Support Delivery Manager - Microsoft - Singapore

Job description

Group and Job Purpose

The Critical Situation Management Execution Team (CMET) is part of the Strategy division under Global Business Support (GBS). CMET owns the Critical Situation (CritSit) Process. The team works across Services, GBS, Enterprise and Partner Group (EPG) and other business groups ensuring all the parts are compliant with the process and ensuring a high quality customer and partner experience when facing a CritSit. CritSit are business critical situations escalated by Microsoft’s highest priority Premier customer segment. Premier customers include government, military, and fortune 500 companies.

The Support Delivery Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit. The Execution Team provides 24x7, 365 days a year afterhours coverage for Premier by managing our Enterprise and Partner clients most severe business impact issues, identifying internal failings and driving positive change.

Given the nature of the business, this position does require flexibility to work outside of standard business hours, including nights, weekends, and some holidays.

This role’s purpose is to:

- Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers and Partners.
- Participate in 24x7 Coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
- Provide mentor assistance to Premier and GBS Delivery regarding the CritSit process when required to ensure successful execution.
- Interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary.
- Interface with various Microsoft groups to drive resolution, up to the executive level as necessary.

Primary Job Functions

Responsibility/Activity

- Positively impact customer satisfaction by:
Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.
Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible.
Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.
Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.

- Establish / Maintain Relationships
Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
Actively participate on projects initiatives owned by CMET.
Provide CritSit reporting to allow businesses to make better decisions.

Requirements

Ability to work non-standard hours and two to three working weekend per month is required.
Bachelor Degree is required (major in IT is preferred). Fresh graduates with excellent result are welcome to apply.
Proficiency in spoken and written English is required.
Proficiency in Japanese (native or JLPT N1) is an added advantage
Proficiency in Mandarin is an added advantage.
ITIL and PMP certification is an added advantage.
Candidate should have broad knowledge of Microsoft products, programs, and policies.
Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
Candidate must be customer oriented and have strong negotiation and problem solving skills.
Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
Exceptional organizational skills to manage effective escalation within different Microsoft departments.
Candidate must have the ability to effectively influence and lead actions across the group and organization (cross-group collaboration skills).
Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.

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