Microsoft
Corporation is an American multinational corporation headquartered in
Redmond, Washington, that develops, manufactures, licenses, supports and
sells computer software, consumer electronics and personal computers
and services. Its best known software products are the Microsoft
Windows
line of operating systems, Microsoft Office office suite, and Internet
Explorer web browser. Its flagship hardware products are the Xbox game
consoles and the Microsoft Surface tablet lineup. It is the world’s
largest software maker measured by revenues. It is also one of the
world’s most valuable companies.
Job Title: Delivery Management Manager
- QualificationBA/BSc/HND
- Experience
5 years
The
Delivery Management Manager (DMM – Qualifier: Account or Territory) is
responsible for the end-to-end service delivery responsibility within an
assigned portfolio of customer accounts in ether the Top &
Relationship segment (Q-Acount) or in the Managed & Scale Segment
(Q-Territory), representing Microsoft Services throughout the deal
phases whilst demonstrating a critical partnership with Sales. Serves
as the single point of accountbility and/or escalation point for their
assigned customers. This role has direct people management
responsibility for both MCS & Premier delivery resources and
supervises the services delivery of their assigned team members
including Account Delivery Managers (ADE), Engagement Managers (EM),
Technical Account Managers (TAM), Services Delivery Managers (SDM), and
Enterprise Architects (EA). Typically reports to a Services Practice
Leader (SPL). The DM Manager is on point to drive customer
satisfaction, services revenue growth & profitability, reviewing and
approving Services Delivery Plans for customers in the assigned
portfolio.
Duties include:
• Provide review, oversight and approval from proposal through delivery
• Grow the business through mentoring, talent pipeline development, and community evangelism
•
Drive operational excellence and innovation through delivery best
practices leveraging Microsoft Services Business Capabilities
• Drive
active team participation on Community activities, Knowledge
Management, IP creation and re-use supporting a Collective Knowledge
culture by leveraging Services Foundational Principles (SFP) and Support
vNext
• Drive Portfolio/Project Profitability, Forecast Accuracy,
and Revenue Recognition, for consulting and premier contracts, and other
financial and business metrics, as well as data accuracy
• Coaches
and develops direct reports, conducts regular connect meetings and holds
annual performance reviews with direct reports
• Drive a proactive consulting, support and operations business
enhancing customer experience in Microsoft products, devices and
services
• Control adherence to business strategy by providing internal management risk assessments
• Drive successful solution deployments and ensure proper business value while maintaining high customer/partner satisfaction
Summary of % Responsibility/Activity Estimated Annual % of Time
- Customer/Account Related Activity 55%
- People Management Activity 35%
- Services Leadership Activity 10%
- Breakdown of Above Responsibilities
- Business Value & Relationship Management – End to End
Business Approach: 15 %
• Leads their team to influence and manage customer expectations,
based on an end-to-end Delivery – Support lifecycle for assigned
account(s). Recommends, delivers and supports technologies and services
that meet current needs, and evolves strategies to adapt to future
needs.
• Recommends innovative ways to realize business objectives
• Ensures Governance activities occur in line with Account management and quality outcomes
Opportunity Management: 15 %
• Leverages the team to identify and drive opportunities for new
Services delivery through existing delivery contacts and relationships
developed in additional functional orgs or business units.
• Maps
Microsoft solutions and strategies to the customer environment and
drives a strategic development and delivery plan to provide the highest
value to the customer
• Works with Services Sales Manager(s) and
Services Executive(s) to execute an intentional sales and business
development strategy to meet customer / market demand
Contract Initiation: 5%
• Drives clarity and customer understanding in ensuring the creation
of contracting documents necessary to proceed with delivery of services.
• Oversees/ Reviews the structuring of consulting and support
contracts to ensure they are of high quality and properly scoped to meet
the customer’s requirements and Services profitably and risk managemen
Delivery & Resource Management: 20 %
• Accountable for end to end delivery strategy that positively impacts business growth
•
Reviews the current portfolio of engagements and contracts regularly to
ensure delivery is on track within approved scope or that scope changes
are properly handled (scope change requests, contract add-ons, etc.)
