Delivery Excellence Lead
Microsoft
Delivery Excellence Lead
Multiple Locations, United States
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Delivery Excellence Leader, you will manage a team who enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your delivery leadership and subject matter expertise, you will drive the team to ensure customers get value from their Azure investments. Microsoft aspires to help our customers transform their business and operations with AI solutions built on Azure. Azure is the most comprehensive, innovative, and flexible cloud platform today and Microsoft is hiring professionals that will drive customer cloud adoption for AI Innovation within the most important companies in the market.
This role is flexible in that you can work up to 100% from home other than required travel for customer, employee, business meetings as needed.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required Qualifications
- Bachelor's Degree AND 6+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 4+ years people management experience.
- 3+ years experience managing cross-functional and/or cross-team projects.
- Experience in Program Management and Delivery roles driving cloud solutions for customers in the Enterprise segment.
Preferred Qualifications
- Bachelor's Degree AND 10+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 4+ years people management experience.
- 8+ years experience managing cross-functional and/or cross-team projects.
- 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).
- 5+ years experience working in a customer-facing role (e.g., internal and/or external)
- 5+ years experience leading technical projects, teams, or functions
Technical Program Management M5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $188,000 - $304,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until June 18, 2025.
Responsibilities
As a Delivery Excellence Leader within the Global Cloud & AI Platforms Customer Success organization, you will lead a team of Program Managers to manage the Cloud Accelerate Factory initiative with operational excellence at-scale and have accountability for overall program goals and objectives.
• You will serve as the Global Program Manager for Factory execution with overall accountability for all operations, reporting, program execution and delivery excellence results
• You will lead the team in designing scalable processes for enabling operational efficiencies and driving effective communications with stakeholders
• You will lead the team in developing high quality Intake processes that enable operations at-scale with effective closed feedback loops for the nominators and high-quality input for the delivery teams through standardized process flows and templates. Delivery Excellence begins at the point of Intake and your team will be responsible for these key activities and outcomes.
• Your team will drive all aspects of Factory Operations including reporting, underlying systems and infrastructure management, and supplier management. You will be accountable for establishing robust systems and processes for Factory execution. Your team will be the single source of truth for Factory ACR tracking, analysis, and reporting aligned with Finance
• You will own accountability for driving the highest levels of Delivery Excellence across all Factory engagements – aligned with CE&S standards, processes, and tools for Customer Experience. This includes accountability for driving quality of execution for the Factory PM and Delivery Management functions
• You will manage and drive effective weekly communications from leadership to field and Corp stakeholders. You will drive impactful Winwire practices, content management for Factory collateral, through effective integration with Marketing stakeholders.
• You will serve as an effective thought leader along with your team to gather the Voice of the Customer and Field and leverage those insights to shape Delivery offerings for the Cloud & AI Platforms business. You will provide Delivery Excellence SME and thought leadership to stakeholders across the GCS and CE&S organizations.
• You will build and grow teams through talent management, diversity and inclusion, coaching, and career development. Inspire and foster a culture of customer-centricity and consumption, adoption and through collaboration with peers and extended teams and develop a team that incorporates a mix of expertise across key workloads and lead them through changes using the Demonstrated Capability Framework
• You will engage with the most strategic customers as executive sponsor to accelerate digital and AI transformation and help customers accelerate time to value through the effective leverage of the Factory delivery model. You will serve as a hands-on sponsor of key Factory engagements and support the scoping requests from the field teams to enable growth of qualified nominations for Factory execution. Accountability to ensure revenue and business metric are achieved for Azure.
• You will foster a continuous self-learning culture and drive technical intensity, to enable customers to realize desired business outcomes, including innovation. Model impactful community engagement, sharing learnings and best practices, and coach inclusivity.
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