Services Delivery Manager at Microsoft

Canberra, ACT

About the Job


The SDM   Manager (SDMM) is a people manager role who is accountable for a team of individual contributors ensuring world-class customer support. The team of Service Delivery Managers (SDMs) work with outsource suppliers delivering reactive support to Microsoft customers across different modalities (phone, chat, social, and email). You and your team will be accountable for the overall performance of the supplier(s) as measured through core and supporting KPIs, including customer satisfaction, resolution rate, revenue, and overall cost. You will work with your SDMs and the suppliers on hiring, training and sustaining the appropriate staffing, ensuring Statement of Work (SOW) compliance, and be engaged in any needed supplier improvement plans. You will handle high level negotiations and need global relationship management skills. Additionally, your team will be responsible for forecasting activities and for defining, building and implementing the strategy for the overall supplier footprint.

Key Responsibilities:

As a SDM Manager, your role is to manage teams of individual contributors in the SDM discipline. The SDM Manager plans, prioritizes and implements at the team level the broader strategy defined by its organization leader. Responsibilities include:   Manage a team of SDMs, including performance management and career coaching

•Serve as part of the regional leadership teams to help set direction for region, provide insights from your suppliers, and work with global stakeholders on key initiatives

•Accountable for overall supplier performance as measured through defined KPIs and drive continuous improvement to deliver our desired outcomes of sustained customer loyalty and cost efficacy

•Own overall supplier improvement plans to address deficiencies across your suppliers

•Ensure agent quality across your suppliers and overall agent readiness for new products and processes

•Working with global finance, local Business Groups, the forecasting team, and the supplier, engage in annual forecasting and regular reforecasting exercises

•Engage with regional stakeholders on any critical customer escalations and analyze any breakdowns discovered by the escalation

•Timely review of monthly accruals and actual payments to suppliers to ensure efficient cost management

•Work with Global Procurement Group (GPG) to ensure Statements of Works (SOWs) are up-to-date and being adhered to by the supplier(s)

•Present supplier results in regional and global business reviews.

40% People Leadership:

•Manage the Transformation:   Implement the new plans to deliver “perfect every time”

•Inspire and energise our teams : Communicate and land the CSS vision and strategy

•Talent Management:   Be a great attractor and developer of talent.

40% Customer Experience:

•Obsess about our Customers:

•Sit in the shoes of the customer

•Use insight from all customer engagements to drive ongoing improvements

•Advocate our customer :

•Use all Customer insights and feedback to drive improvements to Engineering groups and Sustainability teams

10% Delivery efficiency:

•Embrace the end-to-end delivery vision :

•Maximise efficiency of teams to deliver on operational metrics

•Continuously improve and innovate delivery in cooperation with Enterprise Services counterparts

Deliver “perfect every time” at the right cost:

•Understand fully our business parameters such that you can deliver efficiently and effectively

•Balance quality and cost efficiency across teams

•Partner with Readiness teams to ensure delivery of relevant training designed to deliver «perfect every time» experiences

10% Business Enablement:

•Drive Growth/Revenue

•Work with key stakeholders to deliver revenue growth in line with targets

•Leverage our knowledge and customer insights to drive growth/revenue

•Ensure consumption of SDM   resources in collaboration with local Enterprise Support (ES) counterparts

•Drive Cloud Consumption

•Assist teams in the development of the value proposition and IP to accelerate deployment and usage with customers

•Engage our teams early in the lifecycle and throughout lifecycle

•Assist with the development of strategic customer relationships to drive consumption

Experiences Required: Key Experiences, Skills and Knowledge:

•Five years experience working with outsource vendors providing support/service operations at scale (high volume)

•Three years business management and process experience (business acumen) including managing budgets and forecasting

•Ability to manage, motivate and develop people; management experience is preferred

•Negotiation and conflict resolution skills and experience

•Demonstrated ability to manage several concurrent, large project involving multiple stakeholders & across global teams/cultures

•Proven record of delivering business value (ITIL and/or PMP certification a plus but not required)

•The ability to build and maintain global relationships and a learner mindset to learn, grow and take risks

•The ability to develop and implement innovative solutions to enhance customer experience

•Strong oral and written communication and presentation skills.

•Transformational coaching and development skills

•Customer passion and insight

•Adaptability and ability to deal with ambiguity

•Operational excellence, with strategic thinking along with technical passion


Bachelor’s Degree in Computer Science, Electrical Engineering or equivalent (preferred)

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