Overview
With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Support for Mission Critical (CSA Manager) for ASEAN & GCR. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) Cloud Solution Architect Engineers in addition to the business accountabilities that underpin this delivery practice.
Leading the ASEAN & GCR Mission Critical team, the CSA Manager holds responsibility for a specialized team of Cloud Solution Architect Engineers with a deep technical expertise that plays a pivotal role in ensuring the successful delivery of Mission Critical enhanced support. Additionally, they will collaborate closely with other Cloud Solution Architect Managers in Asia and globally to maintain consistency in readiness and delivery standards.
The CSA Manager's core focus is on driving the execution of delivery by ensuring the team's preparedness, delivering with precision, optimizing overall utilization, and achieving high levels of customer satisfaction in a cost-effective manner. This role may also involve engagement in pre-sales and planning activities, particularly related to capacity planning and delivery planning.
Furthermore, the CSA Manager will carry some business development responsibilities within the designated geography. This involves collaboration with global blackbelts (GBB), pre-sales architects, and stakeholders from the Customer Success Unit to foster growth and success in the region.
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
• Enhances customer satisfaction and boosts service revenue by developing, guiding, and mentoring delivery resources.
• Shapes the staffing process by aligning customer technology requirements with the team's expertise and recruits the appropriate technical talent to meet customer demands.
• Takes charge of and is accountable for achieving Customer delivered hour targets.
• Participates in the Area/Sub resource planning procedures, utilizing insights to adapt or re-skill resources as necessary.
• Promotes visibility at the Area/Sub level regarding Support for Mission Critical offerings and actively supports the review of pipeline and contract renewals.
• Exercises influence and effective management of account teams and customer expectations regarding Mission Critical solutions, leading discussions centred on value.
• Collaborates effectively with customers, including those at the C-level, to comprehend their business objectives and ensure that their investment in Microsoft support yields the desired outcomes.
• Demonstrates effective collaboration across various roles to successfully achieve business objectives.
• Manages overall performance comprehensively, including mentoring, evaluating resource impact, rewards, and more.
• Promotes readiness in both technical and professional roles within their team.
• Identifies and nurtures the strengths of team members, aligning them with the required capabilities, resulting in robust delivery outcomes.
• Maintains fiscal responsibility consistently, staying within budget, and proficiently staffing and leading resources.
• Cultivates an inclusive work environment that fosters cross-group collaboration.
• Conveys a clear vision, business direction, and core priorities within the workgroup.
• Exhibits strong leadership and delivers significant business impact while driving key business initiatives.
• Ensures that Governance activities align with the Support for Mission Critical standards.
A successful CSA Managers focus areas include: Strong leadership, Operational Control (operating and budgeted expense), and Resource Allocation (headcount and staffing plans). You will need to lead and motivate others, evaluate talent, have a high level of selling and customer/partner service skills as well as have the ability to think strategically.
Qualifications
• Experience in Support Services.
• Strong people manager/leader with at least 3 years people management experience (required)
• 5+ years’ of industry, support or management consulting experience.
• Strong service delivery, time, project and priority management skills.
• Strong interpersonal skills and the ability to work with customers at the C level.
• Experience with managing critical and complex customer situations or incidents.
• Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.
• Strong interpersonal, presentation and communications skills.
• Education: Bachelor's degree in Business, Computer Science, Information Technology, or related field required (or equivalent experience)