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Microsoft Service Delivery Manager - HPC Supercomputing Taiwan, Taoyuan City 19546968
Yesterday
This leadership role is integral to CXP’s overall operationalization and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.
Key Skills
- Results driven and adaptable; thrives in a fast-paced ambiguous environment
- Proven ability to motivate and influence across teams
- Strong service delivery, time, project, and priority management skills
- Strong documentation skills, proven ability to develop new processes and TSGs
- Able to plan for and rise to a range of project and customer challenges
- Experience with managing critical and complex customer situations or incidents
- Knowledge of the Microsoft technology with solid overview of the Microsoft cloud services
- Strong interpersonal, presentation and communications skills
- Project Management/Prosci Change Management/ ITIL certification is a plus
- Cloud knowledge is a must, Microsoft Azure knowledge is a plus
- Agile methodologies is a must, Azure Devops knowledge is a plus
- High performance computing and/or supercomputing experience is a plus
- 5+ years experience with Azure or other relevant Cloud systems
- 5+ years experience running operations and/or Managed Services
- 5+ years experience in client/customer facing role
- Degree or equivalent required, MBA and/or advanced degrees preferred
Preferred Qualifications
- Public cloud experience
- Right to work in UK
- BPSS and/or SC Clearance
- 5+ years experience running operations and/or Managed Services
- 10+ years experience in client/customer facing role
- Experience Developing Processes
Other Requirements:
The 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. UK Baseline Personnel Security Standards; UK Security Clearance
- This is a customer facing role and the expectation is to be at customer site (South West England) for 2-3 days a week
Responsibilities
- Coordinate with delivery organizations to maintain high performance levels for service-related processes, and recommend and implement improvement activities wherever necessary to support delivery excellence
- Take ownership of the most critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders
- Assume ownership of and resolve escalations, providing clear summaries and recommendations
- Participate in regular service review meetings, assisting in representing Azure Customer Experience Teams at customer meetings and providing accurate and regular reports on the performance of service delivery.
- Define the best operating model along with OKRs, KPIs and RACIs for ensuring the best customer experience utilising different teams within Microsoft.
- Build strong relationships with the broader Microsoft teams and stakeholders to enable effective dialogue exchange between delivery organizations and to gain maximum client satisfaction.
- Be the customer champion: exceed customer expectations through the proactive design and delivery of services.
- Drive a culture of customer obsession, delivery excellence, value creation, quality, collaboration, and teamwork in One Microsoft spirit.
- Listen to feedback, observe and identify areas of improvement, especially in the processes and deliver continuous improvement.
- Develop new processes, TSGs and guidance to improve service delivery
- Understand architecture, understand the contract, understand operational requirements, translate technical details to business language to help close the gap between different part of the organisations.
- Lead regular service review meetings with our partners driving operational excellence
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