Delivery Manager

Overview

At Microsoft, our core mission is empowering every person and every organization on the planet to achieve more. Industry Solutions (IS) is a global organization of over 16,000 strategic sellers, industry experts, elite engineers, architects and consultants, who along with delivery experts are working together to bring Microsoft’s mission of empowerment – and cutting-edge technology - to life for the world’s most influential customers. We are on the front lines of innovation, working side-by-side with customers to drive value across the entirety of their digital transformation journey. Our team prides itself on embracing a growth mindset, inspiring excellence, and encouraging everyone to share their unique viewpoints and be their authentic selves.

Qualifications

Required/Minimum Qualifications 

The ideal candidate will have a four-year degree and at least 16+ years of demonstrated corporate management experience or an equivalent combination of education and experience. The candidate must have demonstrated knowledge of project and delivery management and preferably holding relevant industry certifications like PMP, ITIL. Candidate must have excellent organization, communication, project management, negotiation and problem-solving skills. Executive-level interpersonal, verbal, written & presentation skills are also required for the role. Having an experience and background on Infrastructure workloads is desirable.

Additional or Preferred Qualifications 

Bachelor's Degree in related field AND 16+ years' experience in consulting/professional services delivery, project management, or practice management, or leading portfolio management, complex programs, or revenue-driven (e.g., $10 million +) programs OR equivalent experience.  Project Management Professional (PMP) certification.  2+ years consulting, professional services, or related financial management experience (e.g., cost management, revenue forecasting).  Dynamics 365 domain exposure is good to have. Agile certification, Scrum Master, Agile Certified Practitioner (PMI-ACP), or Professional Scrum Master One (PSM1) certification.  Certification in relevant industry. 

Responsibilities

People Management 

Managers deliver success through empowerment and accountability by modeling, coaching, and caring.  Model - Live our culture; Embody our values; Practice our leadership principles.  Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.  Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others. 

Account Delivery Management 

Supports strategic relationships with key stakeholders in the customer portfolio, often as part of a steering committee, to ensure service delivery is on track and major issues are being anticipated, identified, and managed. Supports new customer opportunities in partnership with Sales with highly significant or global impacts for Microsoft. Communicates current view of delivery to customer executives on regular cadence, as appropriate. 

Intellectual Property (IP) 

Ensures the use, reuse, and creation of intellectual property (IP) in delivery, as applicable. 

Relationship Development 

Manages stakeholder relationships both internally (e.g., with Customer Success, Engineering product teams, Operations, Finance, local Consulting management) and externally (e.g., with partners and partner leads). Synthesizes and combines broad insights from personal or teams' experience regarding former delivery experiences with Customers. Closely collaborates with Global Pursuit Organization (e.g., on domain approvals, lead to order, sales handover). Proactively leverages relationships to resolve complex staffing issues and to create clarity. Partners with Software Quality Assurance and Delivery Excellence to monitor delivery portfolio health. Engages in regular cadence with Global Capacity Management Resource Managers to assist in staff matching for Project Managers on new engagements. Resolves issues identified and escalated by Consulting Project Managers from internal and external teams and customers (e.g., across Microsoft organization and with partners) regarding internal or critical customer issues (e.g., personnel change requests, threat of customer dissatisfaction, inability to deliver customer's outcome, delivery quality issues and dispute management), and manages internal executive engagement for escalations, as needed. Establishes escalation standards and process improvements for practice and implements escalation management governance processes. Understands customer and subcontractor obligations, and engages in obligation management. Drives Consulting Project Mangers to maintain the right contacts in service systems and target surveys. Champions the creation of feedback plans based on survey and constructive feedback. May serve on customer executive steering committees to an engagement.  Oversees through Project Health Reviews that internal and external compliance requirements have been met. Acts as an escalation point where a compliance or security breach has been identified and to understand impact and ensure notification through correct channels. 

Contracting  

Reviews and approves original contract and subsequent change requests. Acts as an escalation point should the contract not be of the required quality, or has created ambiguity in the delivery of professional services to the customer. Reviews and approves subcontractor onboarding (e.g., purchase orders, invoice approvals). 

Presales  

Adds input into deal construct and deliverability early in the pre-sales cycle. May work within the pre-sales team for exceptionally large consulting deals. 

Planning  

Sets expectations through the Solution Review Meeting conditions of approval and throughout the engagement to tactically direct the Project Manager. 

