The Delivery Management Manager (DMM) leads a high-performance team of seasoned service delivery professionals well versed in cloud adoption, delivery management practices and technology trends.
The DMM is accountable for end-to-end service delivery within an assigned portfolio of customers, representing Microsoft Services throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders. The DMM serves as the Microsoft Services primary point of accountability and/or escalation for their portfolio of customers. This role has direct people management responsibility for both delivery and relationship management resources and supervises the services delivered to customers by their team. The DMM is responsible for driving customer satisfaction, driving customer effective use of Microsoft’s cloud platforms, services revenue growth & profitability, and the governance of delivery for their portfolio of accounts.
Responsibilities
- Attracts, develops and retains talent. Recognizes team members’ strengths, aligned to capability needs, resulting in strong delivery results. Facilitates an environment of inclusion that leverages diverse perspectives and talent to better represent and understand our global customers.
- Creates a culture of customer engagement and leads team to deliver successful customer engagements.
- Coaches and develops direct reports, conducts regular Connect Meetings and completes annual performance reviews with direct reports
- Leads a consistent delivery excellence rhythm and ensures alignment with key internal stakeholders, including those in Sales and Operations.
- Consistently manages areas of fiscal responsibility, staying within budget, and effectively managing resources and their capacity. Focuses on engagement profitability & risk management. Achieves & frequently surpasses personal & team goals from quarter to quarter.
- Ensures that his or her team is guiding customers through relevant change initiatives. Competent in core change-management methods and techniques.
- Contributes to the growth of a new, fast-paced program. Thrives in ambiguity and promotes clarity for business stakeholders.
- Ability to effectively manage a portfolio of remote customers spanning multiple subsidiaries.
- Ability to learn varied business practices and priorities quickly. Applies sound judgement to prioritize actions.
Qualifications
Minimum Qualifications:
- 8-10 years of experience in an enterprise delivery or support environment with demonstrated complex project delivery success.
- Advanced English skills, other languages are a plus.
Additional Qualifications:
- Competency in analytical problem solving, customer/partner relationship management, and Microsoft products and technologies.
- Expertise in Project and Change Management.
- Experience with remote account management, enterprise-level support, solution selling, revenue management and forecasting.
- IT Implementation CMM and CMMI), IT Service Delivery and Support ITIL Foundation), Project Management fundamentals PMI or equivalent) and other industry-specific certifications.
