Services Delivery Manager

Bangalore, KA, India

Enterprise Service Delivery Managers (SDMs) develop forward-looking strategy for improving the vendor’s team, business, and the overall organization’s performance. The manager will be responsible for their business’ overall success in driving customer and partner experience, responsiveness, readiness, and organizational health. The ideal candidate will have 3-5yrs years’ experience as a manager of phone-based technical support services. He or she must also have the ability for a great degree of cross-group collaboration, leadership by influence, and ideally possess 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.

Responsibilities

The SDM will manage the vendor relationship with our Enterprise Support outsource vendors located in India. At our Enterprise vendor, the Service Delivery Manager is responsible for the overall business results of 100-200 Support Engineers, Technical Leads, Technical Support Leads, and Managers who provide phone and email based technical support for Dynamics CRM and ERP customers and represents significant part of the overall Enterprise Support business in the region.
The SDM will interface with and influence all front-line managers, middle management, and some senior management at the vendor level (for ex. Vice President , CEO), and will need proven ability to build successful positive partnerships.
The SDM will be responsible for keeping key stakeholders in the CSS business advised of the support provided, budget status, and any issues that may negatively impact on the level of service to our customers. She or he may occasionally be in direct contact with customers in order to determine how better support can be provided. In this position exceptional verbal and written communications skills are required.
Proven track record in risk management, problem resolution, team building, negotiation, leading by influence, able to work with ambiguity, project management, and decision-making skills desired.
Enterprise Service Delivery Managers (SDMs) develop forward-looking strategy for improving the vendor’s team, business, and the overall organization’s performance. The SDM will be responsible for their business’ overall success in driving customer and partner experience, responsiveness, readiness, and organizational health.
Occasionally be in direct contact with customers in order to determine how better support can be provided. This position requires travel.
 
Below are some responsibilities explained:
 
•Supplier/Vendor Management - Interface with and influence supplier staff at all levels and build a positive relationship
•Business/Operation/Reviews – Hold supplier accountable to excellence in delivery and to meet and exceed business scorecard targets.  Drive operational excellence, collaboration, process compliance and enable supplier by providing support for tool/reporting
•Financials – Regularly review/update supplier SOW to maintain consistency/relevance based on business dynamics. Approve monthly invoices on time and work with GPG for any shortcomings. Drive corrective action plan at supplier end based on results delivered
•Supplier Readiness - Define the readiness framework and resource requirements for different technologies and levels and work with TAs to drive readiness improvements of SEs and TLs at supplier
•Resource Management - Work with the BOM team to conduct headcount forecasting and work with suppliers to hire qualified staff and manage their performance. Track HC gap w.r.t to approved heads and review attrition/back-fill plan with supplier
•Biz Management/Stakeholder/Initiatives – As a Business Owner, interface with internal management teams regularly as well as other SDMs and managers in all delivery regions and represent the business in several forums and cross cluster initiatives
•LOB Scorecard Ownership - Attain team/group/cluster/regional KPI Goals by working closely with Suppliers, Support Managers and Technical Advisors

Qualifications

Required Qualifications:

  • At least 2 years experience in product support, technical support, technical delivery, IT Admin support, Consulting, systems development, product development, or customer support
  • At least 2 years of experience leading, mentoring, training, and developing people
  • A minimum of one year experience in project management

 

Other Qualifications Desired:

  • Should have demonstrated People Leadership Skills, preferably in the past and definitely at Microsoft - helping others realize their full potential while achieving business results
  • Strong Customer Service skills
  • Knowledge of Microsoft technologies particularly Dynamics CRM or ERP
  • Advanced communication and problem solving skills
  • Should have worked in a global environment
  • Prior vendor management / program management experience would be desirable

 

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 every two years. 

 

 

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.

 

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