The Delivery Management Manager (DMM) is accountable for the end-to-end service delivery within an assigned portfolio of customers in ether the Top & Relationship segment or in the Managed & Scale Segment, representing Microsoft Services throughout all deal phases whilst demonstrating a critical partnership with Sales Manager and EPG ATU Lead. Serves as the single point of accountability and/or escalation point for their assigned customers. This role has direct people management responsibility for both support and consulting delivery resources and supervises the services delivery of their assigned team members. The DMM is on point to drive customer satisfaction, services revenue growth & profitability, reviewing and approving Services Delivery Plans for customers in the assigned customer base.
Business Value & Relationship Management: Leads direct report team to influence & manage customer expectations, based on an end-to-end, Delivery Support lifecycle for the portfolio of engagements.
Opportunity Management: Leverages team to identify/drive opportunities for new Services delivery thru existing delivery contacts/relationships developed in additional orgs/bus. Units.
Contract Initiation: Oversees/Reviews the structuring of consulting & support contracts to ensure they are of high quality & properly scoped to meet the customer’s requirements & Services profitably & risk management.
Delivery & Resource Management: Reviews current portfolio of engagements & contracts regularly to ensure delivery is on track w/in approved scope or scope changes properly handled.
People Management: Coaches and develops direct reports, conducts regular meetings, reviews.
Leadership: Leads Microsoft Services transformation acting as a change agent/role model.
Customer/Partner: Demonstrate and drive valuable customer partner interactions.
Experiences Required: Key Experiences, Skills and Knowledge:
Years’ Experience: 5+ in related technology management roles
Education: Bachelor’s Degree (B.S./B.A.) in Computer Science, Engineering or equivalent; PMP preferred