Supplier Delivery Management
Job Summary
Job Description
- Strong communication & influencing skills
- BPO contract management & service delivery experience
- Experience managing global multi-site operations
- Ability to handle critical escalations
- Change management understanding
- Prosci certification
- MBA
- Project/Program management skills
10 skills required
Job Details
Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Supplier Delivery Manager (SDM) Partners closely with Line of Business (LOB) and Support Supplier Management leads to land operational and quality excellence strategies across delivery partner sites. Coordinates operational and LOB-specific communication between delivery partners and internal stakeholders by providing strategic input and guidance on how to improve efficiencies, recommendations on bringing on new delivery partners, and improving synergy between existing delivery partners. Sets strategy on how to improve workflows to make them more simplified, cost-effective, and efficient. Assumes ownership of and resolves escalations within their customers by providing clear summaries and recommendations when escalations need to continue above their level.
Supplier Delivery Manager (SDM) Partners closely with Line of Business (LOB) and Support Supplier Management leads to land operational and quality excellence strategies across delivery partner sites. Coordinates operational and LOB-specific communication between delivery partners and internal stakeholders by providing strategic input and guidance on how to improve efficiencies, recommendations on bringing on new delivery partners, and improving synergy between existing delivery partners. Sets strategy on how to improve workflows to make them more simplified, cost-effective, and efficient. Assumes ownership of and resolves escalations within their customers by providing clear summaries and recommendations when escalations need to continue above their level.
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Essential qualities include:
• Comfortable working remotely within a highly matrix-driven multinational organization, exhibiting solid organizational, communication, and negotiation skills, and have both a strong customer focus and a working knowledge of operational delivery.
• Strong communication and influencing skills - person needs to be able to manage the partner outsourced delivery and expectations
• Strong business knowledge and ability to set clear expectations for the partner based around business outcomes within a global multi-site operation
• Proven experience of influencing other organizations where their support is critical to success
• Ability to work across groups managing individuals both directly and indirectly to achieve a common goal
• A good understanding of change management, the importance of it, approaches, key tasks and timelines
• Ability to thrive in a fast-paced multinational environment working across multiple lines of business
• Very strong team player with excellent interpersonal skills.
Role and Responsibilities:
- Ability to thrive in dynamic environments, embracing change with a positive mindset, and remain composed and effective when navigating ambiguity or shifting priorities.
- Provide time zone/global alignment delivery quality oversight of the Deliver Partner model for outsourced CSS/ACT/GCM services.
- Provide input in preparation of MDRs/QBRs as needed and orchestrate appropriate transition and delivery review check points.
- Manage oversight of operational related escalations and drive delivery partner accountability to root cause analysis, working with the delivery partner(s) to implement formal corrective actions.
- Provide guidance, feedback, and leadership to drive the delivery partner(s) to achieve continuous improvement on all operational, quality, and satisfaction metrics.
- Agree and monitor appropriate corrective action plans and deal with any time zone/global service escalations.
- Ensure SOPs are in place and executed in consistence with global processes and best practices.
- Assist in arranging and conducting outsourced compliance audits to ensure delivery partner(s) is meeting contractual requirements.
- Collaborate with delivery partner(s) to identify opportunities for efficiency gains within the service delivery model and bring them to fulfillment.
- Collect and utilize time zone/global insights on service delivery to drive maximum delivery partner utilization while finding opportunities for delivery partner efficiency gains/or cost reduction.
Expected Outcomes
- Manager delivery partner(s) SLAs and KPIs meet/exceed targets and value-add capability is fully optimized.
- Ensure that delivery partner(s) business continuity and capacity in place to meet CSS/ACT/GCM objectives. (Business Continuity Planning (BCP))
- Ensure commercial and contractual compliance is maintained.
- Delivery Partner(s) is held accountable for delivery quality and performance.
- Ensure lessons learned and best practices are optimized for global impact via centralized headquarters processes and tracking systems.
- Commercial accuracy, including all purchase orders and invoices, are on time, accurate and compliant to policies / best practice and terms agreed with the partner.
- Compliance adherence to the managed service outsourced policy.
- Full continuity of business during any service lifecycle changes and risks are communicated, managed and mitigated as appropriate.
Qualifications
Essential qualities include:
- Strong communication and influencing skills - a person needs to be able to manage the partner(s) BPO delivery and expectations.
- Strong ability to handle critical escalations from both customers and field partners.
- Executive level communication skills and experience to ensure proper handling of messaging for all support delivery needs.
- Strong business knowledge and ability to set clear expectations for the partner(s) based around business outcomes within a global multi-site operation.
- Proven experience of influencing other organizations where their support is critical to success.
- Ability to work across groups managing individuals both directly and indirectly to achieve a common goal.
- A good understanding of change management, the importance of it, approaches, key tasks and timelines
- Ability to thrive in a fast-paced multinational environment working across multiple lines of business.
- Very strong team player with excellent interpersonal skills.
- Operational experience in negotiating, developing and managing BPO contracts ideally on an international basis.
Basic Qualifications:
- Bachelor’s degree or equivalent work experience
- A minimum of +10 years of accumulated outsourcing management experience supporting a delivery business - must have both contract management and service delivery related experience.
