Are you interested in working for a global company with experienced colleagues and great products where you are needed and feel that your contributions make a difference? Would you like to work in an environment where enterprising and ambitious employees have great opportunities to grow and pursue a career? Are you good at influencing and building relationships not only with colleagues, but with customers? If so, we want to hear from you! Support Practice Management at Microsoft The Premier Support Practice Manager (SPM) is responsible for the strategic positioning and successful delivery of profitable high quality Premier Support services to Microsoft Enterprise customers. The Support Practice Manager is the only front line customer facing support manager position within the Services organization responsible for the overall quality, growth, and satisfaction of a portfolio of managed support customers. You will also be responsible for recruiting, career development, and performance management of Technical Account Managers (TAM). The TAMs are responsible for the delivery management of support services that exceed customer expectations for delivery excellence and business value. Key Responsibilities: The Support Practice Manager (SPM) must have the ability to effectively manage cross-team collaboration with other Microsoft internal organizations and external partners. In this role, you must possess the business acumen necessary to be a change agent in driving the strategic use of Microsoft Support services with customer executives and Microsoft Leadership. This role requires someone with a passion for the customer that is demonstrated through professionalism and striving for excellence in all aspects of the customer experience. As an SPM, you should possess strong communication skills and imaginative, bold thinking in all situations. It’s your chance to: Gain a solid understanding of Microsoft technology, competitive positioning, and experience in the delivery of support for global, strategic, major, and corporate customers. Be responsible for the main pillars of the support business; Operational and Delivery Excellence, Service Delivery Planning, Business Management and People Management. Be immersed in an atmosphere that offers professional opportunities where you can influence and make an impact. Work for a global company with a great culture, smart colleagues, a supportive environment and multiple career opportunities. Demonstrate resourcefulness, confidence under pressure, and skill in both crisis management and expectation management as well as the ability to deliver effective strategic presentations to audiences of all sizes. Be a role model and encourage continuous personnel and organizational improvement. Help our largest customers get the most value from their investment in Microsoft. Collaborate with colleagues & peers across a worldwide organization. Benefit from the technology you need to work flexibly within a dynamic environment that empowers and energizes people. In Microsoft Services, we help businesses around the world to accelerate the power of Microsoft products and technologies. Working with 60,000 partners worldwide on some of the largest and most complex technological challenges around, we provide technical consulting http://www.microsoft.com/services/microsoftservices> and support http://support.microsoft.com/> services to 54 million customers. Across Enterprise Services and Customer Support Services http://support.microsoft.com/>, we have a global team of 10,000 professionals in 88 countries, and we draw on the full resources of the Microsoft organization worldwide. Benefits of working at Microsoft: Microsoft values different life experiences and viewpoints. We seek out people from diverse backgrounds and encourage them to take risks and approach challenges unconventionally. We will invest in your health and financial future, and encourage you to pursue your interests and passions away from the office. Our products and technologies help you balance life away from the office and enable you to manage your schedule efficiently. Your Career: We take your career seriously at Microsoft and will ensure that we provide regular reviews throughout the year to provide you with continuous feedback and support to inspire and develop you and to ensure your personal satisfaction and growth. The Microsoft performance philosophy recognizes higher performance with bigger rewards through a formal annual performance review where we will review your performance against some predefined commitments. Skills and qualifications: BS/BA Degree or equivalent in Computer Science, Engineering or related. MBA is strongly preferred. Excellent customer communication, strong interpersonal skills, and engagement management skills with the ability to drive the service delivery engagement lifecycle from start to completion. The position requires at least 10 years relevant working experience, with a minimum of 5+ years working experience in Support, Consulting, client/project management, high-end professional services environment or relevant management experience with at least 10 direct reports. Demonstrated ability to attract, retain, and develop high performing, motivated teams. Exemplary customer focus 5+ years business management and process experience 5+ years enterprise IT support experience 5+ years front line people management experience Value proposition level understanding of Microsoft products and services. Prior account planning and delivery experience preferably in a services environment. Proven record of delivery business results, business value and customer satisfaction. Understanding of markets, customers and competitive products. ITIL and PMP certification a plus but not required. Support Practice Manager Job ID 877418 Location Malaysia, Kuala LumpurJob CategoryServices & ConsultingProduct(Not Product Specific)DivisionServices & SupportPlease apply here. |
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