At a Glance
- Tasks: Lead service delivery and enhance customer experiences in a dynamic tech environment.
- Company: Join Microsoft, a leader in digital transformation and innovation.
- Benefits: Competitive salary, travel opportunities, and a commitment to diversity and inclusion.
- Other info: Opportunity for career growth in a collaborative and inclusive culture.
- Why this job: Be part of a mission-driven team that empowers organisations and individuals globally.
- Qualifications: Experience in client-facing roles and cloud systems; project management skills are a plus.
The predicted salary is between 60750 - 74250 £ per year.
Microsoft is on a mission to empower every person and every organisation on the planet to achieve more, and the Azure cloud is at the forefront of this mission. Our organisation is looking for a customer obsessed Service Delivery Manager to orchestrate delivery resources from different parts of Microsoft and our partners, be an integral part of creating and enhancing end-to-end managed experiences and ensuring an outstanding customer experience. This role is integral to CXP’s overall operationalisation and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.
Qualifications
- Extensive experience in client/customer facing role
- Demonstrable, relevant Cloud systems experience
- Extensive experience running operations and/or Managed Services
Key Skills
- Proven ability to motivate and influence across teams
- Strong service delivery, time, project, and priority management skills
- Experience with managing critical and complex customer situations or incidents
- Knowledge of the Microsoft technology with solid overview of the Microsoft cloud services
- Project Management/Prosci Change Management/ ITIL certification is a plus
- Understanding DevOps, Site Reliability Engineering, Continuous Improvement is a plus
- Supercomputing/HPC experience is a plus
- Ability to meet Microsoft, customer and/or government security screening requirements is required for this role.
Travel
This role is based in the UK and requires 25-50% travel to customer sites within UK.
Responsibilities
- Coordinate with delivery organizations to maintain high performance levels for service-related processes and continuous improvement
- Take ownership of the most critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders
- Assume ownership of and resolve escalations, providing clear summaries and recommendations
- Participate in regular service review meetings, assisting in representing Azure Customer Experience Teams at customer meetings and providing accurate and regular reports on the performance of service delivery
- Define the best operating model along with OKRs, KPIs and RACIs for ensuring the best customer experience utilising different teams within Microsoft
- Build strong relationships with the broader Microsoft teams and stakeholders
- Drive a culture of customer obsession, delivery excellence, value creation, quality, collaboration, and teamwork in One Microsoft spirit.
As this role is a key operational position, some working out of normal office hours can be anticipated (e.g. operational escalations).
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