Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission. Joining the Microsoft Business Operations team will bring you close to the customer and a leading edge go-to-market team. The team has a dynamic, mission-driven culture, with a high degree of passion to meet the needs of US Government customers with a range of solutions. We offer unique opportunities to work across global projects and teams in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy.

Vendor Operations is responsible for contracting, performance management, and continuous improvement execution activities for all outsourced service providers supporting a wide range of business units within Microsoft Business Operations. Our Mission is to be trusted advisors who anticipate and operationally execute on Vendor Operations agreements and opportunities delivering value to both Microsoft and our customers.

The Service Delivery Manager is accountable for end-to-end delivery of all in-scope Vendor Operations services and processes for the US Government, as well as overall vendor performance. The manager has full responsibility for deploying and managing the day-to-day operations at the outsource service provider, accountable for the successful implementation of all initiatives, programs and changes that balance customer satisfaction and cost/benefit impacts. The role is in Reno, Nevada and works directly with vendors and employee operations located in Reno and other locations around the world. The ideal candidate is at ease working in a matrixed, multinational organization, exhibits outstanding organizational, planning, communication, judgement, and negotiation skills, uses data and analytics to drive performance insights and improvements and has a solid customer and compliance focus.

Responsibilities

• Manage the Vendor’s operational performance - monitor performance against Service Level Agreements and work with the vendor to address any performance issues.

• Manage the day-to-day relationship between Microsoft and our outsourced vendors for the US Government book of work.

• Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics.

• Planning and management of local month- and quarter-end processes to ensure all key business processes are excellently executed as part of the global operational plan.

• Ensure outsourced Vendor processes meet global controls and compliance requirements.

• Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics.

• Agree and monitor appropriate corrective action plans and deal with any local escalations.

• Change Management - oversee vendor readiness to support new program launches, changes to business rules, processes, and tools.

• Ensure SOPs are in place and executed consistently with global processes and best practices.

• Project manage implementation of new processes to production stage at vendors.

• Manage operational budgets to ensure financial targets are met.

• Execute quarterly capacity planning processes that will meet forecasted volumes and service level expectations.

• Regularly communicate with the Senior Leadership team discussing complex and difficult problems to drive to comprehensive solutions.

Other 

• Embody ourculture (https://careers.microsoft.com/us/en/culture) andvalues (https://www.microsoft.com/en-us/about/corporate-values)

Qualifications

Required/Minimum Qualifications:

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement

• OR equivalent experience.

Other Requirements:

• This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

• Microsoft Cloud Screen Background Check:

• This position will be required to pass the Microsoft Cloud Screen background check upon hire/transfer and every two years thereafter while in this role.

Preferred Qualifications:

• 8+ years of outsourcing management experience supporting a global delivery business - both Vendor Operations or contract management and service delivery related experience.

• 5+ years’ experience in both volume and custom transaction processing operations or program management in business process outsourcing, global service delivery, and/or vendor management.

• United States Government (USG) contractor experience is a plus.

• A track record of partnering across a wide array of internal business groups, executive stakeholders, and execution partners with ability to build relationships with individuals at all levels.

• Experience in an offshore environment supporting a global delivery business: both contract management and service delivery related experience.

• Influencing skills: to manage VENDOR OPERATIONS delivery and expectations. Business knowledge and ability to set expectations for business outcomes within a global multi-site operation.

• Ability to work broadly across disparate groups to gain agreement on direction, integrate disparate opinions into cohesive strategy/message and present/defend recommendations.

• Ability to translate insight into content, create slide or written presentations, create overall communication plans.

• Ability to deal with ambiguity and navigate uncertain situations to drive for clarity; work calmly and maintain good judgment in dynamic environment.

• Proven experience of influencing other organizations where their support is critical to success.

• Ability to work across groups managing individuals both directly and indirectly to achieve a common goal.

• Able to work across cultures effectively, valuing diversity within virtual team. Working knowledge of international business practices

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $91,800 - $178,800 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 $117,900 - $195,000 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 May 13, 2024.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .