Microsoft India Pvt Ltd. Looking for Supplier Delivery Management M4 at Bengaluru/ Bangalore Full Time

Job Description

Role details

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Manage a team of PTAs, based in India, largely supporting the Americas time zone to drive consistency in the support we provide our outsourced delivery partners (“DP”)

Work US business hours (EST)

Also, within the next 12 months – to either be part of an occasional weekend shift, or have an alternative working pattern including a regular Saturday or Sunday

Within the Microsoft Customer Experience and Success (CEnS) organisation, the Apps and Infrastructure group includes the Windows line of business. Windows support for our commercial customers is provided by a mix of our Microsoft employees and external delivery partners. The delivery partners received technical assistance and expertise from our Partner Technical Advisors (“PTA”) who in report to a Service Delivery Manager, which is this role.

The SDM Manager is a people manager role, accountable for a team of individual contributors focused on Delivery Partner success. The Partner Technical Advisors (PTA) provides technical mentorship, readiness and escalation management to Delivery Partners.

You must also be able to operate effectively with all peers, superiors and subordinates under a collaborative One Microsoft approach. Our Partner Technical Advisors empower our vendors to do whats right for our customers, drive deep collaboration with internal Escalation teams & supportability teams.

This role is flexible in that you can work up to 50 PERCENT from home.

Microsofts 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.

Responsibilities

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Responsibilities
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People Management
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
Model – Live our culture; Embody our values; Practice our leadership principles.
Coach – Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
Care – Attract and retain great people; Know each individuals capabilities and aspirations; Invest in the growth of others.

Operationalizing Line of Business (LOB) Needs
Ensures team adheres to guidelines and protocols regarding service delivery standards by monitoring team progress and implementing improvement targets, as necessary. Understands when resources need to be increased or decreased depending on the type of work coming in. Manages Partner Technical Advisors (PTAs), Support Delivery Manager individual contributors (SDM ICs), and delivery to coordinate Operational performance across the key Delivery Partner Management interface roles (e.g., Support Delivery Management, Partner Technical Advisor). Drives improvements to processes to support delivery excellence, by onboarding delivery, defining the project calendar and work breakdown structure, and reporting procedures. Drives overall budget accountability for Delivery partner relationships, including adhering to budget and payment plans and identifying cost savings.

Delivery Partner Management
Collaborates with procurement teams responsible for delivery partner (DP) contract administration. Leads, builds, and executes on delivery partner strategies globally by providing guidance and leadership to the Global Forums team. Leads a team of Support Delivery Manager individual contributors (SDM ICs) and/or Partner Technical Advisors (PTAs) by setting and communicating team and individual goals, communicating delivery partner management strategy, and enabling stakeholder engagement. Recommends, delivers, and supports technologies and services that meet current needs, and evolves strategies to adapt to future needs. Develops business requirement documents (BRDs) to understands when new work is coming in, what it looks like, and that it remains current.

Workflow Management
Manages and develops team by supporting, coaching, and enabling team to drive delivery excellence through customer satisfaction activities and behaviors. Ensures delivery partners are held accountable for what they are committed to (e.g., from a resource perspective). Drives efficiencies to help delivery partners (DPs) and ensures that efficiency gains are optimized (e.g., “How do they get more from the head count they have rather than asking for more headcount?”). Instills Customer Experience Framework (CXF) culture in DPs. Builds and drives go-to-green plans and holds others accountable in the process.

Escalation Management
Drives issue resolution, reduced customer effort, cost efficacy and policy adherence. Manages high-priority escalations as appropriate. Responds to escalated customer cases in a timely manner, ensuring appropriate resources are assigned. Engages directly with escalation teams and ensures robust status communication. When escalations are necessary, ensures delivery partner(s) understands mistakes and drives it holistically to ensure problem doesn’t recur in the future.

Other
Embody our culture and values

Qualifications

Qualifications
Required/Minimum Qualifications
3 years managing outsource vendors, direct customer support experience, program management, and/or support management experience
o OR equivalent experience.

Additional or Preferred Qualifications
Bachelors Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership, or relevant degree AND 5 years managing outsource vendors, direct customer support experience, program management, and/or support management experience
o OR equivalent experience.
3 years people management experience.

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.