重庆招聘

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 i***estments.

Thousands of front line advisors will be depending on you, as well as our customers (external and internal). No pressure.

We are looking for someone who can understand a fast moving e***ironment that is constantly evolving and improving and grab hold of all of the various change elements to ensure they land smoothly and that the customer is continually delighted.

If you don’t have the network of contacts already you’ll need to develop it quickly, you’ll need to understand change requests of all types and be able to asses their impact on front line.

Managing the change through to delivery and conducting post implementation reviews to help us continually learn and improve will be a core pillar of your role.

You will need to know when to push back, when to accept change into the system and critically how to represent front line teams to the wider business and the wider business back to front line.

The ideal candidate will have managed substantial changes in complex service e***ironments and have a track record of successful project management and communication/ influencing skills.

Core Responsibilities:

* Create and maintain an ‘All Up’ view of the change pipeline – collating data from multiple teams

* Create and utilize an ‘Agent Saturation’ scorecard/ assessment tool that evaluates and manages the amount of change for our front line – ensuring it is always sustainable

* Develop relationships with key stakeholders that enable open discussion about operational ability to deliver change and that challenges the operation to do/ be more

* Represent the operational teams throughout the change process – being the Voice of the Agent (VOA) and Voice of the Customer (VOC)

* Ensure changes are planned for and that the resources required are available to deliver effective change and world class customer experience

* Ensure training material and communication is fit for purpose and sets us up for success (right channel, right content, right time).

* Ensure agent support tools, self-service and online content are properly utilized, synchronized and up-to date to deliver the best results from change initiatives

* Conduct post change reviews to capture learning and deploy this into future changes to ensure ongoing learning for individuals and the organization

Success Criteria: includes:

* Smooth delivery of change in a planned and controlled way

* Strong relationships with wider business and their active engagement of your input

* A gated process to manage change and maintain control – without slowing the business down or being seen to impede trajectory

* Documented programme management process and stakeholder maps

Skills & Qualifications:

* 10+ years of business leadership experience; self-motivated, confident working at a senior executive level and comfortable working in a matrixed organization

* Demonstrated skills in building organizational partnerships - across a matrixed network in CSS Support Business Units and CSS non -delivery organizations..

* Demonstrated experience in combining strategic thinking with ability to execute at a tactical level, while being a leader in an influencing role for a large matrixed global org.

* Demonstrated people management skills, appropriately planning and prioritizing, and delegating resources to most high impact work, and building a strong team that is able to lead through influence.

* Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels

* Relevant Bachelor’s degree or experience commensurate with job expectations for this leadership position is required.

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。