Microsoft Supplier Delivery Management - Windows Commercial 

Taiwan, Taoyuan City 

52435923

Required Qualifications:

• Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Engineering, or Business Leadership, or relevant degree
• 6+ years managing outsource vendors, direct customer support experience, program management, and/or support management experience or equivalent experience

Language Qualifications:

• Japanese Language: Business level or above in reading, writing and speaking
• English Language: Business level or above in reading, writing and speaking

Delivery Partner Management

• Tracks, measures, reports, and evaluates global delivery partner performance. Ensures delivery partner (DP) adheres to statements of work (SOW) requirements (e.g., new-hire onboarding, billing guidelines, outlier management, call flows) across multiple delivery partners and/or lines of business (LOBs)
• Proactively coordinates communication and collaboration between delivery partner and internal stakeholders by providing strategic input and guidance on how to improve efficiencies, providing recommendations on bringing on new delivery partners, and improving synergy between existing delivery partners
• Ensures contingency plans are in place and helps delivery partners execute when and/or if necessary
• Ensures DPs follow the latest case management standards and frameworks to deliver consistent customer-facing processes that result in expected customer outcomes and KPIs for Delivery Partners
• Examines operational expenditures, like monthly invoicing and NRCs (non-recurring costs)

Escalation Management

• Monitors, collaborates, and provides input with technical groups and business owners to proactively identify, diagnose, and reduce customer quality issues before they become actual problems
• Manages high priority escalations, as appropriate, and ensures redirection to Critical Situation team(s) where necessary
• Assumes ownership of and resolves escalations within their customers by providing clear summaries and recommendations when escalations need to continue above their level
• Flags themes across issues and holds others accountable for providing solutions to fix issues (e.g., supportability, escalations) before customers experience them
• Maintains a holistic perspective to ensure team is ready and prepared for team and organization-wide changes

Operationalizing Line of Business (LOB) Needs

• Manages multiple business and delivery partners (DPs) covering multiple locations at a large scale
• Sets the rhythm, training, and readiness of resources to ensure delivery partner is prepared and ready
• Ensures delivery partners are delivering on contractual agreements, agreed upon metrics, and are supplied appropriately at a regional or global level
• Drives go-to-green plans by developing, implementing, and tracking project plans
• Takes and creates initiatives in setting strategy, building programs to better organizational processes, and driving them at a global scale. Partners closely with Supplier Delivery Management (SDMs) and other Line of Business (LOB) leads to land operational and quality excellence strategies across delivery partner sites via Partner Technical Advisors (PTAs)
• Ensures payment models are accurate and project plans remain within budget
• Continuously working with Delivery Partners on business opportunities through partnership to improve on CSAT and ASAT
• Works with businesses to understand forecast, volume needs, and executes across the different partners

Workflow Management

• Makes proactive recommendations and builds workflows for the development and continuous improvement of the execution strategies
• Sets strategy and thinks outside of the box on how to improve workflows to make them more simplified, cost effective, and efficient