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Service Delivery Manager

Job Description

Microsoft Services is dedicated to delivering on Microsoft's mission to empower every person and every organization on the planet to achieve more.

 

The worldwide Enhanced Support Services practice, as part of CDD, helps assure customers of their return on investment when they need it most; during production, real-world operations.

 

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.

 

The customers' Microsoft Unified Support base services are extended with support for high priority workloads through Support Mission Critical, and to cover everything from code break/fix all the way to turnkey Azure application management in Enhanced Application Support. In both of these market offerings, emphasis is placed on solution health and proactive intervention - if you see yourself as more fire preventer than fire fighter, this might be the right place for you!
Come join the new EMEA Enhanced Support Services team!

 

We are seeking a Service Delivery Manager for the EMEA Enhanced Support Services team within the Cross Delivery Domain. Preferred candidates will have a strong mix of technical experience and strategic business acumen. This role requires both broad and deep technology & process knowledge and the ability to provide solution leadership for the Managed Services business both internal to Microsoft as well as external customers. ?

Responsibilities

 

As a trusted adviser, the EMEA Service Delivery Manager (SDM), Enhanced Support Services ensures their customers are making the most of their Support for Mission Critical and Enhanced Application Support delivery plans to drive business value from their IT investments and cloud services as managed by Microsoft. The SDM will be responsible for delivery quality and customer satisfaction and will be involved in structuring, supporting, and overseeing deals from inception to completion, working with other members of Enhanced Support Services as well as field Account and Domain aligned teams. This role works directly with field resources and customers ensuring an outstanding customer experience. The SDM hired into this position will maintain a high delivery quality, as well as structure and execute on the problem solving methodology to the agreed budget and service levels.

 

The value that the SDM brings to the customer is successful implementation and operation, and hence realization of the full value of Microsoft products. The value that the SDM brings to Microsoft is increased customer success and satisfaction, value realization of technology and cloud investments, reduced costs, and the awareness needed around product improvements. 

The Services Delivery Manager must establish an internal network of stakeholders (C-level, IT Management, Project Managers) in partnership with their assigned customers to establish an understanding of the current status and the future plans for Microsoft Enhanced Support Services (Support for Mission Critical and Enhanced Application Support) offerings and delivery.

 

  • Influences and manages customer expectations with our solutions globally, based on an end-to-end Services Delivery & Support lifecycle for a portfolio of engagements.
  • Investigates the customer's long-term business objectives and anticipates future technical needs and leads the work streams to bring customer to that future state.
  • Recommends, delivers and supports technologies and services that meet current needs, and evolves strategies to adapt to future needs.
  • Delivers and recommends improvements to the processes to support delivery excellence. This includes onboarding delivery, defining the project calendar and work breakdown structure, and defining deliverable acceptance and reporting procedures. 
  • Tracks the performance of the engagement, the quality of project deliverables and reports on the effectiveness of the engagement against the baseline plan.
  • Ensures Governance activities occur in line with Account management and quality outcomes.
  • Identifies opportunities for new Services delivery through existing delivery contacts and relationships developed in additional functional orgs or business units.
  • Develops and maintains a clear plan and delivery schedule for the various components of our offerings.
  • In conjunction with the support organization, assumes ownership of and resolves escalations within their customers, providing clear summaries and recommendations when escalations need to continue above their level.
  • Support, coach and enable team to drive delivery excellence through customer satisfaction activities and behaviors. 
  • Participate in regular Service Review meetings.
  • Partner with the offerings to providing feedback for repeatable service offering to scale globally.
  • Enable regional team of SDM capabilities to support Managed Services as our business grows.?

 

 

 

Specialist Experience

  • 10+ years' experience in client/customer facing role
  • Strong service delivery, time, project and priority management skills.
  • Four Year Degree or equivalent required, MBA and/or advanced degrees preferred.
  • Experienced in IT operations, Managed Services and technical infrastructure.
  • Experience with managing critical and complex customer situations or incidents.
  • Knowledge/overview of the Microsoft Cloud technology
  • Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.
  • Strong interpersonal, presentation and communications skills
  • Willing to travel up to 40% 

 

 

Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.

 

Job Summary

Company
Microsoft
City
Amsterdam / Schipol
Country
  • Netherlands
Industries
  • Technology
Job Type
  • Full-time
Salary
  • Negotiable
Reference
GWP273280
Posted
03 April 2019
Applications Deadline
18 May 2019

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