Overview:

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

As a Senior Support Delivery Management Manager, you will lead a team of individual contributors who focus on the readiness and operational performance of Delivery Partner (DP, aka Supplier) support organizations. The Delivery Partners provide frontline technical support across Microsoft products and programs, often from different geographic sites. Your job is to enable your team to deliver a great customer experience through the Delivery Partners – involving a number of operational and strategic aspects all while adhering to delivery standards and line of business needs. You will coordinate with numerous stakeholders both within Microsoft, and at the Delivery Partner vendors. The role has people management responsibilities including driving employee growth and development, executing projects, and managing performance. This role enables and promotes career growth through development of deep technology industry knowledge and becoming adept at building and leading diverse teams.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

• Responsibilities- People Management: You will deliver success through team empowerment and accountability by practicing management excellence principles like model, coach, care. You will enable the individuals on your team to operate in the service delivery details by helping unblock, make connections, facilitate, address escalations, support team and individual growth.
• Operationalizing Line of Business (LOB) Needs: Ensure adherence to service delivery standards by monitoring team progress and implementing improvements.
• Manage Partner Technical Advisors (PTAs) and Supplier Delivery Manager individual contributors (SDM ICs).
• Drive process improvements, faster issue resolution, and budget accountability for delivery partner relationships.
• Delivery Partner Management: Collaborate on delivery partner (DP) contract administration and provide guidance and leadership for global delivery partner strategies and set goals, communicate strategy, and oversee operational expenditures.
• Workflow Management: Support your team in driving delivery excellence through customer satisfaction and hold delivery partners accountable and optimize efficiency gains and instill Customer Experience Framework (CXF) culture.
• Escalation Management: Drive issue resolution, manage escalations, and ensure robust communication and coach delivery partners during escalations and proactively identify themes.

Qualifications:

Required Qualifications:

• Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Engineering, or Business Leadership, or relevant degree AND 4+ years of managing outsource vendors, direct customer support experience, program management, and/or support management experience
  o OR equivalent experience

Language Qualifications:

• Japanese Language: fluent in reading, writing and speaking.
• English Language: confident in reading and writing; moderate spoken English skills

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.