Supplier Delivery Management

Microsoft

Location: Charlotte, North Carolina

Job Type: Full time

Posted

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

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.

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.


SDM – IC Role Description – Tools Lead


This role will serve primarily as a Tools SDM IC representing all of the Apps & Infra Partner Delivery (AIPD) team. The Tools SDM IC will be responsible for leading all AIPD tools related initiatives, such as Teams for Support, AVD for Delivery Partners, MID to Corp transition, VDM rollout for Delivery Partners, Remote Assistance tool availability for Delivery Partners, Rave migration to DFM, etc. The Tools SDM IC will own the end-to-end deployment and readiness processes for all AIPD tools for all Delivery Partners

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

Responsibilities

  • Collaborates with teams, partners, and customers on a moderately and highly complex release (e.g., new tools/service, offering/promotion, vendor migration/exit, policy change, telecom change, support model/process change, operational change release, tool capability change) for triaging new intakes.
  • Creates, maintains, and monitors release documentation (e.g., title, status, priority, sponsor, start date, projected end date) to ensure accurate and timely releases. Identifies interdependencies among releases (e.g., elements of a release that could impact other releases).
  • Initiates intake of new feature releases, tools, services, deprecations, and end of support scenarios in order to kick off necessary project management activities to ensure Customer Service and Support (CSS) readiness.
  • Examines tradeoffs of new tool releases with existing releases and makes recommendations (e.g., cancel, remove, or postpone releases).
  • Creates and manages workback plans, where tools are impacted (e.g., training, change management, training, reporting, forecasts) for releases utilizing existing templates and best practices, and adds additional detail outside of the standard template.
  • Identifies resources (e.g., full-time employees, tools) needed to execute a moderately complex release (e.g., launching features for product, tools, or service and ability to drive operational change within business unit).
  • Identifies and engages workstreams involved in a moderately or highly complex release. Provides guidance and thought leadership on workstreams needed for releases.
  • Identifies risks and coordinates efforts to remove blockers to launch. Logs risks, identifies owners, monitors plans, and communicates release status to manager and makes recommendations to mitigate risks.
  • Facilitates the creation and documentation of success metrics (e.g., tools, reports, key performance indicators [KPIs]) for releases. Utilizes minimum expectation success metrics and applies or modifies those success metrics for their projects, and recommends changes to business success metrics.
  • Communicates progress against success metrics and/or adoption or change metrics, includes defining appropriate communications for leadership and executive sponsors for releases utilizing a standardized template. Identifies outcome and impact to highlight what is happening in the project under guidance of manager or mentor.
  • Conducts pre-launch status review meeting to go through workback plan and ensures everything is in place to launch project successfully, identifies issues, and determines if project is ready for launch or needs to be delayed and, if delayed, identify how to get project ready. Verifies actions with stakeholders as needed.
  • Monitors release progress against key performance indicators (KPIs) or workback progress and makes recommendations to changes in timelines or resources. Utilizes information to influence stakeholders (e.g., continue project, deprioritize project, bring back to a previous phase). Identifies risks/issues to project deliverables and makes recommendations to mitigate risks/issues and improvement opportunities. Monitors progress against threshold for handover to business.
  • Facilitates meetings to gather and distribute information related to post-launch activities. Creates stakeholder and leadership communications on post-launch information.
  • Facilitates (in person or through a survey) meetings on how the release went, what that could go better, lessons learned, measures against key performance indicators (KPIs), and opportunities to expand to other lines of business.
  • Creates and distributes launch communication, closes out project in the tool, and transitions into run state.
  • Ensures requirements of all target audience groups are captured in Release Plan, then uses surveys (e.g., Prosci/ADKAR) to assess audience status and support. Proposes ways to align target audience and minimize resistance to change.
  • Customizes a general Change Plan into a Support Business Unit-specific Landing Plan to meet release requirements.

Qualifications

Qualifications

  • Experience & knowledge enabling Microsoft tools for Delivery Partners while ensuring Compliance and Security requirements are met.
  • Prior experience managing multiple tools related projects for a large organization.
  • Ability to define tools implementation requirements for multiple Delivery Partners.

Required/Minimum Qualifications

3+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience OR equivalent experience.

Additional or Preferred Qualifications

Bachelor’s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership, or relevant degree AND 5+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience OR equivalent experience.

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.

You’ve got this!