OVERVIEW

Are you interested in working for one of the most exciting products in Microsoft, passionate about exceeding cloud customer expectations? Are you interested in a start-up like environment, passionate about building managed customer experiences? If so, then look no further than the Azure Customer Experience (CXP) org! Our team is on a mission to build proactive experiences to innovate the Azure customer experience and increase customer success in Azure.
Our organization is looking for you – a customer obsessed Service Delivery Manager – to orchestrate and lead delivery resources from different parts of Microsoft and our partners, be an integral part of creating and enhancing end-to-end managed experiences and ensuring an outstanding customer experience. You are a high-energy leader who infuses our customer-focused team with positive enthusiasm, strategic advice, and operational excellence to provide a world-class experience Microsoft’s Azure customers.
This leadership role is integral to CXP’s overall operationalization and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.
“Customer obsession”, “measure what matters”, “no dead-ends”, “get it done”, “collaboration”, “teamwork”, “whatever it takes” are few characteristics we look for in this role. We are growing fast but remain agile.

KEY SKILLS

• Results driven and adaptable; thrives in a fast-paced ambiguous environment
• Proven ability to motivate and influence across teams
• Strong service delivery, time, project, and priority management skills
• Strong documentation skills, proven ability to develop new processes and TSGs
• Able to plan for and rise to a range of project and customer challenges
• Experience with managing critical and complex customer situations or incidents
• Knowledge of the Microsoft technology with solid overview of the Microsoft cloud services
• Strong interpersonal, presentation and communications skills
• Project Management/Prosci Change Management/ ITIL certification is a plus
• Cloud knowledge is a must, Microsoft Azure knowledge is a plus
• Agile methodologies is a must, Azure Devops knowledge is a plus
• High performance computing and/or supercomputing experience is a plus
• 5+ years experience with Azure or other relevant Cloud systems
• 5+ years experience running operations and/or Managed Services
• 5+ years experience in client/customer facing role
• Degree or equivalent required, MBA and/or advanced degrees preferred

PREFERRED QUALIFICATIONS

• Public cloud experience
• Right to work in UK
• BPSS and/or SC Clearance
• 5+ years experience running operations and/or Managed Services
• 10+ years experience in client/customer facing role
• Experience Developing Processes

OTHER QUALIFICATIONS

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
The security clearance is required for this role.

cxpaces #azcxp

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations

KEY RESPONSIBILITIES

• Coordinate with delivery organizations to maintain high performance levels for service-related processes, and recommend and implement improvement activities wherever necessary to support delivery excellence
• Take ownership of the most critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders
• Assume ownership of and resolve escalations, providing clear summaries and recommendations
• Participate in regular service review meetings, assisting in representing Azure Customer Experience Teams at customer meetings and providing accurate and regular reports on the performance of service delivery.
• Define the best operating model along with OKRs, KPIs and RACIs for ensuring the best customer experience utilising different teams within Microsoft.
• Build strong relationships with the broader Microsoft teams and stakeholders to enable effective dialogue exchange between delivery organizations and to gain maximum client satisfaction.
• Be the customer champion: exceed customer expectations through the proactive design and delivery of services.
• Drive a culture of customer obsession, delivery excellence, value creation, quality, collaboration, and teamwork in One Microsoft spirit.
• Listen to feedback, observe and identify areas of improvement, especially in the processes and deliver continuous improvement.
• Develop new processes, TSGs and guidance to improve service delivery
• Understand architecture, understand the contract, understand operational requirements, translate technical details to business language to help close the gap between different part of the organisations.
• Lead regular service review meetings with our partners driving operational excellence