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.
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:
Expected Outcomes
Qualifications
Essential qualities include:
Basic Qualifications:
Preferred Qualifications:
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.
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:
The SDM will build a relationship with our delivery partners (DP) and the APJ CSAM community to drive and deliver on our 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.
Get notifed when new similar jobs are uploaded
Get notified when new jobs are added by Microsoft