Microsoft Nigeria Vacancy for Delivery Management Manager

Microsoft Nigeria – If you have unique experiences, skills and
passions-and we believe you can bring them all to Microsoft for a rich,
rewarding career and lifestyle that will surprise you with its breadth
and potential. Just imagine the excitement and satisfaction of what you
can do, where you can go, and
the difference you can make with the
resources of Microsoft behind you.

We are recruiting to fill the position below:

Job Title: Delivery Management Manager

Job #: 938824
Location: Nigeria

Job Description

• The Delivery Management Manager (DMM – Qualifier: Account or
  Territory) is responsible for the end-to-end service delivery
  responsibility within an assigned portfolio of customer accounts in
  ether the Top & Relationship segment (Q-Acount) or in the Managed
  & Scale Segment (Q-Territory), representing Microsoft Services
  throughout the deal phases whilst demonstrating a critical partnership
  with Sales.
• Typically reports to a Services Practice Leader (SPL).
• The DM Manager is on point to drive customer satisfaction,
  services revenue growth & profitability, reviewing and approving
  Services Delivery Plans for customers in the assigned portfolio.
• Serves as the single point of accountbility and/or escalation point for their assigned customers.
• This role has direct people management responsibility for both
  MCS & Premier delivery resources and supervises the services
  delivery of their assigned team members including Account Delivery
  Managers (ADE), Engagement Managers (EM), Technical Account Managers
  (TAM), Services Delivery Managers (SDM), and Enterprise Architects (EA).

Duties include:

• Drive a proactive consulting, support and operations business
  enhancing customer experience in Microsoft products, devices and
  services
• Drive active team participation on Community activities,
  Knowledge Management, IP creation and re-use supporting a Collective
  Knowledge culture by leveraging Services Foundational Principles (SFP)
  and Support vNext
• Drive Portfolio/Project Profitability, Forecast Accuracy, and
  Revenue Recognition, for consulting and premier contracts, and other
  financial and business metrics, as well as data accuracy
• Coaches and develops direct reports, conducts regular connect meetings and holds annual performance reviews with direct reports
• Control adherence to business strategy by providing internal management risk assessments
• Drive successful solution deployments and ensure proper business value while maintaining high customer/partner satisfaction
• Provide review, oversight and approval from proposal through delivery
• Grow the business through mentoring, talent pipeline development, and community evangelism
• Drive operational excellence and innovation through delivery best practices leveraging Microsoft Services Business Capabilities

Summary of % Responsibility/Activity – Estimated Annual % of Time
Customer/Account Related Activity – 55%
People Management Activity – 35%
Services Leadership Activity – 10%

Breakdown of Above Responsibilities

Business Value & Relationship Management – End to End
Business Approach: 15 %

• Leads their team to influence and manage customer expectations,
  based on an end-to-end Delivery – Support lifecycle for assigned
  account(s). Recommends, delivers and supports technologies and services
  that meet current needs, and evolves strategies to adapt to future
  needs.
• Recommends innovative ways to realize business objectives
• Ensures Governance activities occur in line with Account management and quality outcomes

Opportunity Management: 15 %

• Leverages the team to identify and drive opportunities for new
  Services delivery through existing delivery contacts and relationships
  developed in additional functional orgs or business units.
• Maps Microsoft solutions and strategies to the customer
  environment and drives a strategic development and delivery plan to
  provide the highest value to the customer
• Works with Services Sales Manager(s) and Services Executive(s)
  to execute an intentional sales and business development strategy to
  meet customer / market demand

Contract Initiation: 5%

• Drives clarity and customer understanding in ensuring the
  creation of contracting documents necessary to proceed with delivery of
  services.
• Oversees/ Reviews the structuring of consulting and support
  contracts to ensure they are of high quality and properly scoped to meet
  the customer’s requirements and Services profitably and risk management

Delivery & Resource Management: 20 %

• Accountable for end to end delivery strategy that positively impacts business growth
• Reviews the current portfolio of engagements and contracts
  regularly to ensure delivery is on track within approved scope or that
  scope changes are properly handled (scope change requests, contract
  add-ons, etc.)
• Ensures team is adopting Delivery Management standards (SDM and
  PSDM) and monitor the rhythm of the delivery business on a regular basis
• Decreases the gaps identified by workforce planning and Practice Maturity assessments
• Manages Account Delivery & Relationship Management roles, to
  exceed customer and partners business requirements and within policy to
  match customer and partner demand and/or contract expectations

