重庆招聘

Job ID 843839
Location China, Chongqing
Job Category Services & Consulting
Division Services & Support

Job Location - CHONGQING CHINA (CQ)

The Professional Development Resource Manager (PDRM) is responsible for the technical and professional readiness of their teams, and their aggregated billable utilization results. They drive sustained employee productivity and high customer/partner satisfaction results, through assessment, training, and coaching.
Responsibilities:
As team managers, PDRMs regularly perform 1:1s with their employees, conduct performance review and career development discussions at least once a year. They provide feedback on quality, timeliness and cost-effectiveness of customer and internal deliverables and coach their direct reports regularly. PDRMs also develop their own management skills through active participation in Management Excellence events, training, mentoring and communities. Specifically, PDRMs:
- Conduct regularly scheduled one-on-one meetings with consultants to discuss performance, career planning, skills readiness, training plans, etc. The recommended frequency for these meetings is once per month.
- Help consultants maximize utilization through awareness of engagement opportunities and marketing of their skills within the resource management community.
- Assist consultants with ad-hoc requests for support, including conflict resolution, issue escalation, administrative support, career guidance, etc.
- Fulfill administrative responsibilities related to the management of people at Microsoft, including performance reviews, promotion justification, time/expense approval, Consultant Engagement Feedback (CEF) administration, etc.
- In order to assist in staffing/skills readiness planning, coordinate with other Services management roles (RMs, EMs, RPMs) to understand future skills requirements and the Services pipeline.

PDRM’s assign their delivery resources to engagements within their geographies. They review the bench and staffing levels regularly and proactively discuss upcoming resource availability with Services Sales Manager, EMs, and Architects. They ensure that the team grows their delivery skills through 20 days/year of readiness attained through training and events, participation in mentoring, job shadowing (as guest) and Microsoft Services University (new hires only). PDRM’s interact with service line leads to forecast readiness activities for upcoming solutions and offerings. This information is used by the PDRM to prepare the team through training and RAMP programs, for these new engagement opportunities.

PDRM’s drive customer satisfaction through their direct reports. Stakeholder feedback is continuously collected by the PDRM and acted upon to drive positive customer and partner satisfaction in these areas:
- Conditions of Satisfaction
- Service Delivery Plan updates
- Customer status reports
- Responsiveness to stakeholders
- Delivering on engagement commitments
- Raising engagement issues proactively
- Any remaining Geo specific items specific to Customer Satisfaction

Qualifications:
- 8-10 years of related experience
- Team management experience required
- Previous experience managing professional services staff is necessary.
- The preferred candidate will have strong Communication Skills and strong Interpersonal Skills.
- The candidate should have a technical and services background.
- The candidate should have had prior experience in working in a multi-cultural environment with proven experience in multi-country pre-sales and project delivery along with experience in working with offshore teams.
Must be fluent in English and Mandarin

Microsoft is an equal opportunity employer and supports workforce diversity.

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。