Business Manager(职位编号：805528)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-13
- 工作地点：上海
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 职位类别：售前/售后技术支持经理
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 805528
Product: (Not Product Specific)
Division: Services & Support
Job Title: Business Manager
Group: Small and Midmarket Solutions & Partners (SMS&P) Technical Services
Division: Asia Pacific & Greater China (APGC) Customer Service & Support
Location(s): Shanghai, China
Microsoft’s partners deliver 96% of Microsoft’s $73 Billion in annual revenue, however they cannot do it without Microsoft’s support. Do you want a high-visibility, strategic role in the team that delivers on the technical services and support that makes Microsoft’s partners successful? Do you want to work in a team that influences how our partners sell, deploy and support the next generation of Microsoft products? Do you want to be a part of a dynamic team that will be integral in helping partners ramp up on, adopt and rollout the largest wave of product releases in Microsoft’s history?
Asia Pacific & Greater China (APGC) SMS&P Support Mission: Achieve the #1 position in all markets in which we participate through the delivery of industry leading pre−sales solutions, proactive services, and technical support that enable our partners to better serve customers and realize their full potential.
Job Purpose/Overview: The Business Manager is responsible for developing and driving the business management framework, processes, metrics, budget, capacity and resource management required for the successful operation of the APGC SMS&P Support Team. This position reports to and works closely with the APGC SMS&P Support Director and manages a wide variety of Rhythm of the Business deliverables that drive the organization’s performance. The role works closely with the regional management team, as well as global and regional stakeholders to balance the financial obligations of the business with the operational goals of the group
Responsibilities:
- Lead and coordinate all aspects of SMS&P Support Annual, Mid-Year (MYR) and quarterly forecasting and Rhythm of the Business (ROB) processes.
- Ensure clear communication and accountability for SMS&P Support scorecards and budget.
- Provide analysis and direction for SMS&P Support business, highlighting growth opportunities.
- Execute continuous productivity and process improvement initiatives.
- Lead effective change & project management and coordinate the successful execution on strategic initiatives.
- Partner with Finance to drive revenue performance and manage headcount, operating expenses, and the team P&L.
- Drive a customer focused culture in SMS&P Support that enables the group to meet and exceed their CPE numbers.
- Create and manage the production of metrics, reports and key performance indicators.
- Partner with leadership to increase employee engagement and drive internal communications.
- Work with the management team to drive operational effectiveness in the group.
Qualifications include:
- The ideal candidate will have a minimum of five to seven year years of experience in project management, program management, or technical service delivery.
- Bachelor’s Degree, preferably in a business or technical discipline. Master’s degree/MBA is a plus.
- Must be a strong project manager and have the ability to effectively juggle multiple projects and priorities at once.
- Strong oral and written communication skills, and be effective at collaborating with a wide variety of stakeholders.
- Must have strong conviction and determination and be able to influence others, including partners, customers and those in Microsoft outside of the SMS&P Support Team.
- Ability to manage conflict and drive agreement on decisions for which conflicting opinions and input exist.
- Should have demonstrated strong problem resolution and decision making skills.
- Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
- Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
- Experience with, or understanding of, technical support and services delivery.
- Demonstrated virtual team leadership capabilities and ability to work effectively with all levels of the organization.
- Familiarity with CRM & ERP industry and software applications is a plus.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 805528
Product: (Not Product Specific)
Division: Services & Support
Job Title: Business Manager
Group: Small and Midmarket Solutions & Partners (SMS&P) Technical Services
Division: Asia Pacific & Greater China (APGC) Customer Service & Support
Location(s): Shanghai, China
Microsoft’s partners deliver 96% of Microsoft’s $73 Billion in annual revenue, however they cannot do it without Microsoft’s support. Do you want a high-visibility, strategic role in the team that delivers on the technical services and support that makes Microsoft’s partners successful? Do you want to work in a team that influences how our partners sell, deploy and support the next generation of Microsoft products? Do you want to be a part of a dynamic team that will be integral in helping partners ramp up on, adopt and rollout the largest wave of product releases in Microsoft’s history?
Asia Pacific & Greater China (APGC) SMS&P Support Mission: Achieve the #1 position in all markets in which we participate through the delivery of industry leading pre−sales solutions, proactive services, and technical support that enable our partners to better serve customers and realize their full potential.
Job Purpose/Overview: The Business Manager is responsible for developing and driving the business management framework, processes, metrics, budget, capacity and resource management required for the successful operation of the APGC SMS&P Support Team. This position reports to and works closely with the APGC SMS&P Support Director and manages a wide variety of Rhythm of the Business deliverables that drive the organization’s performance. The role works closely with the regional management team, as well as global and regional stakeholders to balance the financial obligations of the business with the operational goals of the group
Responsibilities:
- Lead and coordinate all aspects of SMS&P Support Annual, Mid-Year (MYR) and quarterly forecasting and Rhythm of the Business (ROB) processes.
- Ensure clear communication and accountability for SMS&P Support scorecards and budget.
- Provide analysis and direction for SMS&P Support business, highlighting growth opportunities.
- Execute continuous productivity and process improvement initiatives.
- Lead effective change & project management and coordinate the successful execution on strategic initiatives.
- Partner with Finance to drive revenue performance and manage headcount, operating expenses, and the team P&L.
- Drive a customer focused culture in SMS&P Support that enables the group to meet and exceed their CPE numbers.
- Create and manage the production of metrics, reports and key performance indicators.
- Partner with leadership to increase employee engagement and drive internal communications.
- Work with the management team to drive operational effectiveness in the group.
Qualifications include:
- The ideal candidate will have a minimum of five to seven year years of experience in project management, program management, or technical service delivery.
- Bachelor’s Degree, preferably in a business or technical discipline. Master’s degree/MBA is a plus.
- Must be a strong project manager and have the ability to effectively juggle multiple projects and priorities at once.
- Strong oral and written communication skills, and be effective at collaborating with a wide variety of stakeholders.
- Must have strong conviction and determination and be able to influence others, including partners, customers and those in Microsoft outside of the SMS&P Support Team.
- Ability to manage conflict and drive agreement on decisions for which conflicting opinions and input exist.
- Should have demonstrated strong problem resolution and decision making skills.
- Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
- Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
- Experience with, or understanding of, technical support and services delivery.
- Demonstrated virtual team leadership capabilities and ability to work effectively with all levels of the organization.
- Familiarity with CRM & ERP industry and software applications is a plus.
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。