Supply Delivery Manager

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.