Job Category: Customer Service & Support
Location: , , US
Job ID: 850284-122329
Division: Services & Support
Description
Delivery Resource Manager
Based in: Charlotte, Las Colinas, Sammamish
Job Description:
Resource Manager (RM) - Global Business Support (GBS) is a business enablement role with responsibility for partnering with their assigned GBS Area and Business Operations Management (BOM) leadership and driving business initiatives to support their goals. This role will be tightly integrated with Resourcing Management strategy, operations, and the Enterprise Services relationships. The RM will have accountability for overseeing and ensuring the high quality, timely and efficient placement of our GBS workforce with our customers all while reducing costs by the Resource Coordinators. The RM will be accountable for an assigned Area and all successful operations pertaining to Resource Management including: Escalations, Work Force Planning Fulfillment, Service Delivery Planning assistance and positive KPI attainment. This role does not perform AXIS request assignment as a daily task, but rather as an exception. This role requires the ability to manage stakeholders across the time zone covering key partnerships in Enterprise Services, GBS, and Customer Service and Support. The person will report to the Time Zone Resource Manager and will be a member of the WW Resource Management Team with peers residing across the AMERICAS, EMEA and ASIA.
Key Responsibilities:
Maintain a current and clear understanding of global GBS Resourcing goals and expectations.
Own and be accountable for all Resourcing Coordination (RC) actives within the assigned Area.
Ensure proper Work Force Planning (WFP) Fulfilment and benchmarking efforts are managed through improved processes and policies in order to achieve proper area fulfilment of the forecasted plans.
Clearly understand request volume trends and workload realities
Ensure that the request prioritization strategy is properly implemented and acted upon, suggesting adjustments at the time zone and ultimately global level when needed.
Follow a business engagement rhythm to GBS Area Leads, Business Operations Managers and Premier, providing support to drive a healthy Premier Business that enables them to achieve/exceed their targets and driving more business across the Area/Region. Focus heavily on reducing costs, maintaining improved KPIs and describing trends that might directly impact WFP fulfilment.
Ensure Global and Area processes and policies are implemented and adhered to.
Coordinate routinely with WW RM Leadership (global peers, Time Zone Resource Managers and WW Director) in order to achieve a consistent global business experience for stakeholders and partners, and to raise the quality of service and value that the global RC team provides.
Collaborate and develop deep relationships with partners across the region by demonstrating a deep understanding of time zone trends and businesses, technical expertise available, and country or industry\sector needs.
Support organizational and operational change through credible leadership, intentional and articulate communication, deep interpersonal awareness, and motivation.
Drive operational excellence through proper business execution and communication and promote work of the Resourcing teams
Be a driving force in training talent within the business.
Strive for global consistency while keeping Area flexibility.
Embody and enhance the “One Microsoft” mindset and act as a role model for values, ethics, professional conduct and belief in the Microsoft culture.
Key Metrics:
Meet Operational Level Agreements for GBS request ownership and WFP fulfilment
Lead/Contribute to regional projects and initiatives in support of broader GBS strategies
Achieve business growth through request prioritization and WFP fulfilment
Drive targeted business strategies with business partners in the assigned time zone
Personal Characteristics:
1. Strong Stakeholder Management Skills
2. Ability to Influence Without Power
3. Possess Forward Thinking Mindset
4. Be an Innovator of Solutions
5. Is a Self-Starter and Driver of Strategy
Bridge Builder
Ability to collaborate and to develop deep relationships with customers, partners and clients across the area, by demonstrating deep understanding of area trends and businesses, exhibiting technical expertise, executive maturity, E2E business acumen, and establishing mutually beneficial trust-based relationships. Results include a clear track record of helping customers/partners/clients achieve and evolve business objectives in line with time-zone and PFE business objectives and execution of high quality customer delivery model resulting in future business development/revenue generation opportunity. Be recognized as visible role model for bridge building behavior and positive intent. Be seen as a business partner, beyond a service provider, to Services, Premier, and wider GBS business.