People Management: 25%

• Acts as a role model and encourages continuous personnel and organizational improvement.
• Coaches and develops direct reports, conducts regular connect meetings and holds annual performance reviews with direct reports.
• Leads the Microsoft Services transformation acting as an change agent and being a role model

Customer/Partner: 10%

• Support, coach and enable employees and partners to drive
  delivery excellence through customer satisfaction activities (conditions
  of satisfaction) and behaviors

Leadership: 10 %

• Communicate Microsoft vision and drive Microsoft strategies & priorities
• Acts as a role model and business leader
• Takes ownership of and resolves escalations within their
  practice, providing clear summaries and recommendations when escalations
  need to continue above their level.
• Ensures their team reviews and contributes (as appropriate) to
  Account Plans (APs), Services Growth Plans (SGPs), Services Delivery
  Plans (SDPs), and Deployment Blocker Analysis

Role and Description of Role/Responsibility
Results:

• Efficient and Proactive management of the consulting and support
  contracts portfolio: demonstrating a profitable Delivery margin,
  predictability & growth in Services Revenue, Customer Satisfaction,
  and driving business in line with Microsoft strategy.

Position Scope:

• This role owns resolving customer escalations to foster loyalty
  and repeat services business. Liaison across other Microsoft internal
  groups. Takes ownership and has the ability to communicate at Cx level
  within the Account.

Decision Making:

• Manages pre-sales investment, resource allocation, profitability
  of delivery engagements within the account, resource mix and delivery
  strategy

Strategy and Development:

• This role proactively defines and executes against the
  consulting and support contracts portfolio leveraging customer value
  from their current and future investment in the Microsoft Platform,
  Devices and Services.
• Drives intentional business development as opposed to opportunistic selling.

People Management:

• Builds high performing teams that consistently aligns core priorities.
• The DMM is accountable for Leadership and People Development
  tasks including, but not limited to, Employee 1:1s, Mentoring, Connect
  Meetings, Team Building & Employee Development.
• The DMM is also accountable for Performance Evaluation of direct
  reports including regular core priority setting and review, Career
  discussions and End of Year Performance reviews.
• The DMM is also a key stakeholder and active participant in the
  workforce planning, recruiting, hiring and on boarding processes.
• Acts as a role model for continuous self-improvement and creates
  an environment in which all members feel challenged and supported.
• Attracts, retains, and develops individuals.
• Establishes a diverse & inclusive team culture.

Communication/ Business Relationships:

• Expands the Microsoft footprint across the assigned account portfolio and delivery plans.
• Support the Delivery & Relationship Management roles to act
  as a trusted advisor to their customers, providing valuable insights on
  ways to improve their organization through Microsoft solutions.
• Teams with appropriate resources within Microsoft to present a seamless experience for the customer.
• Ensures timeliness and relevance of new business proposals.

Fiscal Responsibilities:

• Manages a well-governed business meeting all scorecard key
  performance indicators (KPIs) and Critical Indictors of Success around
  growth, profitability, employee, partner and customer satisfaction while
  conforming to Microsoft business practices and company priorities.
• As a leadership role in the Services Practice structure, the DMM
  has a strategic view of the complete services business life cycle.
• DMMs are responsible for prioritizing strategic business
  objectives including executive sponsorships, workloads, EPG
  collaboration, partner strategy, and business investments but focused on
  delivery and relationship management activities.

Experience:

• 5- 8 years of related Experience

Education

• Bachelor’s Degree (B.S./B.A.)
• MBA

Professional Training and Certification:

• PMP

Knowledge, Skills and Abilities
In addition to core competencies the following knowledge, skills and
abilities are required for the Account Delivery Manager role:

• Proven capability to deliver strong transformational programs
• Innovation and leadership
• Active participation in Communities
• Ability to encourage teamwork and collaboration through effectively managing change
• Problem solving and escalation management
• Executive Maturity
• An ability to articulate IT operations and supporting business process management
• Strong People Management ability supporting Microsoft values
• Ability to define and clearly communicate Account strategy & ROI
• Understanding of markets, customers and competitive products.
• Relevant Industry knowledge
• Ability to translate business requirement into technology solutions and driving these to business value

How to Apply

Click here to apply online