Microsoft Services provides advisory, consulting and lifecycle support services for Microsoft’s Enterprise customers. We are dedicated to delivering on Microsoft’s mission to empower every person and every organization on the planet to achieve more.  Our advisory and consulting service lines engage with our customers to drive their digital transformation leveraging Microsoft’s product family, and support adoption and value capture for these customers from Microsoft’s newest products.  Our support service line works with customers from early adoption of Microsoft technology through end of life to ensure satisfaction with their Microsoft investment.    

As a WW organization, Enterprise Support manages the global P&L for worldwide support business, representing nearly $4B USD in revenue and operating in 100+ countries with 13,000+ customers. This includes managing the strategy and design of Enterprise Support offers and business models, driving global GTM approach, determining the delivery and resource approach to best deliver against the support promise, managing account-aligned delivery performance, and ensuring continued deliverance of outstanding customer and P&L outcomes. 

Responsibilities

Microsoft is currently looking for an experienced Support Delivery Executive Manager, who is effective working with both senior and operational customer stakeholders to drive a range of outcomes across strategy, design deployment, operations and end user adoption.    

The Services Practice Leader (SPL) is a Services Leadership role, in Enterprise Support Delivery, that is responsible for leading a delivery organization (Consulting & Support offerings) of service professionals ensuring profitable & sustained high-quality delivery of services to customers. The SPL Optimizes business capability in line with Microsoft Services and Enterprise Support goals and is accountable for the Microsoft Leadership roles at the customer.

The SPL drives business strategy & financials whilst being aligned to customer objectives. The SPL focuses organizations’ priorities on Support & Delivery Management including customer satisfaction, capacity management/workforce planning, deal proposals, quality pursuits and quality delivery.

This role will be the single point of accountability for the customer on support service delivery quality. The Support Delivery Executive holds responsibility for lifecycle delivery of these services from initiation to retirement. 

This role is accountable for driving customer satisfaction through the effective management of multiple programs of work. 

This is your opportunity to work with leading edge technologies and solve complex IT and business challenges on the Microsoft platform to drive significant Azure consumption.  You will be accountable for leading the end to end support team including functions in the CSU, CSS, EGs and Enterprise Support.  You will be accountable for end-to-end Support Service Delivery Management with a focus on promoting and driving the adoption of cloud based solutions with one of the largest retailers in the world. 

Qualifications

You will demonstrate a complete understanding of their client's and Microsoft's business challenges and priorities and deliver high-quality services and support to meet client expectations. You achieve high client satisfaction by building effective relationships with client management and executives. And you promote an environment of growth and innovation that proactively delivers client value.  You will lead the architecture of the end to end Global Delivery Leadership. 

This is a new role The ideal candidate will have proven experience of outsourcing delivery management experience is critical for the success of this role.  This person will manage all of the non sales resources at the customer, including the customer support, engineering and operations teams to ensure seamless support.   

• Demonstrated knowledge of their customers strategy, objectives, critical success factors, competition, and industry trends to ensure quality delivery of services. 
• Be the primary focal point and owner for all activities on a large complex contract. Accountable for meeting revenue, profit, and growth objectives and for improving overall customer satisfaction targets. Responsible to build and maintain strong client relationships at all levels with the objective of being a trusted business partner. Proactively works with client to identify their business objectives, priorities and directions, critical success factors and applies this knowledge to establish and implement an Account delivery Strategy. 
• Empowered to management and direct services across organizations on behalf of customer experience and contractual requirements 
• Communicating with upper management to develop strategic program and project goals. 
• Developing strategic long-range plans to achieve strategic objectives 
• Implemented customer satisfaction programs to ensure services were on a continuous improvement plan. 
• ·Leads team to deliver successful solutions/deal proposals & ensures business value whilst maintaining high (internal/external) customer/partner satisfaction. · Ensure the Business meets organizational SLA’s to increase deal velocity and deal quality. 
• Monitoring and managing performance metrics. 
• Led the account team to reduce cycle time, eliminate defects, and improve time and quality of delivery. 
• Applied knowledge to the delivery of services in support of the client's environment. 
• Successfully managed overall cost, schedule, and service deliverables 
• Understand dynamics of the client's political and cultural environment to create a mutually beneficial relationship with the client's executives to grow the account. Proactively works with the client to understand all priorities, define future business plans and translate these plans into tactical plans that include forecasting resources, priorities and costs. Ensure Delivery manages all deliverables that support the client's business with a focus on delivering on every commitment made to the client. Lead and own all contract commitments / crises and responsibilities of all parties, including subcontractors and partners.  
• Has applied knowledge of Project Management methodologies, processes and tools. 

The ideal candidate will have the following qualities:  

• Attracts, develops and retains talent. Recognizes team members’ strengths, aligned to capability needs, resulting in strong delivery results. Facilitate an environment of inclusion that leverages diverse perspectives and talent, to better represent and understand our global customers. 
• Creates a culture of customer engagement and leads team to deliver successful customer engagements. 
• People management experience. 
• Deep knowledge of the Microsoft business model, roles, processes and tools; MCS business knowledge strongly preferred. 
• Ability to work and create structure in complex, matrix and ambiguous situations and respond flexibly in time sensitive situations. 
• Strong end to end thinking with process orientation; ability to develop enterprise-wide solutions. 
• Strong program and project management skills: ability to drive in an environment where there are multiple strategic projects underway.  
• Strong relationship building skills to support the wide range of stakeholder connections they will need to make. 
• Ability to develop strategic frameworks, as well as translate key themes and tactics into understandable, executable components and messages for broad consumption. 
• Well-honed written, verbal and creative communication skills, including ability to translate insight into content, create slide or written presentations, create overall communication plans 
• Conflict / Negotiation management - demonstrated influencing skills. 
• High energy and a “can do” attitude. Ability to motivate self and others. 
• Internal and external negotiations experience with ability to work across organizational boundaries to build alignment.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work