Service Delivery Manager Job
Location: Makati City, PH
Job ID: 761290-46013
Division: Services & Support
Service Delivery Manager (Premier)
Do you enjoy working with large Enterprise customers and understand what it takes to achieve the highest levels of customer satisfaction? Can you spot the trends in customer technical support use and use this knowledge to make them more efficient and effective? Does understanding a broad range of Microsoft products and being an expert at describing their value interest you?
Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with partners, earning customer confidence, trust, and loyalty by Improving the overall Customer and Partner Experience, Serving as the customer advocates within Microsoft and Driving customer-centric product improvement
The value the SDM brings to the customer is successful operation and optimum productivity and hence realization of value of Microsoft products. Some of key measures of success for Premier services that TAM brings to Microsoft is increased customer satisfaction, reduced support costs and optimum adoption of Microsoft product and Premier services.
The Service Delivery Manager (SDM) provides support delivery management through Premier support and services designed to improve customer IT operation health and their People and Process maturity. The SDM is a key long term, relationship based, customer facing support role. Also, the SDM supports and leads the opportunity management for support and consulting delivery business of the Microsoft services and acting as single point of contact for all delivery coordination across Microsoft support and services.
The key aspect of this role includes
Business Service Introduction and Review - Plan and review services orientation (Premier Support and consulting) on ITIL Framework. Demonstrated experience of articulating, documenting and running monthly and quarterly business reviews with CXO level is key aspect of this function.
Strategic Planning and Business Management - The SDM is required to participate in some of the group budgeting and planning exercises internally and externally and will have the shared goals for few key Premier delivery matrix.
Service Delivery Management - Improve customer health through service delivery, pro-active planning and execution. Align the customer’s IT and business needs (vision and mission) to MS service portfolio through consultative and preventive advice (ITIL framework). Work across 8 to 10 public and private sector assigned accounts and diagnose/stabilize/educate on service delivery “Improvement points”.
Opportunity Management- During joint planning exercise with accounts, sales, global and other business units the SDM contributes and identifies the Premier delivery opportunities and translates them into clear set of goals and actions.
Coach/ Mentor - The SDM will act as a coach and mentor to his/her regional sales, delivery and other business units in recommending Premier and MCS services portfolio aligned to Premier Service Delivery Methodology. A good balance of business and people leadership behaviors are attributes of this role.
Relationship Management - Experience in Enterprise/ Public Sector account is must. Partner with customer’s unit (CSM, IT Team) and MS teams (Sales, consulting, operations team) to keep client satisfaction high while maintaining revenue and profitability. Apply interpersonal and stake holder management skills to vast set of audiences (IT units to Business Heads) internally and externally.
Product and Technology experience
Given the role requires working with broad set of IT staff including IT Operations team, the candidate must have knowledge of wide range of Microsoft and other technologies within Industry recognized IT operations. Must be aware of the multiple components of a core IT environment (Telecom, Network, Desktop, Messaging, Database, App. Layer etc). Awareness of Govt. Taxation, educational systems and planning experience will be helpful.
Problem/ Incident Management - Manage reactive support delivery issues on diverse scope/products and work along with Internal/external technical support and other units within Microsoft to drive issue resolution on agreed scope. Maintain high customer experience and satisfaction throughout the problem resolution. Use incident trends to align preventive activities.
Qualifications
12-15 years of related experience in enterprise support delivery and product consulting services in a client facing role is must.
Demonstrated experience of presenting to CXO level and managing 2-5 million USD worth of support and consulting accounts is must.
Project Management skill is mandatory. PMP Certification is added advantage.
ITIL Service Mgmt. or Practitioner level certification is must.
BA/ BS degree in Computer Science, Engineering.
Candidate must have excellent presentation and communication (speaking/writing) skills.
Competency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Boundary Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise , Value Selling.
Pre-requisites
The role may require up to 20% travel for job related work (Domestic or International).
This is a day-shift job, however a candidate may have to work extended hours during Critical Problem Management.
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