Microsoft Corporation Services Delivery Manager in Los Angeles, California
Come join the new Americas Enhanced Support Services team!
We are seeking a Service Delivery Manager for the Americas Enhanced Support Services team within the Cross Delivery Domain. Preferred candidates will have a strong mix of technical experience and
strategic business acumen. This role requires both broad and deep technology & process knowledge and the ability to provide solution leadership for the Managed Services business both internal to Microsoft as well as external customers.
As a trusted adviser, the Service Delivery Manager (SDM), Enhanced Support Services ensures their customers are making the most of their Support for Mission Critical and Enhanced Application Support delivery plans to drive business value from their IT investments and cloud services as managed by Microsoft. The SDM will be responsible for delivery quality and customer satisfaction and will be involved in structuring, supporting, and overseeing deals from inception to completion, working with other members of Enhanced Support Services as well as field Account and Domain aligned teams.
This role works directly with field resources and customers ensuring an outstanding customer experience. The SDM hired into this position
will maintain a high delivery quality, as well as structure and execute on the problem solving methodology to the agreed budget and service levels.
The SDM manages the delivery and follow-up of designated Enhanced Support Services engagements outlined in the service delivery plan and effectively communicates the realized value of delivered services through Service and Milestone Reviews with the customer.
The SDM is responsible for working with the Account Aligned resources in developing long term strategic customer relationships and growing Enhanced Support Services coverage and ultimately the delivery and communication of its realized value.
The value that the SDM brings to the customer is successful implementation and operation, and hence realization of the full value of Microsoft products.
The value that the SDM brings to Microsoft is increased customer success and satisfaction, value realization of technology and cloud investments, reduced costs, and the awareness needed around product improvements.
The SDM is an overlay role working with Account Aligned TAMs who are focused on long term, relationship based, customer facing services delivery and support role.
The Services Delivery Manager must establish an internal network of
stakeholders (C-level, IT Management, Project Managers) in partnership with Account and Domain aligned resources within their assigned customers to establish an understanding of the current status and the future plans for Microsoft Enhanced Support Services (Support for Mission Critical and Enhanced Application Support) offerings and delivery.
Influences and manages customer expectations Mission Critical and Application Support solutions globally, based on an end-to-end Services Delivery & Support lifecycle for a portfolio of engagements.
Investigates the customer’s long-term business objectives and anticipates future technical needs and leads the work streams to bring customer to that future state.
Recommends, delivers and supports technologies and services that meet current needs, and evolves strategies to adapt to future needs.
Delivers and recommends improvements to the processes to support delivery excellence. This includes onboarding delivery, defining the project calendar and work breakdown structure, and defining deliverable acceptance and reporting procedures.
Onboarding also includes validating scope, conducting project kickoff and
holding Conditions of Satisfaction (COS) discussions with stakeholders.
Tracks the performance of the engagement, the quality of project deliverables and reports on the effectiveness of the engagement against the baseline plan.
Ensures Governance activities occur in line with Account management and quality outcomes.
Identifies opportunities for new Services delivery through existing delivery contacts and relationships developed in additional functional orgs or business units.
Develops and maintains a clear plan and delivery schedule for the various omponents of the Mission Critical and Application Support offerings.
Experience with Mission Critical and Application Support:
10+ years experience in client/customer facing role.
Strong service delivery, time, project and priority management skills.
4 Year Degree or equivalent required, MBA and/or advanced degrees preferred.
Ability to plan for and rise to a range of project and customer challenges.
Experienced in IT operations and technical infrastructure.
Experience with managing critical and complex customer situations or incidents.
Knowledge of the Microsoft technology with solid overview of the Microsoft Enterprise Products and Cloud Services.
Managed Services experience preferred.
Project Management/Prosci Change Management/ ITIL certification is considered as astrong plus.
Strong interpersonal, presentation and communications skills.
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 at https://careers.microsoft.com/us/en/accommodationrequest .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.