Microsoft
Manager, Service Delivery & Vendor Management
Microsoft, Reno, Nevada, United States, 89550
Manager, Service Delivery & Vendor Management
role sits within the Global Vendor Operations team for Microsoft’s Operations Service Center (OSC), a part of the Microsoft Business Operations organization. The role is responsible for the Service Delivery management and Vendor Management of our outsourced contracts and ensuring all Service Level Agreements (SLAs) are met by our vendors. This role will manage a team of Service Delivery Managers and Vendor Account Managers globally, and empathy for Diversity & Inclusion will be critical, in addition to being able to demonstrate Model-Coach-Care. The Manager is also responsible for crafting outsourcing strategy, working with stakeholders to determine outsourcing governance in line with local government regulations together with Finance, Procurement and Legal. The role will be the escalation point for vendor related performance.
The successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, judgement, and analytical skills with a customer and compliance focus. If you love the pursuit of excellence and are inspired by empowering every person and every organization on the planet to achieve more, then we invite you to learn more about Microsoft Business Operations and the value we deliver to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work.
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.
ResponsibilitiesPeople Management
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.Model - Live our culture; Embody our values; Practice our leadership principles.Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.Business Program Planning and Design
Leads teams to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examine business trends (e.g., customer feedback and expectations) to identify audience size and program scope, stay current, agile, and competitive, drive clarity, and deliver energy and results of outcomes impacting the broader unit. Helps teams understand overall business goals, objectives, and strategies, as well as short- and long-term business priorities.Leads teams to identify and scope opportunities to develop new programs and improve current ones impacting the broader unit.Leads teams to work with cross-functional stakeholders (e.g., Engineering) to design programs from initiation to delivery.Leads teams to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]).Business Program Excellence and Execution
Leads teams to define and execute on a landing and communication plan.Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy-in.Business Program Management
Leads teams to overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and resource needs for programs.Leads teams to act as system architects to understand how systems work and impact one another.Business Program Evaluation and Improvement
Leads teams to conduct cost-benefit analyses to examine performance to value drivers.Leads teams to utilize direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise.Other
Embody our culture and value.Qualifications
Required/Minimum Qualifications
Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement.2+ years management (e.g., people, project, process, vendor, change) experience.Preferred Qualifications
15+ years work experience in Outsourcing Strategy, Supplier Relationship Management, and Service Delivery.10+ years of People Management experience, and experience managing a global team with diverse background.Expertise in Outsourcing Strategy, including ability to map out strategic outsourcing governance, vendor evaluation, and demonstrated significant business impact through contract negotiation.Established leader in the Outsourcing Industry, and ability to establish and maintain C-Level Supplier Relationship Management in crafting strategies to drive win-win outcome for Microsoft & Supplier.Proven track record in Service Delivery Management at a global level.
#J-18808-Ljbffr
role sits within the Global Vendor Operations team for Microsoft’s Operations Service Center (OSC), a part of the Microsoft Business Operations organization. The role is responsible for the Service Delivery management and Vendor Management of our outsourced contracts and ensuring all Service Level Agreements (SLAs) are met by our vendors. This role will manage a team of Service Delivery Managers and Vendor Account Managers globally, and empathy for Diversity & Inclusion will be critical, in addition to being able to demonstrate Model-Coach-Care. The Manager is also responsible for crafting outsourcing strategy, working with stakeholders to determine outsourcing governance in line with local government regulations together with Finance, Procurement and Legal. The role will be the escalation point for vendor related performance.
The successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, judgement, and analytical skills with a customer and compliance focus. If you love the pursuit of excellence and are inspired by empowering every person and every organization on the planet to achieve more, then we invite you to learn more about Microsoft Business Operations and the value we deliver to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work.
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.
ResponsibilitiesPeople Management
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.Model - Live our culture; Embody our values; Practice our leadership principles.Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.Business Program Planning and Design
Leads teams to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examine business trends (e.g., customer feedback and expectations) to identify audience size and program scope, stay current, agile, and competitive, drive clarity, and deliver energy and results of outcomes impacting the broader unit. Helps teams understand overall business goals, objectives, and strategies, as well as short- and long-term business priorities.Leads teams to identify and scope opportunities to develop new programs and improve current ones impacting the broader unit.Leads teams to work with cross-functional stakeholders (e.g., Engineering) to design programs from initiation to delivery.Leads teams to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]).Business Program Excellence and Execution
Leads teams to define and execute on a landing and communication plan.Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy-in.Business Program Management
Leads teams to overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and resource needs for programs.Leads teams to act as system architects to understand how systems work and impact one another.Business Program Evaluation and Improvement
Leads teams to conduct cost-benefit analyses to examine performance to value drivers.Leads teams to utilize direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise.Other
Embody our culture and value.Qualifications
Required/Minimum Qualifications
Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement.2+ years management (e.g., people, project, process, vendor, change) experience.Preferred Qualifications
15+ years work experience in Outsourcing Strategy, Supplier Relationship Management, and Service Delivery.10+ years of People Management experience, and experience managing a global team with diverse background.Expertise in Outsourcing Strategy, including ability to map out strategic outsourcing governance, vendor evaluation, and demonstrated significant business impact through contract negotiation.Established leader in the Outsourcing Industry, and ability to establish and maintain C-Level Supplier Relationship Management in crafting strategies to drive win-win outcome for Microsoft & Supplier.Proven track record in Service Delivery Management at a global level.
#J-18808-Ljbffr