Supplier Delivery Management

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Supplier Delivery Manager (SDM) Partners closely with Line of Business (LOB) and Support Supplier Management leads to land operational and quality excellence strategies across delivery partner sites. Coordinates operational and LOB-specific communication between delivery partners and internal stakeholders by providing strategic input and guidance on how to improve efficiencies, recommendations on bringing on new delivery partners, and improving synergy between existing delivery partners. Sets strategy on how to improve workflows to make them more simplified, cost-effective, and efficient. Assumes ownership of and resolves escalations within their customers by providing clear summaries and recommendations when escalations need to continue above their level.

Supplier Delivery Manager (SDM) Partners closely with Line of Business (LOB) and Support Supplier Management leads to land operational and quality excellence strategies across delivery partner sites. Coordinates operational and LOB-specific communication between delivery partners and internal stakeholders by providing strategic input and guidance on how to improve efficiencies, recommendations on bringing on new delivery partners, and improving synergy between existing delivery partners. Sets strategy on how to improve workflows to make them more simplified, cost-effective, and efficient. Assumes ownership of and resolves escalations within their customers by providing clear summaries and recommendations when escalations need to continue above their level.

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

Operationalizing Line of Business (LOB) Needs

Manages multiple business and delivery partners (DPs) covering multiple locations at a large scale. Sets the rhythm, training, and readiness of resources to ensure delivery partner is prepared and ready. Ensures delivery partners are delivering on contractual agreements, agreed upon metrics, and are supplied appropriately at a regional or global level. Drives go-to-green plans by developing, implementing, and tracking project plans. Takes and creates initiatives in setting strategy, building programs to better organizational processes, and driving them at a global scale. Partners closely with Supplier Delivery Management (SDMs) and other Line of Business (LOB) leads to land operational and quality excellence strategies across delivery partner sites via Partner Technical Advisors (PTAs). Ensures payment models are accurate and project plans remain within budget. Continuously working with Delivery Partners on business opportunities through partnership to improve on CSAT and ASAT. Works with businesses to understand forecast, volume needs, and executes across the different partners.

Delivery Partner Management

Tracks, measures, reports, and evaluates global delivery partner performance. Ensures delivery partner (DP) adheres to statements of work (SOW) requirements (e.g., new-hire onboarding, billing guidelines, outlier management, call flows) across multiple delivery partners and/or lines of business (LOBs). Proactively coordinates communication and collaboration between delivery partner and internal stakeholders by providing strategic input and guidance on how to improve efficiencies, providing recommendations on bringing on new delivery partners, and improving synergy between existing delivery partners. Ensures contingency plans are in place and helps delivery partners execute when and/or if necessary. Ensures DPs follow the latest case management standards and frameworks to deliver consistent customer-facing processes that result in expected customer outcomes and KPIs for Delivery Partners. Examines operational expenditures, like monthly invoicing and NRCs (non-recurring costs).

Workflow Management

Makes proactive recommendations and builds workflows for the development and continuous improvement of the execution strategies. Sets strategy and thinks outside of the box on how to improve workflows to make them more simplified, cost effective, and efficient.

Escalation Management

Monitors, collaborates, and provides input with technical groups and business owners to proactively identify, diagnose, and reduce customer quality issues before they become actual problems. Manages high priority escalations, as appropriate, and ensures redirection to Critical Situation team(s) where necessary. Assumes ownership of and resolves escalations within their customers by providing clear summaries and recommendations when escalations need to continue above their level. Flags themes across issues and holds others accountable for providing solutions to fix issues (e.g., supportability, escalations) before customers experience them. Maintains a holistic perspective to ensure team is ready and prepared for team and organization.

SDM Core Functions:

• Day to day operational oversight/Delivery Partner (DP) primary point of contact.
  • Escalation point of contact for delivery partner for performance blockers
  • Know, communicate, and operationalize Line of Business (LoB) / Support Business Unit (SBU) strategy and liaison between LoB and DP.
  • Updates Business Continuity Plan (BCP) (quarterly).
  • On call for outages and participates in internal bridges and ensure appropriate levers are pulled within the delivery partner and provides needed updates back to Line of business owners and as needed engineering teams.
  • Participate in forecast and resource lock and provides sign off (if applicable).
  o Knowledge of events driving forecast increase/decrease.
  o Point of Contact (PoC) for DP for clarity/questions.
  o Determine where head count (HC) increases/decreases should land based off forecast.
  o Determine site allocations based on resource lock outcome in line with contract.
  o Manages DP’s compliance to owning allocation/adherence to staffing.
  • Sets Key Performance targets including but not limited to CPE, HR, SLA’s, etc.
  o PoC for clarity/questions related to KPI targets.

o Shares agreed upon targets to DPM.

• Invoice management/budget planning

o Monthly invoice entry and approval/ensuring accuracy and within budget.
o Supplier Engagement ID (SEID) management.
o Owns communications to LoB for above production charges i.e., training, carry cost.
o Non-recurring Charge (NRC) entry during budget planning cycles.
o Provides the needed and appropriate operational data for pricing negotiations.
o Partners with Operations Planning Center (OPC) for budget loading accuracy and commentary on variances.
• Owns and accountable for Weekly Business Review (WBR) and Monthly Business Review (MBR) cadence with DP.
• Performance management
o Follows operational rigor as defined in RAP process
o Engages DPM for Recovery Action Plan (RAP) process at the end of 3rd month if performance targets are not met (unless supporting a customer segment that follows accelerated RAP timelines)
• Ensures advocate training completion.
• Outsource ID (OSID) sponsor as applicable.
• Ensure DP readiness for launches, tools changes, initiatives.
• Submits delivery partner solution request for any changes outside of contract terms
• Creates requirements for new business asks e.g. new team, program, language etc.

Qualifications

Essential qualities include:

• Comfortable working remotely within a highly matrix-driven multinational organization, exhibiting solid organizational, communication, and negotiation skills, and have both a strong customer focus and a working knowledge of operational delivery.
  • Strong communication and influencing skills - person needs to be able to manage the partner outsourced delivery and expectations
  • Strong business knowledge and ability to set clear expectations for the partner based around business outcomes within a global multi-site operation
  • Proven experience of influencing other organizations where their support is critical to success
  • Ability to work across groups managing individuals both directly and indirectly to achieve a common goal
  • A good understanding of change management, the importance of it, approaches, key tasks and timelines
  • Ability to thrive in a fast-paced multinational environment working across multiple lines of business
  • Very strong team player with excellent interpersonal skills

Specific qualifications include:

• Minimum 5+ years of outsourced delivery management experience supporting an IT Professional Services business and outsourced customer support delivery, including negotiation and contract management
  • 10+ years project / program management experience
  • Excellent verbal and written communications skills
  • Able to work across cultures effectively, valuing diversity within virtual team
  • Working knowledge of international business practices
  • Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products
  • Bachelor’s degree or equivalent work experience; an MBA is a plus

• Multi-lingual, a plus

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.

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