Senior Global Service Delivery Manager, BPO Operations in Reno, NV


TitleSenior Global Service Delivery Manager, BPO Operations
CategoryBusiness programs & operations
LocationReno, NV
DivisionOperations
Date AddedMarch 13, 2015
Open Positions2

Organization Summary:
Microsoft BPO Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced providers supporting the OEM, Volume Licensing, MBS, Enterprise Services, P&LS and EDSG organizations out of Microsoft's Regional Operating Centers worldwide. Our Mission is to be trusted advisors who anticipate and operationally execute on BPO agreements and opportunities delivering value to both Microsoft and our Customers.

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.

We make doing business with Microsoft easy.

Position Description:
The Global Service Delivery Manager will be accountable for end-to-end delivery of all in-scope Business Process Outsource (BPO) services and processes for Commercial Operations for Microsoft, as well as overall vendor performance of BPO services. He/she will have full responsibility for deploying and managing the day-to-day operations at the outsource service provider. He/she will be accountable for the successful implementation of all initiatives, programs and changes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. The role is located in Reno and will work directly with a number of vendor operations located in Reno, Dublin, Singapore and the Philippines that deliver a range of BPO services as part of our Global network of operational delivery centers.

A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and negotiation skills, and have a strong customer focus.

Responsibilities:
o Manage the Vendor's local operational performance - monitor performance against Service Level Agreements and work with the vendor to address any local performance issues
o Manage the day to day relationship between Microsoft and our outsourced vendors for specified lines of business
o Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics
o Planning and management of local month end / quarter end processes to ensure agreements, orders or key business processes are executed excellently as part of the Global operational plan
o Ensure outsourced Vendor processes meet global controls and compliance requirements
o Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics
o Agree and monitor appropriate corrective action plans and deal with any local escalations
o Change Management - oversee vendor readiness to support new program launches, changes to business rules, processes and tools.
o Ensure SOPs are in place and executed consistent with global processes and best practices
o Project manage implementation of new processes to production stage at vendors
o Assist in arranging and conducting local vendor compliance audits to ensure vendor is meeting MSOW requirements

Essential qualities include:
o Strong communication and influencing skills - person needs to be able to manage BPO delivery and expectations
o Strong business knowledge and ability to set clear expectations for Vendor based around business outcomes within a global multi-site operation
o Proven experience of influencing other organizations where their support is critical to success
o Ability to work across groups managing individuals both directly and indirectly to achieve a common goal
o A good understanding of change management, the importance of it, approaches, key tasks and timelines
o Ability to thrive in a fast-paced multinational environment working across multiple lines of business
o Very strong team player with excellent interpersonal skills

Basic Qualifications:
o Bachelor's degree or equivalent work experience
o A minimum of 7 years of accumulated outsourcing management experience in an offshore environment supporting a global delivery business - must have both contract management and service delivery related experience

Preferred Qualifications:
o Strong project/ program management skills
o Excellent verbal and written communications skills
o Able to work across cultures effectively, valuing diversity within virtual team. Working knowledge of international business practices.
o Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products
o MBA is a plus

MSOPS:CO
MSLIJOBS

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Apply for this job at Microsoft
Organization Summary:
Microsoft BPO Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced providers supporting the OEM, Volume Licensing, MBS, Enterprise Services, P&LS and EDSG organizations out of Microsoft's Regional Operating Centers worldwide. Our Mission is to be trusted advisors who anticipate and operationally execute on BPO agreements and opportunities delivering value to both Microsoft and our Customers.

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.

We make doing business with Microsoft easy.

Position Description:
The Global Service Delivery Manager will be accountable for end-to-end delivery of all in-scope Business Process Outsource (BPO) services and processes for Commercial Operations for Microsoft, as well as overall vendor performance of BPO services. He/she will have full responsibility for deploying and managing the day-to-day operations at the outsource service provider. He/she will be accountable for the successful implementation of all initiatives, programs and changes. This includes responsibility for ensuring customer satisfaction is not compromised and that cost/benefit impacts are carefully evaluated. The role is located in Reno and will work directly with a number of vendor operations located in Reno, Dublin, Singapore and the Philippines that deliver a range of BPO services as part of our Global network of operational delivery centers.

A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and negotiation skills, and have a strong customer focus.

Responsibilities:
o Manage the Vendor's local operational performance - monitor performance against Service Level Agreements and work with the vendor to address any local performance issues
o Manage the day to day relationship between Microsoft and our outsourced vendors for specified lines of business
o Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics
o Planning and management of local month end / quarter end processes to ensure agreements, orders or key business processes are executed excellently as part of the Global operational plan
o Ensure outsourced Vendor processes meet global controls and compliance requirements
o Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics
o Agree and monitor appropriate corrective action plans and deal with any local escalations
o Change Management - oversee vendor readiness to support new program launches, changes to business rules, processes and tools.
o Ensure SOPs are in place and executed consistent with global processes and best practices
o Project manage implementation of new processes to production stage at vendors
o Assist in arranging and conducting local vendor compliance audits to ensure vendor is meeting MSOW requirements

Essential qualities include:
o Strong communication and influencing skills - person needs to be able to manage BPO delivery and expectations
o Strong business knowledge and ability to set clear expectations for Vendor based around business outcomes within a global multi-site operation
o Proven experience of influencing other organizations where their support is critical to success
o Ability to work across groups managing individuals both directly and indirectly to achieve a common goal
o A good understanding of change management, the importance of it, approaches, key tasks and timelines
o Ability to thrive in a fast-paced multinational environment working across multiple lines of business
o Very strong team player with excellent interpersonal skills

Basic Qualifications:
o Bachelor's degree or equivalent work experience
o A minimum of 7 years of accumulated outsourcing management experience in an offshore environment supporting a global delivery business - must have both contract management and service delivery related experience

Preferred Qualifications:
o Strong project/ program management skills
o Excellent verbal and written communications skills
o Able to work across cultures effectively, valuing diversity within virtual team. Working knowledge of international business practices.
o Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products
o MBA is a plus

MSOPS:CO
MSLIJOBS

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Apply for this job at Microsoft