With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
The SDM Manager is a people manager role, accountable for a team of individual contributors focused on Delivery Partner success. Through the SDM Manager, you will oversee operational aspects of Delivery Partner (DP) support delivery technologies across multiple DP sites.
This also includes overseeing continuous improvement plans to support operational needs, cost efficiency and improved customer experience with implementation of innovative initiatives & projects. The SDM Manager will also oversee the Partner Technical Advisor role which provides technical mentorship, readiness and escalation management to Delivery Partners to ensure technical issues involving Microsoft products and services are resolved for customers and partners in the most efficient and effective way.
You will represent Microsoft to our customers & Delivery Partners and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft’s Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.
We are looking for someone who is a lifetime learner and has a demonstrated track record in building teams through effective and strong leadership, who has empowered people to help customers succeed.
The qualifications required include both excellent organizational and managerial skills as well as demonstrated leadership and customer service skills. Among those are oral and written communications skills, organization and time management skills, motivational and leadership skills as well as a general sense of the business.
You must also be able to operate effectively with all peers, executives, and subordinates under a collaborative One Microsoft approach. This person will lead our group of Partner Technical Advisors that deliver deep technical support to our Outsourced Delivery Partners Globally, empowering vendors to do what’s right for our customers, drive deep collaboration with internal Escalation teams & supportability teams.
This role is flexible in that you can work up to 50% from home.
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
Core Responsibilities
- Manage a remote team of PTA’s supporting the EMEA time zones to drive consistency in the support we provide our outsourced delivery partners
- Oversee the operational aspects of outsourced Service Delivery for an entire LOB/ significant portion of a LOB with emphasis on Regional operational effectiveness and impact on Customer Experience and cost of delivery
- Actively partner with the RSVP SSM relationships across DPs for this LOB - help resolve conflict where necessary
- Work with RSVP SSM leadership to contribute to future supplier Strategy from a LOB/ Operational perspective
- Point of escalation to DP for SDM and/or PTA activity
- Overall budget accountability for DP relationship (including adherence to invoice sign-off per process in SOW and identifying cost savings)
- Ensure a regular cadence of meetings to review and drive the business is established (WBR, QBR etc.)
Core KPIs and Accountabilities
- Customer and Partner Experience (CSAT) for Support Incident and Critical Situation (CritSit) cases
- Employee Satisfaction (WHI), Professional and Technical Readiness and Performance
- Balanced scorecard performance - CSAT, Initial Response, MTTR, Throughput, Community engagement
- Customer Experience Framework, global improvement initiatives, Cost per incident
- Role model Diversity & Inclusion, Coach, Model-Coach-Care Behaviors
Qualifications
Required/Minimum Qualifications
- 3+ years of related experience in a Global Technical Support Center or Customer Service industry, regional operations, product support, technical support, IT Admin Support, consulting, systems, or product development
- 3+ years of people management experience in managing local and remote employees
Additional or Preferred Qualifications
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.
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.
