Job Description

The Manager, Service Delivery & Vendor Management role sits within the Global Vendor Operations team for Microsoft's Operations Service Center (OSC), a part of the Microsoft Business Operations organization. The role, based in Bangalore, India, is responsible for the Service Delivery management and Vendor Management of our outsourced contracts and ensuring all Service Level Agreements (SLAs) are met by our vendors. This role will manage a team of Service Delivery Managers globally, and empathy for Diversity & Inclusion will be critical, in addition to being able to demonstrate Model-Coach-Care. The Manager is also responsible for crafting outsourcing strategy, working with stakeholders to determine outsourcing governance in line with local government regulations together with Finance, Procurement and Legal. The role will be the escalation point for vendor related performance .

The successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, judgement, and analytical skills with a customer and compliance focus .
Responsibilities
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People Management• Managers deliver success through empowerment and accountability by modelling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others.



Business Program Planning and Design
• Leads teams to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examine business trends (e.g., customer feedback and expectations) to identify audience size and program scope, stay current, agile, and competitive, drive clarity, and deliver energy and results of outcomes impacting the broader unit. Helps teams understand overall business goals, objectives, and strategies, as well as short- and long-term business priorities. Coaches teams to understand and identify current program risks, impact, and mitigation plans impacting the broader unit.
• Leads teams to identify and scope opportunities to develop new programs and improve current ones impacting the broader unit. Coaches teams to identify and resolve root problems (e.g., root-cause analysis), define the program strategy, gather program requirements, identify resource needs, create the project plan and targets, and work across teams to align on the plan of record. Helps teams improve operations of existing programs by applying industry methodology, defining program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Leads teams to drive clarity in complex program issues and strive for simplification.
• Leads teams to work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design programs from initiation to delivery. Tactically delegates the need for delivery of collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met. Simplifies complex inputs into program design.
• Leads teams to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.



Business Program Excellence and Execution
• Leads teams to define and execute on a landing and communication plan, such as the target audience(s) and communication strategy, and gets feedback from teams if communication has landed. Helps teams maintain the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Leads teams to work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.
• Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy in. Helps teams leverage data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact. Helps teams adapt communication style and storytelling strategy according to audience and business needs.



Business Program Management
• Leads teams to overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and resource needs for programs. Ensures capacity of the team is aligned to project workload and complexity. Helps teams communicate the program status to relevant stakeholders and holds them accountable for following the established schedule and processes. Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders.
• Leads teams to act as system architects to understand how systems work and impact one another. Helps teams work with other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Helps teams develop processes around scope and scheduled changes for programs, and provides close guidance on how to communicate it to stakeholders. Leads teams to recognize process gaps/inefficiencies and drives strategies for optimization.



Business Program Evaluation and Improvement
• Leads teams to conduct cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Helps teams drive monthly business review (MBR) and helps teams run rhythms regularly to identify what is working and what is not and make improvements accordingly.
• Leads teams to collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as acquisition, usage, impact, effectiveness, and customer feedback to use scorecards and dashboards to monitor programs and ensure all activities align with business and program objectives, and to report up to leadership and create leadership visibility. Helps teams use data analytics (e.g., scenario analyses) to derive insights and training that help identify current and/or future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned that impact the broader unit.
• Leads teams to utilize direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Helps teams define vision and strategy for change, broad and specific impact, and the flow of communication to the organization. Helps teams ensure buy in and adoption of the new program or change by others in the organization. Encourages teams to develop the collateral required to enable key stakeholders and others to be onboard. Leads teams to drive the training, reskilling, and mapping of individuals in partnership with Human Resources (HR).



Other• Embody our culture and values

Qualifications
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• Experience in Outsourcing Strategy, Supplier Relationship Management, and Service Delivery
• People Management experience, and experience managing a global team with diverse background
• Expertise in Outsourcing Strategy, including ability to map out strategic outsourcing governance, vendor evaluation, and demonstrated significant business impact through contract negotiation
• Ability to establish and maintain C-Level Supplier Relationship Management in crafting strategies to drive win-win outcome for Microsoft & Supplier
• Proven track record in Service Delivery Management at a global level, ability to design and ensure delivery of service by Supplier, drive continuous improvement and escalation management

What You Need

Required/Minimum Qualifications• 2+ years people management experience.
• Bachelor's Degree in Business, Operations, Finance or related field AND 10+ years work experience in outsourcing management, order to cash operations, process improvement, and contract management
• Extensive experience in working with outsourced vendors, managing outsourced operations, and Service Level Agreements (SLAs)
• Proven track record in driving continuous improvement projects through a proven Quality Management & Change Management methodology
• Excellent negotiation and communication skills, and proven track record in driving significant impact through contract negotiation
• In-depth knowledge of outsourcing and vendor management best practices
• Experience drafting contract terms, including payment terms, SLAs, penalties, and technology governance
• Exceptional ability to collaborate effectively with cross functional teams, bring others along the journey
• Strong communicator, self-starter and possess a learn it all mindset




Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.