Senior Program Manager - Enterprise Services - Microsoft - Singapore

Job description
Unleash your potential in Microsoft Operations. We enable organizations, large and small, to acquire, distribute and administer Microsoft's vast array of products including software, hardware and services for all market segments. Using Microsoft's extensive resources, every member of our team helps create innovative solutions to fit our customer's needs.

Enterprise Services is the consulting, technical support, and customer service arm of Microsoft. Microsoft Enterprise Services helps customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. Services aims to deliver world class services with partners, earning customer confidence, trust, and loyalty by improving the overall customer and partner experience, serving as customer advocates within Microsoft, and driving customer-centric product improvement. Enterprise Services Operations manages the program and transactional aspects of commercial contractual Services programs for Greater China, Japan, India and APAC. This includes process execution, transactional processing of agreements, amendments, orders, and day to day inquiry support for existing, new, or modified programs. The Program Manager will play a critical role in leading organizational operations, program & project initiation, tracking, and communication.

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.

This Role:
The purpose of this position is to provide program management for Global Enterprise Services Operations (GESO). The successful candidate will collaborate across groups including WW Operations, Enterprise Services CORP, LCA/SBD, Field Leadership & Sales/Delivery, Finance, Credit & Collections, and Vendor Management personnel, and supports end-to-end business process change, system change requirements, and solutions.

This role will be expected to review and document processes in order to identify variations from standard global processes; gather and analyse data and information; drive alignment to standard process by engaging with business partners, Operations teams, and others; and, serve as a tactical resource in solving problems and implementing change by using discretion, judgment, and defined policies and procedures. The Program Manager will maintain focused expertise in functional areas of business processes for Microsoft Consulting Services (MCS).

There is also expectation of identifying Asia-specific requirements for program launches, and at times, interfacing with the Asia business stakeholders. The focus of this role is to influence the design and build of new initiatives in MCS and land these seamlessly in Operations (across the contract to cash processes). There will be some accountability for program run. As part of the APOC Enterprise Services Leadership Team, this role is expected to lead and sponsor initiatives within the team.

Key Responsibilities:
Be the APOC point of contact for MCS; inputting to and agreeing to business requirements, scope, approach, process & systems design and timelines and ensuring the views and strategies of the organisation are representing
Be the global MCS capability owner for ‘Engagement Maintenance’ and Global Delivery engagement
Develop and maintain strong business relationships with key stakeholder groups to clearly understand the business goals, challenges and priorities and provide input to strategic thinking and planning for MCS program build and launch.
Represent APOC Enterprise Services Operations on MCS policy, process, governance and design discussions
Support and use the organisation’s portfolio and program management structures to manage prioritisation and project execution
Build and maintain appropriate levels of quality assurance, risk and compliance control in the operating model
Develop APOC country-specific processes with Corporate HQ and Asia Enterprise Service stakeholders
Drive First and Last Mile Excellence for all changes to the program and launches
Drive global, cross-functional business solutions projects and work closely with the management team to help define, develop and deploy MCS operational process flows, policies and requirements for people, resources and tools
Identify, prioritise and drive optimization, best practice sharing and standardization initiatives for Enterprise Services
Provide consultancy on complex MCS engagements and offerings such as global deals for the Asia region
Point of contact for MCS business rules queries
Active contribution to the Global Program Management community in Enterprise Services Operations
Sponsor initiatives as part of the APOC Enterprise Services leadership team and lead by living the GESO culture.

The ideal candidate is someone who has:
Bachelor Degree level qualification. A Master’s Degree will be an added advantage
5+ years Program Management or related/relevant experience, Enterprise Services experience an advantage
PMO, PMP, Six Sigma an advantage
Clearly demonstrate Microsoft values with a special emphasis on willingness to take on big challenges, passion for customers, drive for results, partners and technology
Excellent cross group collaboration skills
Demonstrated experience in operations management, process improvement and reengineering
Excellent interpersonal, organizational, and communications skills required
Strong, mature presence to ensure effective relationships
Ability to work to tight deadlines, anticipate and react to frequently changing business climate
Ability to work effectively cross-organizationally and cross-culturally
Results driven and proven track record of successfully implementing key programs globally
Demonstrated track record of exceeding established goals on a consistent basis.
Ability to adjust priorities, decisions, and actions to respond to multiple demands, unanticipated events, and new information.
Ability to quickly grasp and understand technical specifications, problems and concepts.
Demonstrated record of success delivering results in a global environment.
Demonstrated ability to manage several concurrent, large projects involving multiple stakeholders in a matrixed environment.
Outstanding attention to detail combined with an ability to see the big picture.
Passion for the customer!

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