Support Del manager (职位编号：1016736)
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：2017-03-21
- 工作地点：国外
- 招聘人数：1人
- 工作经验：5-7年经验
- 学历要求：本科
- 职位类别：技术支持/维护经理
职位描述
职位描述：
Support Del Mgr
O365 Consumer Support Delivery Manager (SDM), Customer Service and Support (CSS), Worldwide Services
With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.
We are looking for strategic, global business leader with strong support delivery, customer engagement, and supplier experience to work with outsourced suppliers to manage outsourced day-to-day frontline delivery for our Office suite of products.
The ideal candidate must have a strong customer mindset, service delivery management experience and have a passion for driving support delivery to high, defined standards. He/she must be able to drive issue resolution with outsourced suppliers and manage high priority escalations, as appropriate. This person will act as delivery oversight for suppliers and will drive strategies for improved issue handling consistency and efficiency.
Core Responsibilities:
Delivery Oversight for Outsourced Suppliers
* Provide product-aligned technical support delivery oversight and manage outsourced day-to-day frontline delivery
* Maintain overall responsibility for delivery in accordance with defined standards
* Undertake day-to-day performance mgmt. of suppliers incl. service level monitoring, and escalate high risk and systemic issues to DPAMs
* Drive issue resolution, reduced customer effort, cost efficacy and policy adherence
* Manage high priority escalations as appropriate and ensure redirection to CritSit in SE&S where necessary
* Address tool issues, policy clarifications, and other similar requests
* Drive consistency and best practice sharing across sites
* Introduce playbook to new Supplier and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW)
* Ensure Supplier adheres to SOW requirements, i.e. new hire onboarding, billing guidelines, outlier management, call flows
* Engage with Release Excellence regarding release management plans and work with TAs to ensure operational readiness of frontline agents
Success Measures
* Improvement in supplier KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc., as well as adherence to SOW
* Close working relationship and strong feedback from delivery partners
* Close collaboration and working relationship with TAs, DPAMs and other internal CSS stakeholders
Stakeholders & Partnerships:
To be successful in this role, the SDM must have effective relationships / partnerships with key stakeholders in the CSS organization, including but not limited to:
* Partner/supplier delivery leaders
* Technical Advisors
* Vendor Account Managers in RSVP
* Frontline Process Excellence and Release Excellence in O&DE
* OPG Engineering Teams
Skills & Qualifications:
* 5+ years of business experience; self-motivated
* Strong global communication skills, and skills in building partnerships with customers and partners. Ability to navigate and influence in a matrixed organization
* Strong experience, knowledge and understanding of support delivery
* Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, partner and supplier outcomes
* Demonstrated experience/ability in resolving customer and supplier issues, SOW management and building long-term account relationships
* Account relationship with customers, partners and suppliers, managing day-to-day delivery and escalations
* Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
* Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers
* Relevant Bachelor’s degree or experience commensurate with job expectations is required
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
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Job 1016736
Locations India, Bangalore
Job families Business programs & operations
Teams Applications and services
Support Del Mgr
O365 Consumer Support Delivery Manager (SDM), Customer Service and Support (CSS), Worldwide Services
With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.
We are looking for strategic, global business leader with strong support delivery, customer engagement, and supplier experience to work with outsourced suppliers to manage outsourced day-to-day frontline delivery for our Office suite of products.
The ideal candidate must have a strong customer mindset, service delivery management experience and have a passion for driving support delivery to high, defined standards. He/she must be able to drive issue resolution with outsourced suppliers and manage high priority escalations, as appropriate. This person will act as delivery oversight for suppliers and will drive strategies for improved issue handling consistency and efficiency.
Core Responsibilities:
Delivery Oversight for Outsourced Suppliers
* Provide product-aligned technical support delivery oversight and manage outsourced day-to-day frontline delivery
* Maintain overall responsibility for delivery in accordance with defined standards
* Undertake day-to-day performance mgmt. of suppliers incl. service level monitoring, and escalate high risk and systemic issues to DPAMs
* Drive issue resolution, reduced customer effort, cost efficacy and policy adherence
* Manage high priority escalations as appropriate and ensure redirection to CritSit in SE&S where necessary
* Address tool issues, policy clarifications, and other similar requests
* Drive consistency and best practice sharing across sites
* Introduce playbook to new Supplier and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW)
* Ensure Supplier adheres to SOW requirements, i.e. new hire onboarding, billing guidelines, outlier management, call flows
* Engage with Release Excellence regarding release management plans and work with TAs to ensure operational readiness of frontline agents
Success Measures
* Improvement in supplier KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc., as well as adherence to SOW
* Close working relationship and strong feedback from delivery partners
* Close collaboration and working relationship with TAs, DPAMs and other internal CSS stakeholders
Stakeholders & Partnerships:
To be successful in this role, the SDM must have effective relationships / partnerships with key stakeholders in the CSS organization, including but not limited to:
* Partner/supplier delivery leaders
* Technical Advisors
* Vendor Account Managers in RSVP
* Frontline Process Excellence and Release Excellence in O&DE
* OPG Engineering Teams
Skills & Qualifications:
* 5+ years of business experience; self-motivated
* Strong global communication skills, and skills in building partnerships with customers and partners. Ability to navigate and influence in a matrixed organization
* Strong experience, knowledge and understanding of support delivery
* Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, partner and supplier outcomes
* Demonstrated experience/ability in resolving customer and supplier issues, SOW management and building long-term account relationships
* Account relationship with customers, partners and suppliers, managing day-to-day delivery and escalations
* Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
* Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers
* Relevant Bachelor’s degree or experience commensurate with job expectations is required
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
职能类别： 技术支持/维护经理
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。