Global Service Delivery Manager - Build - Microsoft - Singapore

Job description
The Global Service Delivery Manager - Build will be accountable for the strategic direction, identifying and drafting contractual and metrics/scorecard updates, and developing a roadmap of potential workloads to be transitioned to the BPO for GESO (Global Enterprise Services Operations).

He/she will partner with the Global Service Delivery Manager - Run for the successful implementation of all new initiatives, programs and changes. This includes responsibility for ensuring clear process documentation and BPO readiness is in place prior to deployment, customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. He/she will partner with the SDM - Run to provide direction and guidance during transition and during the stabilization period following the implementation of a new process that the BPO takes on.

The Global Service Delivery Manager - Build will also be responsible for the financial management, delivering against budget (in partnership with the SDM - Run) and driving long-term financial efficacies.

Responsibilities
Alignment of Arvato with GESO strategic priorities in order to enable $7B services revenue by FY16
Alignment with MS Operations FADA team and ensuring GESO inputs to the updates of Arvato Master Scope of Works + Services Schedule, and BPO sourcing strategy and initiatives
Review current metrics by which we manage Arvato and enhance the metrics in order to ensure they are driving the right business outcomes
Developing Roadmap of new workloads to be transitioned to Arvato, and launching new processes to be handed over:
o Manage the Change Request Process with Arvato
o Definition of operational business requirement
o Vendor readiness & process design
o Partner with Vendor Account Manager for contract negotiations due to scope changes
Leading systems transformation agenda with Vendor
Thought leadership for Business Process Outsourcing (BPO) for GESO, e.g. updating financial model
Driving Business Continuity Management; de-risking Manila site
Taking the lead (in partnership with the SDM - Run and Vendor Account Manager) in the areas of:
o Monitoring vendor financial performance and participate in an annual vendor spend assessment/budgeting process
o Agreeing quarterly business forecast with Vendor
o Global annual cost targets for LOB BPO
Flexibility to travel to Global LOB BPO locations (Manila)

Essential Requirements
Strong Communication and Influencing skills - person needs to be able to manage BPO delivery and expectations with both a Senior Internal (MS Global Business Owner - GM level / Senior Director Level and their Directs) as well as external audience (head of LOB in Vendor / Head of Vendor BPO)
Strong Business Knowledge and ability to set clear expectations for Vendor, based around business outcomes and managing through Scorecards and SLAs
Proven experience managing a BPO vendor, demonstrating ability to drive strategic business impact
Proven experience in complex, global program management where design, development and implementation of new processes, systems and organizations are required.
Proven experience of influencing an organization, across more than one geography, and influencing other organizations where their support is critical to success.
Ability to work across groups managing individuals both directly and indirectly to achieve a common goal.
A good understanding of change management, the importance of it, approaches, key tasks and timelines.
Willing to be hands-on, get into the details to drive issues to resolution
Strong partnership mindset and CPE focus

Competencies
Collaboration
o Creates the conditions for successful collaboration at the organizational level that delivers results.
o Provides focus and drive in identifying and resolving issues that span organizations, creating a shared vision for results.
o Seeks and leverages diverse perspectives to bring together creative and relevant solutions that drive business impact.

Drive for Results
o Tenaciously pursues positive outcomes by using effective approaches to solve problems. Delivers on commitments and seeks increasingly challenging work. Takes responsibility and holds others accountable for actions, decisions, and goals.

Judgment
o Creates the conditions for successful collaboration at the organizational level that delivers results.
o Provides focus and drive in identifying and resolving issues that span organizations, creating a shared vision for results.
o Seeks and leverages diverse perspectives to bring together creative and relevant solutions that drive business impact.

Adaptability
o Demonstrates curiosity and actively explores options. Responds efficiently to changing demands and circumstances. Functions effectively in ambiguous situations. Maintains a constructive attitude in times of stress.

Qualifications
Experience in deployment/management of Operations / BPO outsourcing offerings
Demonstrated ability to collaborate across an enterprise toward mutual success
Ability to influence, persuade and negotiate
Capability and flexibility to meet customer demands and change drivers
Demonstrated virtual team leadership capabilities
Excellent Communications Skills, and strong process focus

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