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.
Support Delivery Managers (SDM) own the operational aspects of Delivery Partner (DP) driven support delivery for a single Microsoft product or program across multiple Delivery Partner sites.
The role will also encompass driving the continuous improvement plan to support operational needs, cost efficiency and improved customer experience with implementation of innovative initiatives / projects.
They act as a point of contact for the supplier to Microsoft regarding Readiness, Launch, Quality and Training.
The ideal candidates must have a strong customer mindset, service delivery management experience and have a passion for driving support delivery to high, defined standards.
He / she must be able to drive issue resolution with outsourced delivery partners and manage high priority escalations, as appropriate.
This person will act as delivery oversight for delivery partners and will drive strategies for improved issue handling consistency and efficiency.
Core Responsibilities :
Delivery Oversight for Outsourced Delivery Partners
as well as adherence to SOW
Stakeholders & Partnerships :
To be successful in this role, the SDM must have effective relationships / partnerships with key stakeholders in the CSS organization, including but not limited to :
English Language : fluent in reading, writing and speaking.
Portuguese OR Spanish Language is an advantage
Skills & 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.