Monitoring and Controlling 

Steps in to take remedial actions with Consulting Project Managers on specific engagements if key performance indicators (KPIs) or certain metrics are not at the quality levels required, to understand and remediate any issues. Reviews risks and issues directly with Consulting Project Managers in Project Health Reviews. Acts as the primary escalation point back to establish consensus and a unified message to the customer  Acts as primary escalation point for any technical issues. Overall, is accountable for the quality of the technical delivery of the engagement.  Reviews and approves customer change control processes.  Ensures Consulting Project Managers' adherence to internal financial rhythms of business (ROBs). Acts as primary escalation point for budgetary issues. Serves as the primary approver for the release of any Risk Reserve required on engagements  May be positioned as an Executive Steerco Member on customer engagements. Facilitates across organizational boundaries to gain consensus and direction on the delivery. Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams (e.g., Sales, Architects). Models and encourages others to develop and/or expand awareness of internal mechanisms in order to best address customer needs. Establishes accountabilities, when appropriate, to drive customer outcomes and ensure internal stakeholders are in place. 

Closure  

Validates the customer sign off on Proof of Delivery/Delivery Acceptance Form.  Seeks themes in lessons learned and delivery constraints/issues, and documents and socializes with relevant internal Microsoft teams to improve intellectual property (IP) and feed into continuous improvement. 

Portfolio Management 

Acts as centralized management for one or more project portfolio(s) to achieve strategic objectives. Oversees a broad portfolio of deliveries managed and supported by Consulting Project Managers. Impacts global community to drive change and initiate additional customer outreach. Oversees a broad portfolio of complex accounts, when appropriate. Supports management and assurance of the all-up delivery of consulting engagements.  Proactively reviews portfolio health. Ensures challenged engagements receive support and are monitored to execute against Go-to-Green Plans. Establishes operational processes and standards to mitigate delivery issues for the organization to adopt. Ensures methodology, processes, and quality standards are consistently implemented and tools are leveraged appropriately. Monitors and manages metrics, intervenes to course correct, and uses tools/dashboards to identify issues and inform solutions. Understands business implications, recommends insights for the business, and briefs senior-level leaders on proactive solutions.

Business Growth 

Owns the financial health of the portfolio (e.g., revenue attainment, accurate forecasting and portfolio planning, cost management, and utilization, skills, and capacity planning). Identifies opportunities to accelerate and drive consumption and delivery. Owns and drives backlog risk management. Drives incremental business on top of existing portfolio through next step proposals, conducts customer discussions related to NSP and other opportunities. Engages in the pursuit cycle to ensure deals are structured appropriately. Supports and contributes to rhythm of business (ROB) and Chief Financial Officer (CFO) forecasting.  Recognizes opportunities, creates a shared vision and direction, and moves people and processes in a new direction for a sector(s) or geoarea(s). Innovates and implements long-term, strategic plans, in partnership with Consulting personnel or the broader organization, if required, to shape new opportunities and sustainable growth for customer accounts for large or strategic opportunities. When appropriate, innovates and implements long-term, strategic plans, in partnership with Sales to create new opportunities and sustainable growth for customer accounts across the account portfolio. As needed, negotiates, collaborates on, reviews, and contributes to deal approval processes, sometimes challenging deal construct to ensure Microsoft initiatives are incorporated appropriately. Ensures delivery team alignment and holds delivery team accountable for delivering on sales strategy.  Looks for or creates opportunities to maximize timely cloud consumption through current deliveries. Coaches team and Consulting Project Managers (CPMs) to identify new opportunities with customers and to accelerate delivery or prevent delivery delays. Proactively reshapes portfolio to maximize consumption and drive transformation deliveries.  Reviews new deals to quantify the expected outcomes are deliverable, risk process is managed, and that costs/resources and number of hours are correctly identified. Ensures the use, reuse, and creation of intellectual property (IP) in delivery, as applicable. 

Delivery Management 

Ensures the right mix of internal/external resources are assigned in engagements to drive Microsoft's strategic use of onshore, offshore, nearshore, and partner delivery resource pools. Optimizes use of resources according to deal shaping and financial efficiency to maximize customer value.  Drives delivery excellence, maturity, and quality, leveraging Quality Assurance partners and organizations and ensuring appropriate use of Microsoft and industry methodologies. Oversees the successful delivery of projects, ensuring proper project initiation is followed and documented both internally and externally using Service Delivery Methodology (SDM). Oversees the delivery team (Consulting Project Managers (CPMs)) as a primary escalation point for any delivery issues. Monitors the health and risk profile of individual projects through Project Health Reviews. Ensures that customers are surveyed for delivery satisfaction. Proactively anticipates when projects may go poorly and steps in to pivot priorities for mitigation. Influences others to secure resources for deliveries, and holds teams accountable for maintaining obligations to customer contracts and ensuring delivery services across the services lifecycle. Attends steering committee meetings, as needed, with strategic customers to remove blockers and ensure delivery success. 

Other  

Embody our and Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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