CSS Dynamics is part of the CSS DABA Organization providing a range of technical support and business enablement services on Microsoft products/services to Customers, Partners (SMB to Enterprise). Our objective is to provide service and support which wins the loyalty of Microsoft Dynamics customers and partners. In addition, we partner with the Dynamics product teams to support product quality improvement and incident reduction and with the Dynamics field organizations to support Microsoft’s broad sales and marketing goals for the business, demonstrating that CSS is a strategic asset for Microsoft’s Dynamics, Enterprise and SMC business (Financial and Scorecard contribution).
Position is based in Portugal
Responsibilities
• “Customer first” mindset – thinking outside in
• Lead and manage a team of Support Engineers within Support Engineering
• Develop and implement a comprehensive strategy for sustained business impact by providing a first class, industry leading customer experience
• Responsible for ensuring the team delivers the highest levels of customer satisfaction in each support interaction
• Improving productivity, efficiency and effectiveness of the team and business
• Hiring, developing, retaining talent
• Proven locator and attractor of talent
• Coach, mentor, develop team members to drive operational excellence and the overall team transformation at the same time
• Work with other Support Engineering Managers and Readiness Manager on skill development to ensure engineers deliver on value proposition and drive new service offerings
• Contribute to and lead initiatives on LT level to innovate and redesign the way we deliver services and support. Drive change and transformation with the teams.
• Engage and drive stakeholder engagement on regional and global level
• Customer Satisfaction (CPE), customer sentiment and operational KPIs
• MSPOLL Results & Verbatim – Strong people plans & results
• Hiring, developing and managing a high performing team
• Progress against group readiness plans including Technical, Service Management, and Professional skills
• Team utilization
• Agile Resourcing
• Managing to Budgeted cost per head
Qualifications
- 2+ years of related experience on comparable level, but at least 5 years in service functions and leadership roles across services
- People management responsibility for a team of 15+ direct reports and budget responsibility
- Bachelor’s Degree or equivalent experience (Computer science degree)
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.
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