Brands A tiempo completo

    Project Management Expert WantedCornestone Building Brands seeks an experienced IT Project Delivery Manager to oversee the delivery of data warehouse projects. The successful candidate will have strong leadership skills, excellent communication abilities, and experience working with Oracle data warehouse and Dell Boomi.Key TasksManage multiple projects...


  • San José, San José, Costa Rica Microsoft A tiempo completo

    Microsoft's vision is to empower every person and every organization on the planet to achieve more. To achieve this, we have created the Microsoft Customer Experience and Success (CEnS) organization, which is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This organization reflects the Microsoft...


  • San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Our Company CultureWe pride ourselves on being a company that values its employees and strives to create a positive work environment. Our office features a modern facility with beautiful views, perfect for those who enjoy a collaborative and relaxed atmosphere.As a Service Delivery Manager, you will be part of a close-knit team that works together to achieve...

  • Transformation Manager

    hace 5 días


    San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    About the RoleWe are seeking an exceptional Transformation Manager to support and deliver several global programs on behalf of Payroll Transformation. The role will involve working on multiple projects across multiple time zones, ensuring structured delivery of each activity to meet customer needs.Key ResponsibilitiesObtaining a strong understanding of...


  • San José, 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...


  • San José, San José, Costa Rica Bairesdev A tiempo completo

    BairesDev is an exciting place to grow professionally, where innovative ideas thrive and people from diverse backgrounds come together to drive success. As a Project Manager on our R&D team, you'll have the opportunity to make a significant impact in shaping our company's future.Company OverviewWe're proud to be a leading software development company in...


  • San José, San José, Costa Rica Oracle A tiempo completo

    Key Responsibilities* Lead a delivery team to provide top-notch customer support and solutions* Ensure adherence to quality guidelines and productivity targets* Develop and execute strategies to drive regional revenue growth and utilization* Collaborate with cross-functional teams to deliver departmental results and improve overall customer satisfaction*...