Service Delivery Manager Job Microsoft - Bahrain

Job Description Job Category: Services & Consulting Location: Bahrain - Non Location Specific, BH Division: Services & Support Role: Service Delivery Manager Location: Bahrain A Microsoft Service Delivery Manager (SDM) is a trusted business advisor to Microsoft's Premier Support customers providing valuable guidance in regards to the optimization of their IT operations, infrastructure and investment through quality Service Delivery Management. This is achieved by improving our customer's IT operations and maturity through a continuous cycle of Service Delivery Planning and Execution. Once a Premier customer has deployed a Microsoft product if something unexpected occurs the SDM, working with the Customer Service and Support (CSS) team, manages the incident to resolution and then follows up to ensure either operational improvement within the customer's IT environment and/or continuous product improvement within Microsoft. By maintaining a long-term relationship with their customers an SDM gains an understanding of their customers' IT and business goals as well as the challenges they are facing, and this information is used by the SDM to create a Service Delivery Plan ensuring their customers' operational success and satisfaction with Microsoft products. The value the SDM brings to the customer is successful operation, and hence realization of value, of Microsoft products and their IT investment. The value the SDM brings to Microsoft is increased customer satisfaction, reduced support costs, and awareness needed around product improvements. Responsibilities Account Management - Be able to reach out to CxO's and drive informed and mature conversations around aligning IT to Business needs - Act as an advisor to assigned corporate customers, requiring high level technical and more detailed IT operational knowledge across Microsoft products and technologies. - Assess, analyze, and recommend the most effective method of problem prevention and/or resolution for risks by utilizing own knowledge and applicable internal resources. - Act as Microsoft owner of customers' operational health as measured by their productive use of Microsoft products and technologies. - Work closely with country management, account teams and other internal business groups to develop and deliver solutions to all Premier customers with a goal of maintaining and building Microsoft's leadership position within the IT industry. Service Delivery Management - Customer Health - Manage delivery of proactive and reactive services to customers. - Work with customers to develop and maintain a service delivery plan - Attend client service review meetings on a regular basis; areas discussed may include assessment of overall delivery (quality, consistency etc), opportunities for future service improvement, clarification of future delivery schedule and demands etc. - Recommend and document additional services to address customers' needs or to mitigate risks. - Communicate proactively with customers regarding product, technology, and service information, supportability issues, and support lifecycle plans. - Ensure a positive customer experience by providing oversight and management for customer support planning, operational and technical issues. Incident Management - Manages customers complex technical support requests to resolution. - Ensure timely resolution of customer issues by referring issues to product support professionals, monitoring their progress, and escalating as necessary. - Ensure Premier customers receive responses to phone/on-line requests within service level response times as specified per contractual agreements. - Work with management to resolve business critical issues impacting the customers' businesses and/or impacting Microsoft's relationship with customers. - Establish effective working relationships with Customer Support Services (CSS), Microsoft Consulting Services (MCS), Field Sales, Product Groups, and other internal teams by working through appropriate escalation channels. - Share best practices within the Premier team and community, and participate in individual or team projects to enhance the quality and efficiency of Premier support. Opportunity Management - Ensure customers' Premier agreements are right-sized, aligned with product support lifecycles, and are linked to the sales/services account plans. - Ensure on time renewals by managing all elements associated with this process on a proactive basis. - Share product or packaged/repeatable service opportunities with appropriate members of the virtual account team unit. Services Project Management - Develop and update account service delivery plans, communicate and discuss these with customers and the account team units as required. - Understand the services to be provided, the goals and objectives, constraints, and what was in scope and out of scope to be delivered. - Plan execution of services by developing tasks and their sequence given the requisite scope. - Execute communications plan as required to ensure that all internal and external parties are informed as appropriate. Essential Requirements BA/BS degree in Computer Science, Engineering, or Business or equivalent work experience ITIL/MOF IT Operations skills and experience Broad technical skills pertaining to Microsoft's CORE IO products Strong interpersonal skills Competencies Building Customer and Partner Relationships Strategic Insight Value Selling Project Management Analytical Problem Solving Cross Boundary Collaboration
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