Services Delivery Manager at Microsoft

Job Number: 345281
Role type: Individual Contributor
Job Description

• Are you a leader seeking to expand your international experience?
• Do you want to own and manage a business?
• Are you an experienced people and supplier leader ready to coach, develop, and achieve results through other leaders and managers?
• Do you enjoy strategic planning and owning and managing the operational implementation of the plan?
• And do you want to make real impact in a very critical business for Microsoft’s success in the cloud?
• If the answer is YES, then come and help build the best in class technical support organization as a Service Delivery Manager (SDM) for Customer Service and Support (CSS) in our Cloud and Enterprise (C+E) group!

Responsibilities
The C+E Service Delivery Manager (SDM) will be responsible for:

• Coordinating all the activities related to launching a new site in Nigeria, including project management, stakeholder communications and overseeing the implementation of education and recruitment programs defined in partnership with local Universities and Microsoft Partners.
• Coordinate communications efforts related to this initiative across C+E and CSS.
• Orchestrate other activities required to set up a new site in a new country such as legal, tax, HR, Infrastructure and Readiness
• Be a local point of contact for our Outsourcing partner to support them in their process to ramp up the site.
• Once the site is launched, as an SDM you will co-manage the vendor relationship with our support outsourcing vendors located across the globe, responsible for the delivery of technical support for our C+E businesses.
• With the outsourcing partner, the Service Delivery Manager is responsible for the overall business results of a team composed of Support Engineers, Technical Leads, Technical Support Leads, and Managers who provide phone and web based technical support for the CSS business.

Requirements/Qualifications

• The ideal candidate will have 3 to 5 years of experience in business development, marketing and program management role.
• He or she must also have the ability for a great degree of cross-group collaboration, leadership by influence, confidence, and great interpersonal awareness.
• Ideally he or she possesses an understanding of the legal requirements of managing vendor relationships.
• The successful candidate will have the ability to analyze business trends, plan and budget initiatives, organize teams for success, and motivate teams and individuals while managing remotely.
• Education: A BS or MS degree in Business or Scientific discipline
• Language: Strong verbal and written English language skills required.

Qualifications/competencies:
Communication:

• Represent Microsoft and communicate with corporate and internal customers via telephone, email, or other electronic means, regarding technically complex issues with Microsoft software products.
• Be able to logically and accurate communicate to various levels (Engineers to Business Owner and Executive).
• Lead and recovery situations with customers.

Project Management:

• Ability to coordinate activities across multiple stakeholders to achieve project milestones

Customer focus:

• Ability to put customer first, lead and prioritize work to deliver great customer experiences.
• Maintains focus on the customer experience when balancing short- and long-term decisions.

Collaboration:

• Communicates with individuals from other teams or organizations and listens carefully to how they perceive mutual issues or opportunities

Influence for impact:

• Listens for the priorities and concerns of others, and acknowledges differing perspectives.

Adaptability:

• Actively seeks information and tests assumptions; shifts his or her approach in response to the demands of a changing situation.

Judgment:

• Scopes problems by identifying key issues, inputs, stakeholders, and outcomes.

Creative Problem Solving:

• Solves abstract problems by considering the environment and applying original thought.

Drive for results:

• Sets clear and challenging goals for a portfolio of work, and pursues them with enthusiasm and passion.