Microsoft Senior Supplier Delivery Manager 

Taiwan, Taoyuan City 

78737399

Skills & Qualifications:
• 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
• 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 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 are key advantages.

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.

• 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.

Success Measure:
• Improvement in Delivery Partner KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc. driving strong adherence to SOW
• Close working relationship and strong feedback from delivery partners
• Close collaboration and working relationship with PTAs, DPMs and other internal CSS stakeholders

Stakeholders & Partnerships:
To be successful in this role, the SDM must have effective relationships / partnerships with key stakeholders in the CSS organization, including but not limited to:
• Delivery Partner Leaders
• Partner Technical Advisors
• Delivery Partner Managers in CE&S BO&P team
• Tools teams
• Support Planners
• Release managers