Applied Innovator
Ability to recognize area-wide trends (locally maximize product value proposition) and apply proven business expertise to create new solutions for customer/partner scenarios and to leverage, adapt, and apply centrally-driven innovation platforms. Cull organization for best practices and extend across the world to deliver global, organization-wide value. Results include influence over local strategies, services delivery innovation (to include operations, staffing, people management), and driving incremental revenue by identifying and meeting emerging customer needs. Externally recognized as subject matter expert in services and support.
Change Enabler
Ability to generate support for programs through credible leadership, intentional and articulate communication, motivation, and recognizing/addressing both spoken and unspoken concerns/behaviors, down to the individual manager/employee level. Results include successful implementation of area- wide organizational or cultural change, scaling and supporting change across the globe.
Operational Excellence
Ability to systematically build and deliver against aggressive budgets, solve complex problems, lead people and resources to deliver beyond-expected results to accrue to long-term value, and influence positive outcomes through planning, project management, people management, and technical capabilities. Partner with GBS Operations, Business Management and Readiness to establish systems and processes to anticipate and avert potential obstacles. Demonstrate ability to engage and maximize relationships with supporting functions (Finance/HR/internal GBS COEs). Results include advancing the "art of resourcing," strong people scorecard results, improved KPI results, and exceptional service delivery.
Qualifications:
Demonstrated track record of managing technical support delivery and people processes. Minimum 5+ years’ experience in technical service and support industry or combination of equivalent work-related experience and training. Educated to degree level in business or related field desirable, MBA preferred. Strong Sales, Services, Operations, Product Group, and Customer Support skills required. Executive conversation maturity, strong record of operational excellence, and conflict resolution skills needed to lead outstanding individual and group performance. Travel required as is the ability to operate within different cultures and across boundaries.
Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at http://microsoftcss.wordpress.com/.
Transform your Career with Microsoft Services with jobs here http://aka.ms/CareersInServices.
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Job Segments: Social Media, Business Development, Manager, Business Manager, Project Manager, Marketing, Sales, Management, Technolog
y
Location: , , US
Job ID: 850284-122329
Division: Services & Support
Description
Delivery Resource Manager
Based in: Charlotte, Las Colinas, Sammamish
Job Description:
Resource Manager (RM) - Global Business Support (GBS) is a business enablement role with responsibility for partnering with their assigned GBS Area and Business Operations Management (BOM) leadership and driving business initiatives to support their goals. This role will be tightly integrated with Resourcing Management strategy, operations, and the Enterprise Services relationships. The RM will have accountability for overseeing and ensuring the high quality, timely and efficient placement of our GBS workforce with our customers all while reducing costs by the Resource Coordinators. The RM will be accountable for an assigned Area and all successful operations pertaining to Resource Management including: Escalations, Work Force Planning Fulfillment, Service Delivery Planning assistance and positive KPI attainment. This role does not perform AXIS request assignment as a daily task, but rather as an exception. This role requires the ability to manage stakeholders across the time zone covering key partnerships in Enterprise Services, GBS, and Customer Service and Support. The person will report to the Time Zone Resource Manager and will be a member of the WW Resource Management Team with peers residing across the AMERICAS, EMEA and ASIA.
Key Responsibilities:
Maintain a current and clear understanding of global GBS Resourcing goals and expectations.
Own and be accountable for all Resourcing Coordination (RC) actives within the assigned Area.
Ensure proper Work Force Planning (WFP) Fulfilment and benchmarking efforts are managed through improved processes and policies in order to achieve proper area fulfilment of the forecasted plans.
Clearly understand request volume trends and workload realities
Ensure that the request prioritization strategy is properly implemented and acted upon, suggesting adjustments at the time zone and ultimately global level when needed.
Follow a business engagement rhythm to GBS Area Leads, Business Operations Managers and Premier, providing support to drive a healthy Premier Business that enables them to achieve/exceed their targets and driving more business across the Area/Region. Focus heavily on reducing costs, maintaining improved KPIs and describing trends that might directly impact WFP fulfilment.
