Windows Delivery Partner Manager Lead

hace 3 días


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

At Microsoft, we strive to empower every person and organization on the planet to achieve more. Our culture is built on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.

We are committed to creating life-changing innovations that impact billions of lives around the world. As a key member of our Customer Experience and Success organization, you will play a vital role in helping us achieve this mission.

The Apps and Infrastructures group within CEnS includes the Windows line of business. Our commercial customers rely on a mix of Microsoft employees and external delivery partners for Windows support. In this critical role, you will oversee a team of technical specialists responsible for ensuring the success of our delivery partners.

Your team will focus on providing technical mentorship, readiness, and escalation management to our partners. You must be able to operate effectively with all peers, superiors, and subordinates under a collaborative One Microsoft approach.

As a leader in this organization, you will represent Microsoft to our customers and delivery partners, working closely with 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 Windows support line of business and supportability teams.

Key Responsibilities
  • Manage a remote team of technical specialists, focusing on consistency in support delivery to outsourced partners.
  • Oversee operational aspects of outsourced Service Delivery for Windows, emphasizing regional operational effectiveness and customer experience.
  • Partner with Resource Strategy and Vendor Planning relationships across delivery partners for Windows, resolving conflicts when necessary.
  • Contribute to future supplier strategy from a Windows/operational perspective, working with RSVP leadership.
  • Budget accountability for DP relationship, including adherence to invoice sign-off processes and identifying cost savings.
  • Establish regular cadence of meetings to review and drive business forward (monthly reviews, etc.).
Key Performance Indicators and Accountabilities
  • Customer and Partner Experience (CSAT) for Support Incident and Critical Situation cases.
  • Employee Satisfaction, Professional and Technical Readiness, and Performance.
  • Balance Scorecard performance – CSAT, Initial Response, Throughput, and other contractual measures.
  • Customer Experience Framework, global improvement initiatives, Cost per incident.
  • Role model Diversity & Inclusion, Coach, Model-Coach-Care Behaviors.


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