Senior Program Manager - Industry Solutions Delivery

MICROSOFT OPERATIONS PTE LTD; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A leading tech company in Singapore is seeking a talented professional to drive acceleration in Service operations across various teams. The role involves scaling the services business, enabling community success in projects, and collaborating with global organizations. Candidates should have over 15 years of experience in consulting and sales within tech environments, alongside strong leadership and relationship-building skills. This is an opportunity to significantly impact customer outcomes in AI and digital transformation.

Qualifications

• 15+ years of experience in Consulting, Unified, Services Sales and Delivery.
• Understanding cloud/infrastructure technologies and AI applications.
• Experience communicating with business and technical leaders.

Responsibilities

• Scale Microsoft Services business through Unified Enhanced Solutions.
• Enable field community to execute engagements successfully.
• Share insights with One Services teams to improve programs.

Skills

Adaptive leadership

Cross-organizational collaboration

Customer relationship management

Influencing senior leaders

Education

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business

Job description

Overview

Microsoft aspires to help our customers achieve their own outcomes through AI / digital transformation, leveraging the power of the Microsoft cloud solutions and services. To help drive this effort, Microsoft has established in the past the Customer Success team and the ISD team that play a key role in helping Microsoft customers achieve this AI / digital transformation through successful adoption of Microsoft Cloud solutions and Services. These two teams were recently brought under the same WW Organization (Customer Experience and Success, CE&S) where Global Customer Success was already reporting. The main purpose of this change is to integrate adjacent capabilities in One Services Portfolio, increase our ability to deliver customer outcomes through a simplified engagement model, and in the process identify cross fertilization opportunities (“One Services Opportunities”) through Project based work (delivered by the ISD teams) and Customer Success work, delivered by the CSU teams under the Unified contractual setup.

Following this step of bringing ISD in the same organization as Customer Success, we want to accelerate customer outcomes and growth opportunities through the identification of the key “moments that matter” during the sales and delivery of our services, whether this is project based services or Unified services. In particular, we will start by focusing on the opportunity to transition from projects to Support for Mission Critical services, to ensure the appropriate level of support for the workloads we contributed to deliver. Over time scenarios for “One Services” opportunities will be identified and be part of the scope.

We are looking for a talented individual to define and lead this acceleration in the field – where ISD and Customer Success capabilities are deployed through different organizations, and where we need to accelerate the adoption of a “One Services” mode of operation across these different organizations. As the One Services RBL in Asia, you will contribute to define the key motions, land them in Areas, oversee execution, while partnering with multiple field, regional and WW organizations (Area CSU, Area Services Sales, Regional ISD, WW GCS, WW ISD, WW Services Sales). While the WW teams will be in charge of defining standards to adopt in Areas, the RBL will represent the Asia point of view based on execution and related insights, and provide qualified feedback to WW teams aimed at continuous learning and improvement. For these reasons, the role will entail extensive engagement with field teams to ensure execution excellence, drive the adoption of relevant programs, identify and resolve customer blockers.

This role requires a self-driven professional who thrives on new challenges to grow the Microsoft Services business and cherishes achieving business impact with minimal observation once trained and equipped. Demonstration of skills in adaptive leadership, cross-organizational collaboration, ability to drive impact through influence, relationship building and executive engagement skills is highly desired.

The ideal candidate will have Services depth and experience addressing complex customer scenarios in Customer Success, Project Sales and Delivery, Unified Sales and Delivery. The individual has a demonstrated track record of enabling a broad field organization of Customer Success / Services professionals while supporting coordination and alignment across other key stakeholder groups as mentioned above.

Most importantly, the awareness, orientation and ability to find and capitalize on opportunities to improve self in this role and the role surroundings are sought in any professional aspiring for this role.

Responsibilities

• Responsible for scaling Microsoft Services business through ensuring the appropriate follow up of Projects with Unified Enhanced Solutions, starting from Mission Critical
• Apply global programs knowledge to help field resources avail of program assistance that meet customer’s business and IT needs.
• Enable field community to be successful in executing their engagements, i.e., projects and the milestones within, by identifying and rallying corporate resources and providing best practices, feedback on blockers and new requirements.
• Be a voice of customer and field organization, sharing insights and best practices with One Services teams across Microsoft to evolve programs, product and Services that support Customer Outcomes
• Capture Customer Outcomes stories including realized business transformation and the observed best practices around One Services examples
• Work through ambiguous situations with can-do attitude and proactively determine creative solutions – including the identification of new scenarios for One Services adoption

Qualifications

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 15+ years experience in Consulting, Unified, Services Sales and Delivery modalities (including engaging with customers in large engagement s at sales or delivery time)
• Understanding cloud/infrastructure technologies, technology solutions, AI applications. Have a background in leading people with the ability to inspire confidence in senior leaders and motivate his/her global team.
• Demonstrated experience communicating with business and technical leaders at all levels within large enterprises and for Microsoft internal candidates within Microsoft Business Groups, Sales, Services and Partner organizations
• Ability to create effective relationships, listen, influence, and collaborate internally and externally at all organizational levels.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.