Ensure Global and Area processes and policies are implemented and adhered to.
Coordinate routinely with WW RM Leadership (global peers, Time Zone Resource Managers and WW Director) in order to achieve a consistent global business experience for stakeholders and partners, and to raise the quality of service and value that the global RC team provides.
Collaborate and develop deep relationships with partners across the region by demonstrating a deep understanding of time zone trends and businesses, technical expertise available, and country or industry\sector needs.
Support organizational and operational change through credible leadership, intentional and articulate communication, deep interpersonal awareness, and motivation.
Drive operational excellence through proper business execution and communication and promote work of the Resourcing teams
Be a driving force in training talent within the business.
Strive for global consistency while keeping Area flexibility.
Embody and enhance the “One Microsoft” mindset and act as a role model for values, ethics, professional conduct and belief in the Microsoft culture.
Key Metrics:
Meet Operational Level Agreements for GBS request ownership and WFP fulfilment
Lead/Contribute to regional projects and initiatives in support of broader GBS strategies
Achieve business growth through request prioritization and WFP fulfilment
Drive targeted business strategies with business partners in the assigned time zone
Personal Characteristics:
1. Strong Stakeholder Management Skills
2. Ability to Influence Without Power
3. Possess Forward Thinking Mindset
4. Be an Innovator of Solutions
5. Is a Self-Starter and Driver of Strategy
Bridge Builder
Ability to collaborate and to develop deep relationships with customers, partners and clients across the area, by demonstrating deep understanding of area trends and businesses, exhibiting technical expertise, executive maturity, E2E business acumen, and establishing mutually beneficial trust-based relationships. Results include a clear track record of helping customers/partners/clients achieve and evolve business objectives in line with time-zone and PFE business objectives and execution of high quality customer delivery model resulting in future business development/revenue generation opportunity. Be recognized as visible role model for bridge building behavior and positive intent. Be seen as a business partner, beyond a service provider, to Services, Premier, and wider GBS business.
Applied Innovator
Ability to recognize area-wide trends (locally maximize product value proposition) and apply proven business expertise to create new solutions for customer/partner scenarios and to leverage, adapt, and apply centrally-driven innovation platforms. Cull organization for best practices and extend across the world to deliver global, organization-wide value. Results include influence over local strategies, services delivery innovation (to include operations, staffing, people management), and driving incremental revenue by identifying and meeting emerging customer needs. Externally recognized as subject matter expert in services and support.
Change Enabler
Ability to generate support for programs through credible leadership, intentional and articulate communication, motivation, and recognizing/addressing both spoken and unspoken concerns/behaviors, down to the individual manager/employee level. Results include successful implementation of area- wide organizational or cultural change, scaling and supporting change across the globe.
Operational Excellence
Ability to systematically build and deliver against aggressive budgets, solve complex problems, lead people and resources to deliver beyond-expected results to accrue to long-term value, and influence positive outcomes through planning, project management, people management, and technical capabilities. Partner with GBS Operations, Business Management and Readiness to establish systems and processes to anticipate and avert potential obstacles. Demonstrate ability to engage and maximize relationships with supporting functions (Finance/HR/internal GBS COEs). Results include advancing the "art of resourcing," strong people scorecard results, improved KPI results, and exceptional service delivery.
Qualifications:
Demonstrated track record of managing technical support delivery and people processes. Minimum 5+ years’ experience in technical service and support industry or combination of equivalent work-related experience and training. Educated to degree level in business or related field desirable, MBA preferred. Strong Sales, Services, Operations, Product Group, and Customer Support skills required. Executive conversation maturity, strong record of operational excellence, and conflict resolution skills needed to lead outstanding individual and group performance. Travel required as is the ability to operate within different cultures and across boundaries.
Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at http://microsoftcss.wordpress.com/.
Transform your Career with Microsoft Services with jobs here http://aka.ms/CareersInServices.
SS:MCSS
Job Segments: Social Media, Business Development, Manager, Business Manager, Project Manager, Marketing, Sales, Management, Technolog
y
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