Service Delivery Manager

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission. Joining the Microsoft Business Operations team will bring you close to the customer and a leading edge go-to-market team. The team has a dynamic, mission-driven culture, with a high degree of passion to meet the needs of US Government customers with a range of solutions. We offer unique opportunities to work across global projects and teams in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy.

Vendor Operations is responsible for contracting, performance management, and continuous improvement execution activities for all outsourced service providers supporting a wide range of business units within Microsoft Business Operations. Our Mission is to be trusted advisors who anticipate and operationally execute on Vendor Operations agreements and opportunities delivering value to both Microsoft and our customers.

The Service Delivery Manager is accountable for end-to-end delivery of all in-scope Vendor Operations services and processes for the US Government, as well as overall vendor performance. The manager has full responsibility for deploying and managing the day-to-day operations at the outsource service provider, accountable for the successful implementation of all initiatives, programs and changes that balance customer satisfaction and cost/benefit impacts. The role is in Reno, Nevada and works directly with vendors and employee operations located in Reno and other locations around the world. The ideal candidate is at ease working in a matrixed, multinational organization, exhibits outstanding organizational, planning, communication, judgement, and negotiation skills, uses data and analytics to drive performance insights and improvements and has a solid customer and compliance focus.

Responsibilities

 
• Manage the Vendor’s operational performance - monitor performance against Service Level Agreements and work with the vendor to address any performance issues.
• Manage the day-to-day relationship between Microsoft and our outsourced vendors for the US Government book of work.
• Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics.
• Planning and management of local month- and quarter-end processes to ensure all key business processes are excellently executed 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 consistently with global processes and best practices.
• Project manage implementation of new processes to production stage at vendors.
• Manage operational budgets to ensure financial targets are met.
• Execute quarterly capacity planning processes that will meet forecasted volumes and service level expectations.
• Regularly communicate with the Senior Leadership team discussing complex and difficult problems to drive to comprehensive solutions.

Other  

• Embody our culture and values 

Qualifications

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.

Other Requirements:

• This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
• Microsoft Cloud Screen Background Check: