Emea Supplier Delivery Management

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.

Within Customer Service and Support (CSS), our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

Microsoft technologies offer a range of products services and business solutions that help our customers achieve more across many industries & organizations of varying sizes. With over 26,000 employees and vendor resources globally, Microsoft Customer Service & Support (CSS) includes Technical Support Engineers, Escalation Engineers, Customer Service & Sales Advocates and Support Business Leaders who serve our customers in 191 countries and 46 languages. Our CSS team is in the front line for our customers - Consumer, Enterprise and Small & Medium Business - helping them get the most from their technology investments.

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**:
Core Responsibilities:

- Overall accountability for Delivery Partners
- Maintain overall responsibility for delivery in accordance with defined standards in the Statement of Work (SOW)
- Performance Management of Delivery Partners including Service Level monitoring and escalating high risk/systemic issues to Support Supplier Managers (SSM)
- Drive issue resolution, cost efficacy and policy adherence
- Manage high priority escalations as appropriate and engage service delivery leaders where appropriate
- Work with SA & other relevant/appropriate global stakeholders to address tools & infrastructure issues, policy clarifications and other similar requests
- Drive consistency and best-practice-sharing across delivery sites
- Partner with Regional Delivery Lead on Delivery Strategy and Planning
- Engagement with Resource Strategy & Vendor Planning (RSVP) on operational/delivery requirements
- Drive resource needs for Technical Support in Data Platform workloads
- Drive Target setting, Forecasting and Monthly Operations Review
- Monthly Invoice Review and Sign-off
- Accountable for any Get-to-Green plan creation, traction & closure
- Engage with Release Excellence regarding Readiness/Release Management Plans and work with SAs to ensure operational readiness of Frontline ambassadors, engineers and advocates

Success Measures
- Delivering on defined Sales KPIs/Targets
- Close working relationship and strong feedback from Delivery Partners
- Close collaboration and working relationship with SAs, SSMs, Support Engineering Managers, Technical Advisors, Business Managers, Presales Leads and other internal CSS stakeholders

**Qualifications**:
Experience and Skills required:

- Service Delivery Management experience
- Fiscal / budgeting management experience
- Strong global communication skills and relationship-building skills with internal stakeholders and Vendors/Delivery Partners,
- Demonstrate experience/ability in managing Frontline Delivery Resources and understanding of Sales Lead qualification methodologies
- Demonstrate experience/ability in resolving business and operational issues, SOW management and ability to identify opportunities for improvement in performance and processes
- Manage stakeholder relationship with internal teams and Delivery Partners on day-to-day delivery and escalations
- Demonstrate experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
- Ability to create effective relationships, listen, communicate, influence and collaborate cross-team at all organizational levels