Dynamics- Supplier Delivery Manager

5 days ago


مصر, Egypt Microsoft Corporation Full time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:
We are looking for an intellectually curious, customer-obsessed SDM to lead a team of highly skilled Delivery Partners (DP’s) supporting our Dynamics products. As one of the largest service and support networks in the industry, Microsoft Customer Experience and Success (CEnS) helps more than one billion customers around the world each year. We deliver technical support to our business customers for our on-premise and cloud products and services. As a member of our team, you will be in the forefront of the Microsoft technologies with interactions across the full spectrum of our products and services, on-premise and in the cloud. You will be surrounded by people that are insatiably curious and always learning, obsessed about our customers, and who believe that world class support is critical to customer success.

You will be part of a very diverse team in an inclusive environment, where all opinions are valued. You will represent Microsoft to our customers & Delivery Partners and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft’s Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

We are looking for someone who is a lifetime learner and has a demonstrated track record in building teams through effective and strong leadership, who has empowered people to help customers succeed.
The qualifications required include both excellent organizational and managerial skills as well as demonstrated leadership and customer service skills. Among those are oral and written communications skills, organization and time management skills, motivational and leadership skills as well as a general sense of the business.

The SDM is a critical role accountable for leading a group of Delivery Partner’s (outsourced vendors) supporting our Dynamics suite of products across various Time zones, we are looking for someone that will help lead, build & execute on our Vendor Strategies globally, grow our Delivery Partner footprint continue to look for opportunities to improve our self-help & call deflection strategies across our Delivery Partner ecosystem.

You must also be able to operate effectively with all peers, superiors, and subordinates under a collaborative One Microsoft approach. This person will lead our Delivery Partners supporting the EMEA time zone that deliver deep technical support to our customers, empowering Delivery Partners to do what’s right for our customers, drive deep collaboration with internal Escalation teams & supportability teams.
This IC (Individual Contributor) role is critical in the success of our DPs as you will lead and drive teams of outsourced vendors with 100+ engineers to land our CEnS strategy and customer experience

**Responsibilities**:

- Lead and manage delivery partners servicing EMEA Time Zone across Dynamics Products including operational excellence, daily service delivery ensuring DPs deliver quality service to Microsoft customers
- Lead and drive consistency in the support we provide our outsourced delivery partners globally
- Provide guidance and leadership to our Global PCY leads
- Partner closely with SDM(PTA) Managers and other LOB leads to land operational & quality excellence strategies across our delivery partner sites in part



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