Microsoft AR/VR Job | Global Outsource Leader (Technical Support)

Job(岗位): Global Outsource Leader (Technical Support)

Type(岗位类型): Technical Support

Citys(岗位城市): Other, Costa Rica | Other, Mexico

Date(发布日期): 2022-3-3


With a large segment of our customers receiving services through Microsoft Delivery Partners, within CE&S, the Resource Strategy & Vendor Planning (RSVP) team is looking for experienced, highly motivated Delivery Partner Manager (DPM) to manage our relationship with various delivery partners ensuring highest standards of customer service, operational excellence, and Trust.

If you are obsessed about customer experience, can think strategically at a global level, and have strong influence leadership skills to drive resourcing solutions at Scale – achieving the Quality, Cost and Resilience objectives of the business then we would like to hear from you. Differentiated candidates will want to take a shared accountability for the results of the business they support and will have a track record of Global Delivery Partner / Supplier management experience including contract and price negotiation experience in both Consumer and Commercial industries.



Required/Minimum Qualifications

  • 9+ years vendor relationship management or service delivery management experience
    • OR Bachelor’s Degree in Business, Accounting, Technical, Psychology or related field AND 6+ years vendor relationship management or service delivery management experience.

Other Qualifications

  • Experience in Business Process Outsourcing at a senior executive level
  • Customer Operations Performance Centre (COPC) or equivalent certifications.
  • Customer Service/Support experience.

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 request via 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.



Supplier Management

  • Acts as the primary contact and manages business relationships with highly complex, large, or high financial impact suppliers. Creates a network of contacts to understand capabilities and competencies of suppliers.
  • Collaborates with senior executives of highly complex or large suppliers to build a strong and ongoing relationship. Reviews the consumption of business with suppliers. Identifies improvement opportunities both internally and at supplier sites.
  • Identifies and guides Customer Service and Support (CSS) strategies and priorities to suppliers for the business, guiding them where needed while maintaining an effective and productive relationship. Collaborates with suppliers to address and resolve any business concerns faced when managing business with CSS and/or the customer.
  • Ensures suppliers have the resources and tools needed to execute contracts and makes changes to contracts as needed.
  • Resolves highly complex suppliers or escalated supplier operational, performance, or strategic issues identified by business delivery organizations.

Contract Management

  • Establishes a new site by establishing supplier procurement strategy, communicating business requirement document to supplier, creating a statement of work, overseeing and administering request documents (e.g., requests for proposals [RFPs], requests for quotes [RFQs], requests for information [RFIs]) process and response evaluation, supplier selection, support formal negotiation of contracts, and pricing negotiation and analysis.
  • Conducts ongoing formal and contractual reviews regarding invoicing, billing, amendments, changes, and/or performance.
  • Manages service level agreement contracts, ensures suppliers compliance with Microsoft policies and operating procedures, including ensuring adherence to contractual requirements and operating procedures.
  • Ensures that suppliers continue working through the duration of each engagement, and that suppliers have fulfilled all contractual requirements.

Performance Management

  • Produces a monthly scorecard report to monitor the performance of supplier resources.
  • Identifies patterns across suppliers or business areas and creates long-term or strategic financial decisions.
  • Monitors key performance indicators (KPIs) for highly complex, large, or high-impact suppliers to ensure suppliers meet operational needs. May perform site audits at assigned suppliers.

Internal Collaboration

  • Collaborates with internal stakeholders (e.g., SBU Leadership, Procurement, Supplier Infrastructure, IT, Legal) to create outsourcing and supplier strategy and drive outsourcing business.
  • Develops and delivers communications and reports such as CVP Flash, Monthly Flash, QBR summary, and/or executive visits summary to executive members.

Change Management

  • Identifies change requirements (i.e., any changes to the business) assigned with internal change management tool and manages the process to meet new requirements and then executes those changes.