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 you – 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.

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).

Qualifications

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.
• Supercomputing/HPC experience is a plus.

Experience

• Extensive experience in client/customer facing role.
• Demonstrable, relevant Cloud systems experience.
• Extensive experience running operations and/or Managed Services.

Ability to meet Microsoft, customer and/or government security screening requirements is required for this role. These requirements may include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check; UK Baseline Personnel Security Standards; UK Security Clearance.

Travel

This role is based in the UK and requires 25-50% travel to customer sites within UK.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, colour, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. #AzCXP

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.