Microsoft Corporation CEE Consumption / Premier Excellence lead in Warsaw, Poland
Do you have experience in Premier Support, driving Cloud engagements with a focus on results and true dedication to customer satisfaction and continuous improvement? Are you experienced in collaborating and impact through influence?
If so, the Consumption / Premier Excellence lead, CEE Services role is a unique career opportunity for you.
The Consumption / Premier Excellence lead is responsible for guiding a delivery organization of service professionals, ensuring the focus on our Cloud technologies and the high-quality delivery of services to customers. Optimizes Account Aligned organizational capability in line with Enterprise Services goals; Partners with other Microsoft Leadership roles; Services Delivery, Service Centre, EOU, M&O etc. Drives Account Aligned strategy whilst being aligned to customer and Area objectives. Focuses organizations’ priorities on Account & Delivery Management including cloud adoption and usage, governance, customer satisfaction and executive relationships, change leadership, and business outcomes.
Specifically, your job will be to orchestrate team of Support Practice Leaders (SPL), Delivery Management Managers (DMM) and Technical Account Managers (TAMs) across CEE Services organisation to execute on Cloud consumption, Premier/Support delivery and Governance, to achieve high levels of customer satisfaction, and value realization of Premier support contracts and Cloud services. Him/Her will be closely integrating with the WW and Area teams plus the 7 Subsidiaries ( Greece, Romania, Russia, Multicountry EU , Poland, Czech & Slovakia, and Hungary ). The Consumption / Premier excellence lead will report into CEE Services Practice Lead (SPL) and will be key member of his/her AAD Leadership team.
Leading (Premier) Delivery Excellence - Consistently manages areas of fiscal responsibility (Support Sold Margin, TAM Billable Utilization, Support Net revenue etc.), staying within efficiency targets (Premier Net efficiency, SDP Planning, MIP Delivery, MIP Reuse etc.) and effectively managing resources to achieve and Support goals and KPIs through regular rhythm of business. Achieves & frequently surpasses personal & team goals from quarter to quarter. Leads team to deliver successful governance.
Consumption – Leads Consumption motion in CEE Services to ensure Cloud Services are being deployed, onboarded and used and value being realized by our customers. Leads and owns a consistent rhythm with CEE TAM Community, Cloud Champ Community through Subsidiary Cloud plans. Accountable for Cloud metrics (ACR, M365 AU, ACA, OCA) both at Area and Subsidiary level.
Leadership and Leading Change - Leads, communicates, coaches, and mentors practice through relevant change initiatives especially focused on modern support delivery experience (Unified Support, Remote Delivery, Service Center, Cloud Competence Center) Is competent in core change-management methods and techniques. Delivers proactive change management plans leading business transformation and evolution through IP reuse and WW offerings
Cross-group collaboration: Deep collaboration and effective communication with key stakeholders at Area and Subsidiary level: CEE Services Leadership team, Subsidiary Service Practices Leads (SPL), WW Consumption Leads, EMEA Service Centre – CEE Business Excellence Partner, WW Delivery Excellence, CEE Cloud Business Groups (BG) Leads, CEE EOU etc.
Delivery Results through Teamwork - Leads organizational effectiveness, quality, timeliness & cost-effectiveness of customer & internal deliverables through 1:1s, feedback, coaching & mentoring. Leverages TAM Community team to drive opportunities for additional Enterprise Services delivery through timely and accurate presales support
Bachelors or Master’s degree preferred
Minimum of 5 years of Support/Premier experience with a major technology or service provider
Strong executive presence and demonstrated ability to build, extend, and maintain senior relationships
Consistent record of delivering business value at an executive level, by bringing the benefits of technology to transform their business
Exceptional communication, team building and mentoring skills
Proven capability to deliver strong transformational programs in a changing business
Continual focus on improvement and an outcome-based approach to solving challenges and driving excellence
Ability to encourage teamwork and collaboration in the team, and across organizational boundaries
Leadership and strong people management ability
Reputation for exceptional character, aligned with Microsoft culture and values – leadership, growth mindset, customer obsession, diversity and inclusion, integrity and honesty, accountability, passion, open and respectful, and one who strives for excellence
Fluent in English
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.
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