Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

The Microsoft Managed Desktop (MMD) and Windows Autopatch services aspire to help our customers achieve their own digital transformation, leveraging the power of our service to achieve more in their company. To this end, we are investing in this dedicated team that will help Microsoft customers successfully realize their business outcomes.

As the leader for the Service Delivery Manager team, you are the primary customer-facing owner for customer success through the management of service delivery and strong customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of MMD and Windows Autopatch. You are front and center with our customers supporting their digital journey and empowering them to achieve more!

#SCIM, #CMD, #MMD

Responsibilities

As the leader for the Service Delivery Manager team, you are going to create customer value by assisting with MMD deployments, improving supportability, and building trust through being customer driven. You will also build customer trust with your technical depth and understanding and by actioning customer feedback and turning it into a better managed service. You will orchestrate collaboration across your team and throughout the broader organization to drive better customer outcomes and deliver on the One Microsoft value to our customers.

Customer Driven: driving MMD and Windows Autopatch product adoption, evolution and customer success is the prevailing business priority. You orchestrate and align internal teams to deliver an exceptional customer experience and to achieve prioritized customer outcomes. Partner with the customers and Account Teams to prioritize and plan customer engagements to achieve MMD and Windows Autopatch success within the context of, and not at the expense of, the broader Microsoft relationship. Service value is conveyed through regular service delivery reviews, feedback and continuous service improvement.

Continuous Service Improvement: lead prioritized service improvement projects to promote stronger One Microsoft collaboration across cloud workloads and hardware providers. Track, escalate, and plan for the remediation of technical blockers and help engineer the evolution of our managed services products as appropriate. Define outcomes to improve the health, performance, and the business capabilities of MMD and Windows Autopatch to drive customer value realization.

Build the Role & Team: Ensure that customers get the most out of their engagement with the Service Delivery Manager role and the team’s efforts. Build the processes, metrics, reports and communications that are used by the team to deliver our managed services at scale. Collaborate with engineering to evolve the technical design of the service to improve the success of achieving the customer’s business outcomes. Partner with broader engineering team to build, improve and regularly deliver and evolve the Service Delivery Review and Service Metrics Report software and content which demonstrates in a measurable way the value of MMD.

Qualifications

We are looking for a highly motivated and passionate manager for the team with a minimum of 5 years of experience in managing a team of Program or Product Managers for customers that demonstrate measurable impact on business outcomes. You will drive acceleration of MMD deployments from early adoption to full deployment for customers’ PC install base. You and your team will provide resource orchestration, and blocker escalation in close collaboration with key account team members and the engineering team supporting customer success. You will also demonstrate your ability to develop and maintain effective long-term relationships at all levels in a customer organization.

Strong written and verbal communication skills in English are required.

Experience

• 5+ years of success in people management of complex technical engagements and/or program management required.
• Prior work experience in a Program Manager, Product Owner, or Engagement Manager position focused on Cloud and software/services solutions and/or delivery preferred.

Leadership

• This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
• You must show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of technical and complex discussions for overall customer success.

People Management

• You love managing people and building a high performing team.
• You are adept at hiring diverse teams and growing people.
• You know how to coach and improve the performance of individuals.
• You create teams that attract talent and achieve exemplary results.

Relationship Building

• Proven track record of building relationships with senior customer executives in large or highly strategic accounts.
• Experience in managing various stakeholders.

Program / Product Management

• Excellent skills in planning, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required with understanding of ITIL service management and operations management.
• Experience in developing and/or delivering target operating models is desirable.

Collaboration and Communication

• Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
• Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Engineers, and Data Scientists).

Technical

• Experience with modern device management, cloud and hybrid infrastructures, architecture designs, and migrations preferred.
• Knowledge of Windows 10, Intune, System Center Configuration Manager, Office 365, Teams, Edge and other Microsoft products preferred.
• Experience with ITIL and ITIL 3/4 certification preferred.
• Experience in writing & reviewing specifications and designs for software.

Education

Bachelor's degree in Computer Science, Information Technology, Software Engineering or related field preferred.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.