Director - Global Service Delivery - Microsoft - Singapore

Job description
The Global Service Delivery Manager will be accountable for end-to-end delivery and run management of all in-scope BPO services and processes for GESO (Global Enterprise Services Operations), as well as overall vendor performance of BPO services. He/she will have full responsibility for managing the day-to-day operations at the outsource service provider for GESO.


He/she will work with the Service Delivery Manager for Build (New Programs) for the successful implementation of all new initiatives, programs and changes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. He/she will partner with the SDM – Build 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 – Run will also be responsible for driving standard processes and performance metrics across all regions.

Responsibilities:

• Single point of contact for Global LOB Service delivery success / failure – if metrics are not being met, needs to clearly understand why and have ability to manage Vendor and/or MS execs as appropriate to resolve.

Specifically:
- Operational Performance Management - Monitoring performance against Service Level Agreements, including Scorecard grading and re-definition of SLA and metrics as required; Lead Quarterly Global LOB Reviews; Issue & Escalation Management.

- Customer Satisfaction & Quality Management - Oversee development and implementation of the annual Customer Satisfaction Plan to support GESO’s CPE targets; ensure vendor implementation of a global, consistent, robust quality management framework to the levels appropriate to those for data privacy and Internal Audits/SOX.

- Operational Excellence/Process Improvements - Oversee all vendor readiness & process design activities, ensure consistency across all regions and coordinate regional efforts towards global process standardization; providing oversight in design and development of best practices and standard tools; Monitoring ongoing cost reductions, continuous improvement and transformation efforts and gain-sharing projects.

• Driving ROB and communications with internal stakeholders in GESO to successfully manage monthly close and build a strong partnership between BPO and internal team.

• Partner with GSDM – Build in the areas of:
- Launching new processes to be taken over by the BPO:
 - Work with him/her to partner with business owners in the definition of operational business requirement
 - Vendor readiness & process design
 - Work with him/her and VAM for contract negotiations due to scope changes
- Leading systems transformation agenda with Vendor
- Thought leadership for Business Process Outsourcing (BPO) for GESO
- Business Continuity Management; de-risking Manila site

• Partner with the Vendor Account Manager in the areas of:
- Monitor vendor financial performance and participate in an annual vendor spend assessment/budgeting process
- Agree quarterly business forecast with Vendor
- Global annual cost targets for LOB BPO

• Flexibility to travel frequently (at least quarterly) 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 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
- Creates the conditions for successful collaboration at the organizational level that delivers results.
- Provides focus and drive in identifying and resolving issues that span organizations, creating a shared vision for results.
- Seeks and leverages diverse perspectives to bring together creative and relevant solutions that drive business impact.

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

• Planning, Organizing, Executing
- Understands business objectives and plans accordingly. Critically reviews multiple plans and adjusts as needed. Proactively communicates and addresses necessary trade-offs.
- Coaches teams and mentors others in planning, organizing and coordinating their work.
- Implements metrics to drive continuous improvements.
- Drives the overall return on investment (ROI).

Qualifications:

• Experience in deployment 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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