Senior Supplier Delivery Manager

Microsoft; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading global technology company is seeking a skilled Service Delivery Manager to oversee outsourced delivery partners. The role involves ensuring delivery compliance with standards, fostering partnerships, and resolving operational challenges. Candidates must have strong communication skills and at least five years of relevant experience in a matrixed organization, with fluency in English being essential. Preferred qualifications include proficiency in Mandarin or Japanese.

Qualifications

• 5+ years of business experience required.
• Strong global communication skills.
• Demonstrated ability to manage delivery resources.

Responsibilities

• Provide tools and reporting for delivery oversight.
• Ensure adherence to SOW requirements and KPIs.
• Collaborate with stakeholders for effective issue resolution.

Skills

Communication

Influencing

Stakeholder Management

Problem Solving

Education

Relevant Bachelor’s degree

Job description

Responsibilities (Text Only)

Delivery Oversight for Outsource Delivery Partners: • Provide tools, processes and reporting aligned support delivery oversight in managed outsourced day-to-day frontline delivery • Maintain overall responsibility for delivery in accordance with defined standards (eg. COPC) • Undertake consistency efforts to land constant transformation (change management) with our delivery partners, supporting their performance in partnership with Lines of Business owners, Regional SDMs, tools (CSS & GPS) and business intelligence program managers. • Strongly collaborate for issue resolution, reduce customer effort, cost efficacy and policy adherence • Coordinate efforts to experiment new processes / policies deployments & adherence. • Address tool issues, policy clarifications, and other similar requests • Drive consistency and best practice sharing across sites around Operational reporting adoption (including taxonomy) & resolution of related issues. • Introduce playbook to new Delivery Partners and validate that all components are implemented (i.e. reporting, invoicing templates, quality programs meet SOW) • Ensure Delivery Partner adheres to SOW requirements (i.e. KPIs, new hire onboarding, billing guidelines, outlier management, contact flows, CARE program…) • Engage internal stakeholders regarding release management plans and work with PTAs to ensure operational readiness of frontline advocate • Support Audits (Account / Privacy audits – including Credit support) • Support Forecasting / delivery partners invoicing structure • Escalate high risk and systemic issues appropriately to collaborate for resolution. Success Metrics: • Improvement in Delivery Partner KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc. driving strong adherence to SOW • Close working relationship and strong feedback from delivery partners • Close collaboration and working relationship with PTAs, DPMs and other internal CSS stakeholders Stakeholders & Partnerships: To be successful in this role, the SDM must have effective relationships / partnerships with key stakeholders in the CSS organization, including but not limited to: • Delivery Partner Leaders • Partner Technical Advisors • Delivery Partner Managers in CE&S BO&P team • Tools teams • Support Planners • Release managers

Qualifications (Text Only)

Required Qualifications: • Relevant Bachelor’s degree or experience commensurate with job expectations is required • 5+ years of business experience; self-motivated • Strong global communication skills, and skills in building partnerships with customers and partners. • Ability to navigate and influence in a matrixed organization • Strong experience, knowledge and understanding of support delivery • Demonstrated experience/ability manage frontline delivery resources and oversee technical resolution with a broad array of skills to ensure best-in-class customer, delivery partner outcomes • Demonstrated experience/ability in resolving customer and delivery partner issues, SOW management and building long-term account relationships • Account relationship with delivery partners, managing day-to-day delivery and escalations • Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships • Ability to create effective and inclusive relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with delivery partners in a highly diverse team • English fluency Preferred Qualifications: Chinese (Mandarin) and/or Japanese business proficiency are key advantages. Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a requestvia the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.