Microsoft BPO Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced providers supporting the OEM, Volume Licensing, MBS, Enterprise Services, P&LS and EDSG organizations out of Microsoft’s Regional Operating Centers worldwide. 

 Our Mission is to be trusted advisors who anticipate and operationally execute on BPO agreements and opportunities delivering value to both Microsoft and our Customers.   

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft and to our customers and partners.

We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.  We make doing business with Microsoft easy. !

We are currently looking for a Support Delivery Manager to join the team!  The individual in this role will be accountable for customer requirement gathering, service transition management and project management for in-scope Business Process Outsource (BPO) services for Commercial Operations for Microsoft.  He/she will be accountable for the successful implementation of initiatives, programs and changes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. 

The role is in Reno,NV  and will work directly with several vendor operations located in Reno, Dublin, Singapore and the Philippines which deliver a range of BPO services as part of our Global network of operational delivery centers.    A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and negotiation skills, and have a strong customer focus. 

Responsibilities

Responsibilities:  

Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics 

Ongoing, capacity Planning, management of seasonality impacts and end to end processes to ensure agreements, orders or key business processes are executed excellently as part of the Global operational plan  

Ensure outsourced Vendor processes meet global controls and compliance requirements   

Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics  

Agree and monitor appropriate corrective action plans and deal with any local escalations  

Change Management - oversee vendor readiness to support new program launches, changes to business rules, processes and tools.   

Ensure SOPs are in place and executed consistent with global processes and best practices  

Project manage implementation of new processes to production stage at vendors  

Assist in arranging and conducting local vendor compliance audits to ensure vendor is meeting MSOW requirements.

Essential qualities include:  

Strong communication and influencing skills - person needs to be able to manage BPO delivery and expectations   

Strong business knowledge and ability to set clear expectations for business outcomes within a global multi-site operation  

Proven experience of influencing other organizations where their support is critical to success  

Ability to work across groups managing individuals both directly and indirectly to achieve a common goal   

A good understanding of change management, the importance of it, approaches, key tasks and timelines  

Ability to thrive in a fast-paced multinational environment working across multiple lines of business  

Very strong team player with excellent interpersonal skills 

Qualifications

 Basic Qualifications:  

Bachelor’s degree or equivalent work experience 

A minimum of 4 years of accumulated outsourcing management experience in an offshore environment supporting a global delivery business - must have both contract management and service delivery related experience. 

Strong project/ program management skills

Requirment gathering and Implementation experience

Able to work across cultures effectively, valuing diversity within virtual team

Excellent verbal and written communications skills  

Working knowledge of international business practices.   

Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products.

Preferred Qualifications:  

Strong implementation/change management  skills

 MBA is a plus.  

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, 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.