Service Center Business Program Manager – Delivery Lead (Windows)

Job description

Service Center Business Program Manager – Delivery Lead (Windows)

Microsoft Services mission is to empower every person and every organization on the planet to achieve more. In Microsoft Services Business Operations (SBO), our goal is to power One Services through a common operating model that simplifies and improves customer and employee experiences. Our team drives a broad range of shared services functions that include Operations delivery through Service Center, Data and BI, Role Excellence, Business Solutions & Tools, and Readiness for both the Enterprise Services and Customer Support and Services Business.

In alignment with the Services Transformation, the Services Business Operations (SBO) organization is taking steps to globalize Service Center and expand their scope to support Services Sales, Account Aligned, and Domain Aligned Delivery teams. Service Center reduces randomization and administrative tasks performed by field teams today by standardizing and centralizing delivery of these workloads, with the ultimate goal of making the lives of our customer-facing employees easier so they can focus on what matters most, their customers.

The Business Program Manager – Deliver lead is accountable for high-quality delivery of a set of services to assist the Account and Domain-Aligned field resources in attaining their business objectives through a team of contingent staff resources. This requires building and maintaining an effective delivery team, networking and collaboration, operational excellence and getting results through others.

Key initiatives for this role include:

The Business Program Manager will be asked to assist with identifying continuous opportunities for process improvements, workflow processes and appropriate onboarding and support of delivery staff resources to ensure a high-quality service is delivered.

In this role, you are accountable for the Incident Management Service in terms of process improvement, customer onboarding and service development. You will work with the Global Incident Management services lead to drive insights and potential enhancements for the EMEA regions. You are the subject matter expert for the service, go to person for issue resolution and point of contact for the field.

A key requirement of this role is a demonstrated ability to attract, retain, and develop high performing, motivated teams

Scope and decision making include:

•      Drive insight and process improvements for the Incident Management Service across EMEA.

•      Align with the Global Incident Management Service lead in terms of service design

•      Be the single point of contact to the field to onboard new customers and grow the service.

•      Ensure delivery and execution excellence of the Incident Management service in EMEA

•      Inform service and tool improvement opportunities and provide voice of the customer perspective.

•      Act as an escalation resource to delivery resources to ensure delivery according to defined processes and service descriptions

•      Carry out regular quality reviews to ensure the processes are being followed

•      Ensure services are delivered to the agreed SLA’s.   Where issues occur, log them and action them accordingly

•      Collaboration with Account and Domain Aligned field delivery resources to deliver consistent and predictable services in the catalog that contribute to high customer satisfaction

•      Provide feedback, reporting and data that contributes to refinement of processes, deliverables and communication streams with the delivery community, customers and business partners (ie, CTS, PFE, PFE Coordinators, etc. )

•      Collaborate with the global community to share ongoing operational development best practices

For hiring purposes only

•      Qualifications:

A minimum of 3 years of experience in an enterprise support environment with a strong understanding and knowledge of services industry and processes.

Passion for and track record of process engineering and improvement.

Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills. Contributes to team operational precision by active design of and participation in community initiatives.

ITIL Foundation Certificate or Project Management Certification preferred and Microsoft Certified Professional certification desirable.

Knowledge of the Incident Management service is required