Support 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**:
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
-