Service Delivery Manager – HPC/Super Computing

Troopr Ltd; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

Microsoft in the United Kingdom is seeking a customer-obsessed Service Delivery Manager to orchestrate delivery resources across Microsoft and partner teams, ensuring end-to-end managed experiences and outstanding customer service.

This role supports the Azure Customer Experience Teams, focusing on operationalising service delivery, incident ownership, and continuous improvement while working across One Microsoft to deliver value and quality in customer engagements.

Qualifications

• Extensive experience in client/customer facing role.
• Demonstrable, relevant Cloud systems experience.
• Extensive experience running operations and/or Managed Services.
• Knowledge of Microsoft technologies and solid overview of the Microsoft cloud services.
• Project Management/Prosci Change Management/ ITIL certification is a plus.
• Understanding DevOps, Site Reliability Engineering, Continuous Improvement is a plus.
• Ability to meet Microsoft, customer and/or government security screening requirements.

Responsibilities

• Coordinate with delivery organizations to maintain high performance levels for service-related processes and continuous improvement.
• Take ownership of the most critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders.
• Assume ownership of and resolve escalations, providing clear summaries and recommendations.
• Participate in regular service review meetings, representing Azure Customer Experience Teams at customer meetings and providing accurate and regular reports on performance of service delivery.
• Define the best operating model along with OKRs, KPIs and RACIs for ensuring the best customer experience utilising different teams within Microsoft.
• Build strong relationships with the broader Microsoft teams and stakeholders.
• Drive a culture of customer obsession, delivery excellence, value creation, quality, collaboration, and teamwork in One Microsoft spirit.

Skills

Customer facing

Cloud systems

Operations management

Managed services

Stakeholder influence

Service delivery

Time management

Project management

Incident management

Microsoft cloud

PM/Change/ITIL

DevOps / SRE / CI

Security screening

Supercomputing / HPC

Job description

OverviewMicrosoft is on a mission to empower every person and every organisation on the planet to achieve more, and the Azure cloud is at the forefront of this mission.

Our organisation is looking for you – a customer obsessed Service Delivery Manager – to orchestrate delivery resources from different parts of Microsoft and our partners, be an integral part of creating and enhancing end-to-end managed experiences and ensuring an outstanding customer experience.

This role is integral to CXP’s overall operationalisation and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.

QualificationsBasic Qualifications

Extensive experience in client/customer facing roleDemonstrable, relevant Cloud systems experienceExtensive experience running operations and/or Managed ServicesKey Skills

Proven ability to motivate and influence across teamsStrong service delivery, time, project, and priority management skillsExperience with managing critical and complex customer situations or incidentsKnowledge of the Microsoft technology with solid overview of the Microsoft cloud servicesProject Management/Prosci Change Management/ ITIL certification is a plusUnderstanding DevOps, Site Reliability Engineering, Continuous Improvement is a plusSupercomputing/HPC experience is a plus.Ability to meet Microsoft, customer and/or government security screening requirements is required for this role. These requirements may include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check; UK Baseline Personnel Security Standards; UK Security Clearance.

Travel

This role is based in the UK and requires 25-50% travel to customer sites within UK.

ResponsibilitiesCoordinate with delivery organizations to maintain high performance levels for service-related processes and continuous improvementTake ownership of the most critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholdersAssume ownership of and resolve escalations, providing clear summaries and recommendationsParticipate in regular service review meetings, assisting in representing Azure Customer Experience Teams at customer meetings and providing accurate and regular reports on the performance of service deliveryDefine the best operating model along with OKRs, KPIs and RACIs for ensuring the best customer experience utilising different teams within MicrosoftBuild strong relationships with the broader Microsoft teams and stakeholdersDrive a culture of customer obsession, delivery excellence, value creation, quality, collaboration, and teamwork in One Microsoft spirit.As this role is a key operational position, some working out of normal office hours can be anticipated (e.g. operational escalations).

About Microsoft

Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organisation on the planet to achieve more.

Microsoft signed the Armed Forces Covenant in June 2018. As Gold award winners of the Defence Employer Recognition Scheme, Microsoft is committed to advocating for military inclusion, growing and developing leaders in the community, addressing the concerns and needs of veterans, reservists, spouses, cadet force adult volunteers (CFAVs) and other members of the Armed Forces community