Overview

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.

The Global Crisis Management (GCM) team within Advocacy and Customer Trust (ACT) organization is looking for an experienced and highly motivated Senior Supplier Delivery Manager (SDM). The SDM will operate with a passion for partnership, overseeing the GCM relationship with our Delivery Partners (DP) whom we have outsourced services to for Microsoft.

The Supplier Delivery Manager (SDM) owns the relationship with the Delivery Partners (DP) within their time zone and for the delivered service. The SDM is primarily responsible for contractual partnership, operational, financial, and strategic management of delivery partners, ensuring business objectives and service standards are met. This role is deeply involved in resource planning, performance management, crisis response and holding Delivery Partners (DP) accountable for meeting contractual and compliance requirements. This function is essential to minimizing Microsoft risk associated with outsourced delivery compliance violations.

Responsibilities

• Partner with the Partner Technical Advisory (PTA) role within Operations Management to ensure run-state business management is taking place for all delivery.

• Provide time zone/global alignment delivery quality oversight of the Deliver Partner model for outsourced GCM services.

• Provide input in preparation of MDRs/QBRs as needed and orchestrate appropriate transition and delivery review check points.

• Manage oversight of operational related escalations and drive delivery partner accountability to root cause analysis, working with the delivery partner(s) to implement formal corrective actions.

• Provide guidance, feedback, and leadership to drive the delivery partner(s) to achieve continuous improvement on all operational, quality, and satisfaction metrics.

• Agree and monitor appropriate corrective action plans and deal with any time zone/global service escalations.

• Ensure SOPs are in place and executed in consistence with global processes and best practices.

• Assist in arranging and conducting outsourced compliance audits to ensure delivery partner(s) is meeting contractual requirement.

• Collaborate with delivery partner(s) to identify opportunities for efficiency gains within the service delivery model and bring them to fulfillment.

• Collect and utilize time zone/global insights on service delivery to drive maximum delivery partner utilization while finding opportunities for delivery partner efficiency gains/or cost reduction.

Expected Outcomes

• Manager delivery partner(s) SLAs and KPIs meet/exceed targets and value-add capability is fully optimized.

• Ensure that delivery partner(s) business continuity and capacity in place to meet CCSE objectives. (Business Continuity Planning (BCP))

• Ensure commercial and contractual compliance is maintained.

• Delivery Partner(s) is held accountable for delivery quality and performance.

• Ensure lessons learned and best practices are optimized for global impact via centralized headquarters processes and tracking systems.

• Commercial accuracy, including all purchase orders and invoices are on time, accurate and compliant to policies / best practice and terms agreed with the partner.

• Compliance adherence to the managed service outsourced policy.

• Full continuity of business during any service lifecycle changes and risks are communicated, managed and mitigated as appropriate.

Qualifications Required Qualifications:

Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Engineering, or Business Leadership, or relevant degree AND 6+ years of managing outsource vendors, direct customer support experience, program management, and/or support management experience
o OR equivalent experience

Preferred Qualifications / Differentiators

• Strong project / program management skills
• Operational experience in negotiating, developing and managing BPO contracts ideally on an international basis.
• Strong communication and influencing skills - person needs to be able to manage the partner(s) BPO delivery and expectations.
• Proven experience of influencing other organizations where their support is critical to success.
• Ability to work across groups managing individuals both directly and indirectly to achieve a common goal.
• Change Management experience (Prosci certification) is a plus
• Track record of negotiation and management of BPO contracts
• Able to work across cultures effectively, valuing diversity within virtual team
• Working knowledge of international business practices
• Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products
• MBA is a plus

Travel Requirement:

Travel up to 25% globally may be required

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.

Supplier Delivery Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

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.