•
Manages Account Delivery & Relationship Management roles, to exceed
customer and partners business requirements and within policy to match
customer and partner demand and/or contract expectations
• Ensures
team is adopting Delivery Management standards (SDM and PSDM) and
monitor the rhythm of the delivery business on a regular basis
• Decreases the gaps identified by workforce planning and Practice Maturity assessments
People Management: 25%
• Acts as a role model and encourages continuous personnel and organizational improvement.
•
Coaches and develops direct reports, conducts regular connect meetings
and holds annual performance reviews with direct reports.
• Leads the Microsoft Services transformation acting as an change agent and being a role model
Customer/Partner: 10%
• Support, coach and enable employees and partners to drive delivery
excellence through customer satisfaction activities (conditions of
satisfaction) and behaviors
Leadership: 10 %
• Communicate Microsoft vision and drive Microsoft strategies & priorities
• Acts as a role model and business leader
•
Takes ownership of and resolves escalations within their practice,
providing clear summaries and recommendations when escalations need to
continue above their level.
• Ensures their team reviews and
contributes (as appropriate) to Account Plans (APs), Services Growth
Plans (SGPs), Services Delivery Plans (SDPs), and Deployment Blocker
Analysis
Role and Description of Role/Responsibility:
Results:
Efficient and Proactive management of the consulting and support
contracts portfolio: demonstrating a profitable Delivery margin,
predictability & growth in Services Revenue, Customer Satisfaction,
and driving business in line with Microsoft strategy.
Position Scope:
This role owns resolving customer escalations to foster loyalty and
repeat services business. Liaison across other Microsoft internal
groups. Takes ownership and has the ability to communicate at Cx level
within the Account.
Decision Making:
Manages pre-sales investment, resource allocation, profitability of
delivery engagements within the account, resource mix and delivery
strategy
Strategy and Development:
This role proactively defines and executes against the consulting and
support contracts portfolio leveraging customer value from their
current and future investment in the Microsoft Platform, Devices and
Services. Drives intentional business development as opposed to
opportunistic selling.
People Management:
Builds high performing teams that consistently aligns core
priorities. Acts as a role model for continuous self-improvement and
creates an environment in which all members feel challenged and
supported. Attracts, retains, and develops individuals. Establishes a
diverse & inclusive team culture.
The DMM is accountable for Leadership and People Development tasks
including, but not limited to, Employee 1:1s, Mentoring, Connect
Meetings, Team Building & Employee Development.
The DMM is also accountable for Performance Evaluation of direct
reports including regular core priority setting and review, Career
discussions and End of Year Performance reviews. The DMM is also a key
stakeholder and active participant in the workforce planning,
recruiting, hiring and on boarding processes.
Communication/ Business Relationships:
Expands the Microsoft footprint across the assigned account portfolio
and delivery plans. Support the Delivery & Relationship
Management roles to act as a trusted advisor to their customers,
providing valuable insights on ways to improve their organization
through Microsoft solutions. Teams with appropriate resources within
Microsoft to present a seamless experience for the customer. Ensures
timeliness and relevance of new business proposals.
Fiscal Responsibilities:
Manages a well-governed business meeting all scorecard key
performance indicators (KPIs) and Critical Indictors of Success around
growth, profitability, employee, partner and customer satisfaction while
conforming to Microsoft business practices and company priorities. As
a leadership role in the Services Practice structure, the DMM has a
strategic view of the complete services business life cycle. DMMs are
responsible for prioritizing strategic business objectives including
executive sponsorships, workloads, EPG collaboration, partner strategy,
and business investments but focused on delivery and relationship
management activities.
Experience:
– 5- 8 years of related Experience
Education:
– Bachelor’s Degree (B.S./B.A.)
– MBA
Professional Training and Certification:
– PMP
Knowledge, Skills and Abilities:
In addition to core competencies the following knowledge, skills and
abilities are required for the Account Delivery Manager role
• Proven capability to deliver strong transformational programs
• Innovation and leadership
• Active participation in Communities
• Ability to define and clearly communicate Account strategy & ROI
• Understanding of markets, customers and competitive products.
• Relevant Industry knowledge
• Ability to translate business requirement into technology solutions and driving these to business value
• Ability to encourage teamwork and collaboration through effectively managing change
• Problem solving and escalation management
• Executive Maturity
• An ability to articulate IT operations and supporting business process management
• Strong People Management ability supporting Microsoft values
How to Apply
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