Program Manager -Support Policy & Offering(职位编号：809856)
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
- 语言要求：英语熟练
- 职位类别：项目经理
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 809856
Product: (Not Product Specific)
Division: Services & Support
Are you a high-energy, customer focused and passionate collaborative IT service expert?
Do you want to work with a team that is changing the way customers, partners and Microsoft interact day to day?
Do you have a passion for driving innovation, business impact across countries in Asia?
If the answer is yes, then the APGC CSS Business Development & Communication team has an immediate opening for you.
Responsibilities include:
- Representing APGC in WW support policy and offering projects for global consistency and market growth
- Establishing strong relations with WW stakeholders, e.g. Global Support Policy and Offering Leads, Support policy and Offering Program Managers in other regions, and participating in WW projects during planning stage and feedback regional needs/insights
- Work with local respective team to land WW policy and offering to APGC region with fully awareness of regional diversity, e.g. culture difference, local languages and economic level of local market
- Being a trusted advisor and point of contact for both CSS and SMSG stakeholders at regional level during business planning, development, landing and maintenance
- Being equipped with solid support policy and offering knowledge, e.g. Microsoft Licensing Structure, Premier Offering Catalogue, Partner Program and Support Lifecycle, with strong insights with audiences needs and understanding on competitive landscape
- Based on deep understanding of end users and partners’ needs, leading offering review, update, innovate new offering or offering change in the region and work with relative stakeholders to make it happen, to maximize the impact on CPE, Finance or Market Share
- Building strong relations with CSS and SMSG stakeholders, e.g. Enterprise Service, PFE, BG and CPE lead, and working through those relationships to incorporate or evangelize our offering as a differentiator for Microsoft
- Handling escalations questions from stakeholders if needed, and working with various internal groups involved to insure customer success and closing loop internally through effective cross-group collaboration
- Guiding internal teams to ensure progress on deliverables, consistency in approach, sharing of best practices, and collaboration on Last Mile Excellence enhancing service delivery.
- Being able to measure the impact of each projects and provide constructive feedback for future improvement
Competencies:
- Excellent analytical problem solving by breaking down problems into simple terms and being systematic in the approach to solving complex problem
- Outstanding cross-team collaboration and demonstrated capability of leading virtual team to drive results beyond expectation
- With regional insight to design and implement by using a global perspective with the end customer in mind
- Able to generate support from others to achieve the desired business outcomes with strong impact and influencing power
- Exceptional project management, business development and strong communication skills are required
Qualifications:
- 7+ years IT industry working experience
- Exceptional project management, business development and strong communication skills are required
- Superior Microsoft business understanding and problem analytic skills
- Strong passion for Microsoft technologies, products and customer service
- Fluent spoken and written English
- Six Sigma knowledge, while Green Belt or Black Belt is preferred
- Knowledge of Microsoft Licensing Program, Support Lifecycle Program, Partner Program, Premier and PFE Offering Catalogue
- PMP certificate is preferred
Technical Requirements:
- Microsoft Office, especially for Word, Excel, PowerPoint and Visio
- Good at SharePoint customization
- Basic knowledge and understanding of Microsoft Server product, e.g. Exchange and SQL
Education:
- Bachelor or Master Degree in Computer Science, Electronic Engineering, Marketing or Business Management equivalent experience.
- MBA is preferred
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 809856
Product: (Not Product Specific)
Division: Services & Support
Are you a high-energy, customer focused and passionate collaborative IT service expert?
Do you want to work with a team that is changing the way customers, partners and Microsoft interact day to day?
Do you have a passion for driving innovation, business impact across countries in Asia?
If the answer is yes, then the APGC CSS Business Development & Communication team has an immediate opening for you.
Responsibilities include:
- Representing APGC in WW support policy and offering projects for global consistency and market growth
- Establishing strong relations with WW stakeholders, e.g. Global Support Policy and Offering Leads, Support policy and Offering Program Managers in other regions, and participating in WW projects during planning stage and feedback regional needs/insights
- Work with local respective team to land WW policy and offering to APGC region with fully awareness of regional diversity, e.g. culture difference, local languages and economic level of local market
- Being a trusted advisor and point of contact for both CSS and SMSG stakeholders at regional level during business planning, development, landing and maintenance
- Being equipped with solid support policy and offering knowledge, e.g. Microsoft Licensing Structure, Premier Offering Catalogue, Partner Program and Support Lifecycle, with strong insights with audiences needs and understanding on competitive landscape
- Based on deep understanding of end users and partners’ needs, leading offering review, update, innovate new offering or offering change in the region and work with relative stakeholders to make it happen, to maximize the impact on CPE, Finance or Market Share
- Building strong relations with CSS and SMSG stakeholders, e.g. Enterprise Service, PFE, BG and CPE lead, and working through those relationships to incorporate or evangelize our offering as a differentiator for Microsoft
- Handling escalations questions from stakeholders if needed, and working with various internal groups involved to insure customer success and closing loop internally through effective cross-group collaboration
- Guiding internal teams to ensure progress on deliverables, consistency in approach, sharing of best practices, and collaboration on Last Mile Excellence enhancing service delivery.
- Being able to measure the impact of each projects and provide constructive feedback for future improvement
Competencies:
- Excellent analytical problem solving by breaking down problems into simple terms and being systematic in the approach to solving complex problem
- Outstanding cross-team collaboration and demonstrated capability of leading virtual team to drive results beyond expectation
- With regional insight to design and implement by using a global perspective with the end customer in mind
- Able to generate support from others to achieve the desired business outcomes with strong impact and influencing power
- Exceptional project management, business development and strong communication skills are required
Qualifications:
- 7+ years IT industry working experience
- Exceptional project management, business development and strong communication skills are required
- Superior Microsoft business understanding and problem analytic skills
- Strong passion for Microsoft technologies, products and customer service
- Fluent spoken and written English
- Six Sigma knowledge, while Green Belt or Black Belt is preferred
- Knowledge of Microsoft Licensing Program, Support Lifecycle Program, Partner Program, Premier and PFE Offering Catalogue
- PMP certificate is preferred
Technical Requirements:
- Microsoft Office, especially for Word, Excel, PowerPoint and Visio
- Good at SharePoint customization
- Basic knowledge and understanding of Microsoft Server product, e.g. Exchange and SQL
Education:
- Bachelor or Master Degree in Computer Science, Electronic Engineering, Marketing or Business Management equivalent experience.
- MBA is preferred
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。