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.

The Experience Strategy, Services, and Operations (ESSO) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

Microsoft Services is dedicated to delivering on Microsoft mission to empower every person and every organization on the planet to achieve more. As one of the largest divisions inside Microsoft - with over 21,500 employees worldwide - the diverse team includes architects, consultants, Customer Engineers, project managers, sales, and business leaders who serve customers in 191 countries and 46 languages.

This opportunity will enable you to be part of a team that helps our customers get the most out of their technology investments. We are proud to be the face of Microsoft to many of our customers and partners. The power of that connection, in addition to understanding how they use our products, helps us deliver the voice of our customers back to our business groups to make our technology and Microsoft even better.

As a Delivery Resource Manager (RM), you will develop your relationship management capability working with international colleagues and being a key contributor to the profitability and customer satisfaction across Microsoft’s Enterprise Services businesses. Your communication and organisational skills will be enhanced as you influence resourcing decisions like project staffing, resource pooling scenarios, mix optimization, workforce planning and readiness.

This role is flexible in that you can work up to 100% 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

Some of your responsibilities will include:

Fulfilling engagement staffing requests using Customer Engineers as well as facilitating the use of partner, global or additional MS resources to fulfil the requests as appropriate.

Understand the skill disciplines as well as know the strengths and skills of the Customer Engineers within the skill disciplines in order to successfully staff engagements.

Making sound staffing decisions and helping to facilitate resolving conflicts within the practice that have significant impact on utilization and on internal and external customer satisfaction.

ensure customer satisfaction with the staffing of their engagements and will achieve and exceed utilization and bench targets across the Area/Subsidiary, as well as fulfil all demand for Customer Engineers within defined service levels.

The RM will work with the Business Stakeholders in assessing individual consultant skills and assist with developing consultant readiness plans in order to increase the consultant skills per the demands of the business.

Responsible for maintaining the data integrity of our request management system.

Qualifications

Required Qualifications:

• At least 3 years of experience in resource management or support/delivery management

Preferred Qualifications:

• Excellent planning, decision making and organizational skills
• Proven ability to effectively perform in a fast-paced, constantly changing environment
• Extensive experience in a resource or delivery management role for an enterprise scale business
• A background of working in a role that has an international remit
• Experienced in dealing with a range of internal stakeholders, from senior-level to technical staff
• Knowledge of professional services concepts such as utilization, billable resource and resource management tools

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.