SDM Manager
Microsoft
Lisbon, Lisbon, Portugal
há 3 dias

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.

Responsibilities

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.

Responsibilities

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

  • Provide product-aligned technical support delivery oversight and manage outsourced day-to-day frontline delivery
  • Maintain overall responsibility for delivery in accordance with defined standards
  • Undertake day-to-day performance mgmt. of delivery partners incl. service level monitoring, and escalate high risk and systemic issues to SSMs
  • Drive issue resolution, reduced customer effort, cost efficacy and policy adherence
  • Manage high priority escalations as appropriate and ensure redirection to CritSit in SE&S where necessary
  • Address tool issues, policy clarifications, and other similar requests
  • Drive consistency and best practice sharing across sites
  • Introduce playbook to new Delivery Partners and validate that all components are implemented reporting, invoicing templates, quality programs meet SOW)
  • Ensure Delivery Partner adheres to SOW requirements, new hire onboarding, billing guidelines, outlier management, call flows
  • Engage internal stakeholders regarding release management plans and work with TAs to ensure operational readiness of frontline advocates
  • Success Measures

  • Improvement in Delivery Partner KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc.
  • as well as adherence to SOW

  • Close working relationship and strong feedback from delivery partners
  • Close collaboration and working relationship with TAs, SSMs and other internal CSS stakeholders
  • 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 :

  • Delivery Partner Leaders
  • Technical Advisors
  • SSMs in RSVP
  • Qualifications

    Language Qualification

    English Language : fluent in reading, writing and speaking.

    Portuguese OR Spanish Language is an advantage

    Skills & Qualifications :

  • Strong global communication skills, and skills in building partnerships with customers and partners. Ability to navigate and influence in a matrixed organization
  • Strong experience, knowledge and understanding of support delivery
  • Demonstrated experience / ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, delivery partner outcomes
  • Demonstrated experience / ability in resolving customer and delivery partner issues, SOW management and building long-term account relationships
  • Account relationship with delivery partners, managing day-to-day delivery and escalations
  • Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
  • Ability to create effective and inclusive relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with delivery partners in a highly diverse team
  • Relevant Bachelor’s degree or experience commensurate with job expectations is 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.

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