Support Delivery Manager - Windows Commercial
Microsoft
San Jose, San José, Costa Rica
hace 2 días

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.

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

  • Identify workloads for end-to-end outsource model, ensure requirements to the Statement of Work & / or rules of engagement are met
  • Manage a remote team / Delivery Partner across multiple countries or Time Zones to drive consistency in the support we provide our Premier and BC customers
  • Partner closely with SDMs and other LOB leads to land operational & quality excellence strategies across our delivery partner sites via our PTAs.
  • Proactively work with BC teams and delivery partners to build & execute our call deflection strategies globally across Windows commercial
  • Responsible for SLA's and overall Customer experience across Windows Commercial Broad Commercial Support
  • Qualifications

    Required Qualifications :

  • Language Qualification - English Language : fluent in reading, writing and speaking.
  • 5 + Years People Management experience in managing large teams of 15+ and remote management OR Operational Management
  • Preferred Qualifications :

  • 5+ years of industry experience with Microsoft Products and Services (preferred)
  • Bachelor’s Degree in Computer Science, Information Systems, Electrical Engineering or equivalent
  • Project Management
  • Strategic Insight
  • Value Selling
  • Confidence
  • Cross-Boundary Collaboration
  • Interpersonal Awareness
  • Impact and Influence
  • Operational and Delivery Excellence
  • 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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