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.
Within the Microsoft Customer Experience and Success (CEnS) organisation, the Apps and Infrastrugure group includes the Windows line of business.
Windows support for our commercial customers is provided by a mix of our Microsoft employees and external delivery partners.
The SDM Manager is a people manager role, accountable for a team of individual contributors focused on Delivery Partner success.
The Partner Technical Advisors (PTA) provides technical mentorship, readiness and escalation management to Delivery Partners.
You must also be able to operate effectively with all peers, superiors and subordinates under a collaborative One Microsoft approach.
Our Partner Technical Advisors empower our vendors to do what's right for our customers, drive deep collaboration with internal Escalation teams & supportability teams.
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 Windows support line of business, supportability and coordinate insights with peers from other lines of business.
**Responsibilities**:
Core Responsibilities
- Manage a remote team of PTA's, mostly based in Costa Rica, supporting the North American time zones to drive consistency in the support we provide our outsourced delivery partners ("DP")
- Oversee the operational aspects of outsourced Service Delivery for Windows with emphasis on Regional operational effectiveness and impact on Customer Experience and cost of delivery
- Actively partner with the Resource Strategy and Vendor Planning ("RSVP") relationships across DPs for Windows - help resolve conflict where necessary
- Work with RSVP leadership to contribute to future supplier Strategy from a Windows/ Operational perspective
- 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 (monthly reviews, etc.)
Core KPIs and Accountabilities
- Customer and Partner Experience (CSAT) for Support Incident and Critical Situation (CritSit) cases
- Employee Satisfaction, Professional and Technical Readiness and Performance
- Balanced scorecard performance - CSAT, Initial Response, Throughput and other contractual measures
- Customer Experience Framework, global improvement initiatives, Cost per incident
- Role model Diversity & Inclusion, Coach, Model-Coach-Care Behaviors
**Qualifications**:
Required/Minimum Qualifications
- 5+ years managing technical specialists, outsource vendors, direct customer support experience, program management, and/or support management experience
- OR equivalent experience.
- 3+ years people management experience.
- Resume / CV includes relevant examples of operational or delivery excellence with positive impact on Customer experience
Preferred
- Technical background
- Fluent in Spanish
- Lean practitioner, ITIL service management or similar process improvement experience
- PMI certification and / or Prosci change management experience
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.