Microsoft Senior Supplier Delivery Manager 

Taiwan, Taoyuan City 

166840685

• English fluency
• 5+ years of business experience; self-motivated
• Strong global communication skills, and skills in building partnerships with customers and partners.
• Ability to navigate and influence in a matrixed organization
• Strong experience, knowledge and understanding of support delivery
• Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, delivery partner outcomes
• Demonstrated experience/ability in resolving customer and delivery partner issues, SOW management and building long-term account relationships
• Ability to create effective and inclusive relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with delivery partners in a highly diverse team
• Relevant Bachelor’s degree or experience commensurate with job expectations is required

Chinese (Mandarin) business proficiency
Relevant Bachelor’s degree or experience commensurate with job expectations is required
Account relationship with delivery partners, managing day-to-day delivery and escalations
Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Delivery Oversight for Outsourced Delivery Partners:
• Provide tools, processes and reporting aligned support delivery oversight in managed outsourced day-to-day frontline delivery
• Maintain overall responsibility for delivery in accordance with defined standards (eg. COPC)
• Undertake consistency efforts to land constant transformation (change management) with our delivery partners, supporting their performance in partnership with other Regional SDMs, tools (CSS & GPS) and business intelligence program managers.
• Strongly collaborate for issue resolution, reduce customer effort, cost efficacy and policy adherence
• Coordinate efforts to experiment new processes / policies deployments & adherence.
• Address tool issues, policy clarifications, and other similar requests
• Drive consistency and best practice sharing across sites around Operational reporting adoption (including taxonomy) & resolution of related issues.
• Introduce playbook to new Delivery Partners and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW)
• Ensure Delivery Partner adheres to SOW requirements (i.e. KPIs, new hire onboarding, billing guidelines, outlier management, contact flows, CARE program…)
• Engage internal stakeholders regarding release management plans and work with PTAs to ensure operational readiness of frontline advocate
• Support Audits (Account / Privacy audits – including Credit support)
• Support Forecasting / delivery partners invoicing structure
• Escalate high risk and systemic issues appropriately to collaborate for resolution.