Preferred Qualifications:
- Strong project / program management skills
- Change Management experience (Prosci certification) is a plus.
- Excellent verbal and written communications skills
- Track record of negotiation and management of BPO contracts.
- Able to work across cultures effectively, valuing diversity within virtual teams.
- Working knowledge of international business practices
- Proficient in the use of Microsoft Office (PowerBI, PowerPoint, Word, Excel, Visio, Project) products
- MBA is a plus.
- Travel up to 25% globally may be required.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Responsibilities
Operationalizing Line of Business (LOB) Needs
Manages multiple business and delivery partners (DPs) covering multiple locations at a large scale. Sets the rhythm, training, and readiness of resources to ensure delivery partner is prepared and ready. Ensures delivery partners are delivering on contractual agreements, agreed upon metrics, and are supplied appropriately at a regional or global level. Drives go-to-green plans by developing, implementing, and tracking project plans. Takes and creates initiatives in setting strategy, building programs to better organizational processes, and driving them at a global scale. Partners closely with Supplier Delivery Management (SDMs) and other Line of Business (LOB) leads to land operational and quality excellence strategies across delivery partner sites via Partner Technical Advisors (PTAs). Ensures payment models are accurate and project plans remain within budget. Continuously working with Delivery Partners on business opportunities through partnership to improve on CSAT and ASAT. Works with businesses to understand forecast, volume needs, and executes across the different partners.
Delivery Partner Management
Tracks, measures, reports, and evaluates global delivery partner performance. Ensures delivery partner (DP) adheres to statements of work (SOW) requirements (e.g., new-hire onboarding, billing guidelines, outlier management, call flows) across multiple delivery partners and/or lines of business (LOBs). Proactively coordinates communication and collaboration between delivery partner and internal stakeholders by providing strategic input and guidance on how to improve efficiencies, providing recommendations on bringing on new delivery partners, and improving synergy between existing delivery partners. Ensures contingency plans are in place and helps delivery partners execute when and/or if necessary. Ensures DPs follow the latest case management standards and frameworks to deliver consistent customer-facing processes that result in expected customer outcomes and KPIs for Delivery Partners. Examines operational expenditures, like monthly invoicing and NRCs (non-recurring costs).
Workflow Management
Makes proactive recommendations and builds workflows for the development and continuous improvement of the execution strategies. Sets strategy and thinks outside of the box on how to improve workflows to make them more simplified, cost effective, and efficient.
Escalation Management
Monitors, collaborates, and provides input with technical groups and business owners to proactively identify, diagnose, and reduce customer quality issues before they become actual problems. Manages high priority escalations, as appropriate, and ensures redirection to Critical Situation team(s) where necessary. Assumes ownership of and resolves escalations within their customers by providing clear summaries and recommendations when escalations need to continue above their level. Flags themes across issues and holds others accountable for providing solutions to fix issues (e.g., supportability, escalations) before customers experience them. Maintains a holistic perspective to ensure team is ready and prepared for team and organization.
The SDM provides high-level relationship management with both our DPs and our Customer Success Account Manager (CSAM) communities, acting as the DP liaison for the execution of outsourced support. Along with:
- Maintaining DP communication relevant to outsourced contract delivery, key performance indicators (KPI), service level agreements (SLA) and the overall management of the delivery partner relationship.
- Resolve issues and ensures DPs have the appropriate resources needed to effectively execute against the outsourced contract.
- Engages with the CSAM community to manage field elevations and escalations related to the delivery of services.
- Manages the DP contracts to meet operational objectives and key results (OKR).
- Collaborates with DPs and the FTE delivery teams to execute contract terms and conditions and to ensure high quality delivery of Microsoft outsourced business.
The SDM will build a relationship with our delivery partners (DP) and the APJ CSAM community to drive and deliver on our goals.
- To create a customer-centric culture completely focused on making our customers successful.
- To guide our customers to better deploy, adopt, and get real business value from their investment in Microsoft.
- To help grow our cloud business through continuous cross-sell & upsell to increase lifetime value and extend the customer lifecycle.
- To better understand and respond to our customers’ issues, ensuring they are satisfied as they achieve their goals.
In this role as the SDM you will be accountable for overseeing performance management, operational capacity, and quality of service delivery via the outsourced model. You will report to the Global Services Delivery Lead and partner with other time zone aligned resources to drive delivery partner accountability and realization of their full value. Our delivery partner’s success is our success!
You will oversee the full outsourced lifecycle of all in-scope outsourced services and processes for CSS/ACT/GCM as well as the overall time zone/regional aligned and global delivery partner performance of BPO services. You will have full responsibility for overseeing the operations of by leveraging business rhythms, data driven metrics, and agreed change management processes. This includes responsibility for ensuring customer satisfaction is not compromised, customer experience is our number one priority, and that cost/benefit impacts are carefully evaluated for all of our CSS/ACT/GCM delivery partners. The role will not be located on-site with the delivery partner thus maintaining clear segregation of duties and ensuring the partner accountability.
A successful candidate should be comfortable working remotely within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and delegation skills. The role will require someone who is capable of influencing others to deliver impact. The ideal candidate will also have working knowledge of BPO (outsourced compliance) management, a background in customer support, a strong customer experience focus, a working knowledge of operational delivery, and a strong sense of competitive urgency.
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