Microsoft Consulting Practice Leader 

India, Karnataka, Bengaluru 

512580274

Creates a customer-centric culture within the practice that drives digital transformation and ensures customer satisfaction across the entire operating unit by maintaining stakeholder relationships, reviewing and acting on voice of customer (VoC) feedback (e.g., surveys, listening systems), sharing learnings across practices, alleviating customer blockers as a point of escalation, and sponsoring systemic improvements to the customer experience across workstreams. Holds accountability for portfolio, account, and financial management in presales and delivery. Owns highly strategic and complex customer relationships. Leads direct engagements with large, complex customers and serves as a delivery sponsor for a select number of assigned customers. Supports strategic relationships with key stakeholders in the customer portfolio, often as part of a steering committee, to ensure service delivery is on track and major issues are being anticipated, identified, and managed. Establishes accountabilities to drive customer outcomes and ensure internal stakeholders are in place.

Alleviates customer blockers as a point of escalation by working with direct reports and key stakeholders to manage customer escalations and resolve issues at the practice level. Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams (e.g., Sales, Architects).

Develops and maintains highly complex business relationships through conversations and in-person customer engagements, leveraging in-depth knowledge of customer's business and industry. Ensures relationship plans are part of account strategic plans and acts as an executive sponsor to maintain senior-level relationships across their business. Communicates current view of delivery to customer executives on a regular cadence, as appropriate. Supports new, high-impact customer opportunities in partnership with Sales with highly significant or global impacts for Microsoft.

For assigned customers and for their team, supports guidance of customers/partners through relevant change initiatives and leverages core change-management methods and techniques. For assigned customers and for their team, supports management of changes (e.g., negotiations, change requests, amendments, customer expectations) while overseeing financial accountability and overall responsibility between Microsoft and the client.

Orchestrates a large cross-functional team to drive high-impact business growth, profitability, utilization, maturity, quality, etc., through delivery by developing a rhythm of business (ROB), fostering a culture of manager excellence, promoting teamwork and collaboration, recognizing and aligning team strengths to capability needs, and leveraging diverse perspectives to understand customers. Governs areas of fiscal responsibility, through delivery team, staying within budget while driving engagement profitability and risk management.

Ensures delivery excellence and maximizes efficiency of resources for a large practice by managing complex scopes and budgets, balancing funding and resources across workstreams, communicating resource needs (e.g., hiring, resource planning, capacity) with the business, collaborating to meet those needs, and leveraging in-depth resource-management experience and expertise.

Creates a problem solving climate across teams that resolves complex or high-impact delivery issues across lifecycle of deal (e.g., lead to order, order to cash, resourcing, pricing, invoicing, proof of execution) through cross-cultural collaboration and partnerships (e.g., Selling partners) to ensure sustained delivery quality. Interfaces at high levels in organization (e.g., executives) to resolve critical issues (e.g., subsidiary, worldwide issues).

Applies governance controls to mitigate and manage risks and ensure policy compliance in delivery and sales. Models and holds team accountable for execution and adherence to Microsoft Consulting processes (e.g., Enterprise Consulting Authorization Policy, Delivery excellence processes/procedures, time tracking/approvals). Documents and executes plans to mitigate identified risks for challenged deliveries.

Drives action plans and continuous improvement plans to increase maturity of organization and delivery quality using feedback from others and industry standards. Influences others to secure resources for deliveries, and holds teams accountable for maintaining obligations to customer contracts and ensuring delivery services across the services lifecycle. Attends steering committee meetings, as needed, with strategic customers to remove blockers and ensure delivery success.

Builds organizational capability by leveraging in-depth industry knowledge to anticipate and plan for future capability needs, investing in key professional development opportunities for their team members, conducting succession planning, defining career development plans, and providing coaching to develop process proficiency, leadership, and technical skills. Adheres to the Model, Coach, Care framework and Leadership Principles to attract, develop, and retain talent, deliver results through teamwork as One Microsoft, role model Microsoft values, and commit to performance management across their practice.

Drives margin targets by leading a forecasting rhythm (e.g., monthly business rhythms) for delivered revenue (e.g., Industry Solutions Delivery, key dependencies to Delivery Value), consumption, and utilization to predict business results for a large, complex geographic area. Drives internal revenue targets through team by providing guidance and monitoring progress. Performs analyses and identifies insights that support key-operating mechanisms (e.g., capacity planning, hiring, delivery excellence), and recommends changes to improve outcomes.

Drives clear expectations with all team members around intellectual property (IP) reuse in alignment with organization goals (e.g., proactive delivery/efficiency targets, projects/pre-sales), while actively assessing existing reuse behaviors and coaching team members to drive an increase in reuse behaviors. Delivers proactive change-management plans to customers leading business transformation and evolution through IP reuse and worldwide offerings/managed intellectual property (MIP). Identifies and implements innovative new opportunities for IP reuse.

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