Supplier Delivery Management M4

Job Description

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.Core Responsibilities:Manage a remote team of PTA s supporting the EMEA & AMER time zones to drive consistency in the support we provide our outsourced delivery partners. Oversee the operational aspects of outsourced Service Delivery for an entire LOB/ significant portion of a LOB with emphasis on Regional operational effectiveness and impact on Customer Experience and cost of delivery. Actively partner with the RSVP SSM relationships across DPs for this LOB - help resolve conflict where necessary. Work with RSVP SSM leadership to contribute to future supplier Strategy from a LOB/ Operational perspective. Point of escalation to DP for SDM and/or PTA activity. Overall budget accountability for DP relationship (including adherence to invoice sign-off per process in SOW and identifying cost savings). Ensure a regular cadence of meetings to review and drive the business is established (WBR, QBR etc.) Core KPIs and Accountabilities. Customer and Partner Experience (CSAT) for Support Incident and Critical Situation (CritSit) cases. Employee Satisfaction (WHI), Professional and Technical Readiness and Performance. Balanced scorecard performance - CSAT, Initial Response, MTTR, Throughput, Community engagement. Customer Experience Framework, global improvement initiatives, Cost per incident. Role model Diversity & Inclusion, Coach, Model-Coach-Care Behaviors., 3+ years of related experience in a Global Technical Support Center or customer service industry, regional operations, product support, technical support, IT Admin support, consulting, systems, or product development. 3+ years in a customer facing service role. Resume / CV includes relevant examples of operational or delivery excellence with positive impact on Customer experience.Preferred:L3+ Years People Management experience in managing local and remote employees. Bachelor s degree, advanced degrees. MS Cloud based Technical certifications. Lived and worked in multiple geographies. Lean six-sigma / quality management experience. PMI certification and / or Prosci change 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.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keyskills :
quality managementrole modelpeople managementsix sigmasupport centerproduct supportcustomer service