Manager, Service Delivery & Vendor Management

The Manager, Service Delivery & Vendor Management role sits within the Global Vendor Operations team for Microsoft's Operations Service Center (OSC), a part of the Microsoft Business Operations organization. The role is responsible for the Service Delivery management and Vendor Management of our outsourced contracts and ensuring all Service Level Agreements (SLAs) are met by our vendors. This role will manage a team of Service Delivery Managers and Vendor Account Managers globally, and empathy for Diversity & Inclusion will be critical, in addition to being able to demonstrate Model-Coach-Care. The Manager is also responsible for crafting outsourcing strategy, working with stakeholders to determine outsourcing governance in line with local government regulations together with Finance, Procurement and Legal. The role will be the escalation point for vendor related performance.

The successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, judgement, and analytical skills with a customer and compliance focus. If you love the pursuit of excellence and are inspired by empowering every person and every organization on the planet to achieve more, then we invite you to learn more about Microsoft Business Operations and the value we deliver 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.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement

• OR equivalent experience.

• 2+ years management (e.g., people, project, process, vendor, change) experience.

Preferred Qualifications

• 15+ years work experience in Outsourcing Strategy, Supplier Relationship Management, and Service Delivery

• 10+ years of People Management experience, and experience managing a global team with diverse background

• Expertise in Outsourcing Strategy, including ability to map out strategic outsourcing governance, vendor evaluation, and demonstrated significant business impact through contract negotiation

• Established leader in the Outsourcing Industry, and ability to establish and maintain C-Level Supplier Relationship Management in crafting strategies to drive win-win outcome for Microsoft & Supplier

• Proven track record in Service Delivery Management at a global level, ability to design and ensure delivery of service by Supplier, drive continuous improvement and escalation management

Business Program Management M5 - The typical base pay range for this role across the U.S. is USD $112,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $142,200 - $213,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until May 2, 2024.

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.

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

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

• Model

• Live our culture; Embody our values; Practice our leadership principles.

• Coach

• Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.

• Care

• Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others.

Business Program Planning and Design

• Leads teams to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examine business trends (e.g., customer feedback and expectations) to identify audience size and program scope, stay current, agile, and competitive, drive clarity, and deliver energy and results of outcomes impacting the broader unit. Helps teams understand overall business goals, objectives, and strategies, as well as short- and long-term business priorities. Coaches teams to understand and identify current program risks, impact, and mitigation plans impacting the broader unit.

• Leads teams to identify and scope opportunities to develop new programs and improve current ones impacting the broader unit. Coaches teams to identify and resolve root problems (e.g., root-cause analysis), define the program strategy, gather program requirements, identify resource needs, create the project plan and targets, and work across teams to align on the plan of record. Helps teams improve operations of existing programs by applying industry methodology, defining program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Leads teams to drive clarity in complex program issues and strive for simplification.

• Leads teams to work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design programs from initiation to delivery. Tactically delegates the need for delivery of collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met. Simplifies complex inputs into program design.

• Leads teams to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.

Buisness Program Excellence and Execution

• Leads teams to define and execute on a landing and communication plan, such as the target audience(s) and communication strategy, and gets feedback from teams if communication has landed. Helps teams maintain the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Leads teams to work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.

• Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy in. Helps teams leverage data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact. Helps teams adapt communication style and storytelling strategy according to audience and business needs.

Business Program Management

• Leads teams to overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and resource needs for programs. Ensures capacity of the team is aligned to project workload and complexity. Helps teams communicate the program status to relevant stakeholders and holds them accountable for following the established schedule and processes. Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders.

• Leads teams to act as system architects to understand how systems work and impact one another. Helps teams work with other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Helps teams develop processes around scope and scheduled changes for programs, and provides close guidance on how to communicate it to stakeholders. Leads teams to recognize process gaps/inefficiencies and drives strategies for optimization.

Business Program Evaluation and Improvement

• Leads teams to conduct cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Helps teams drive monthly business review (MBR) and helps teams run rhythms regularly to identify what is working and what is not and make improvements accordingly.

• Leads teams to collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as acquisition, usage, impact, effectiveness, and customer feedback to use scorecards and dashboards to monitor programs and ensure all activities align with business and program objectives, and to report up to leadership and create leadership visibility. Helps teams use data analytics (e.g., scenario analyses) to derive insights and training that help identify current and/or future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned that impact the broader unit.

• Leads teams to utilize direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Helps teams define vision and strategy for change, broad and specific impact, and the flow of communication to the organization. Helps teams ensure buy in and adoption of the new program or change by others in the organization. Encourages teams to develop the collateral required to enable key stakeholders and others to be onboard. Leads teams to drive the training, reskilling, and mapping of individuals in partnership with Human Resources (HR).

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