Microsoft Corporation Delivery Lead for Service Center in San Jose, Costa Rica
Microsoft Services mission is to empower every person and every organization on the planet to achieve more. In Microsoft Services Business Operations (SBO), our goal is to power One Services through a common operating model that simplifies and improves customer and employee experiences. Our team drives a broad range of shared services functions that include Operations delivery through Service Center, Data and BI, Role Excellence, Business Solutions & Tools, and Readiness for both the Enterprise Services and Customer Support and Services Business.
In alignment with the Services Transformation, the Services Business Operations (SBO) organization is taking steps to globalize Service Center and expand their scope to support Services Sales, Account Aligned, and Domain Aligned Delivery teams. Service Center reduces randomization and administrative tasks performed by field teams today by standardizing and centralizing delivery of these workloads, with the ultimate goal of making the lives of our customer-facing employees easier so they can focus on what matters most, their customers.
The Business Program Manager is accountable for high-quality delivery of a set of services to assist the Account and Domain-Aligned field resources in attaining their business objectives through a team of contingent staff resources. This requires building and maintaining an effective delivery team, networking and collaboration, operational excellence and getting results through others.
The Business Program Manager will assist with identifying continuous opportunities for process improvements, workflow processes and appropriate onboarding and support of delivery staff resources to ensure a high-quality service is delivered. Specifically, this position will support a new service s to deliver high-quality, consistent experiences to Microsoft sales personnel as they explore and pursue leads in the sales lifecycle. Successful Sales Assist BPMs have a deep desire to align needs to solutions. Operating within a fast-paced, ever-growing “start-up” culture, our specialists thrive in ambiguity while working to share experiences and opportunities with others to broaden impact to the business. The ideal candidate will bring energy, creativity, an entrepreneurial mindset, and impressive critical thinking abilities that support acceleration of key deliverables within our Lead-to-Order (L2O) processes.
Key Deliverables & Responsibilities:
• Triage inbound requests from Microsoft Services sellers, driving an “interview-style” conversation to understand seller needs & status within the Sales Lifecycle.
• Routing sellers to appropriate content or specialized resources to support lead qualification or offering alignment.
o Depending on the seller’s needs, endpoints may include:
Collateral available on internal sites that can help shape further customer discussions, detail Microsoft solutions, etc.
Specific standard offerings that may align to customers’ needs
Domain subject matter experts
Collateral preparation team(s)
Other Lead-to Order (L2O) processes
• Write, edit, proofread, design, and format assigned customer-facing artifacts, including Budgetary Estimates, Proposals, Statements of Work, and other specialized artifacts such as marketing collateral and guidance documents.
• Support and work with other team members to develop and complete high-quality artifacts and other specific proposal tasks:
o Set up and manage collaboration sites on SharePoint
o Facilitate status calls
o Create/manage schedule, author process/guidance documents, and maintain templates/artifacts associated with this position.
o Produce final customer deliverables
o Contribute and maintain database/knowledgebase/archive of reusable guidance, templates, references, and other pre-approved, customer-facing content.
o Complete weekly report on requests/opportunities
• Assist Microsoft Sales personnel in providing a world-class service to enterprise customers and partners.
o Provide quality delivery of service center catalog items in line with catalog process descriptions and SLAs through attention to detail, ownership of issues and follow-through. Deliver on service center pilot services, per prescribed guidelines.
o Carry out regular quality reviews to ensure the processes are being followed and verify the quality of deliverables.
o Ensure services are delivered to the agreed OLAs/SLAs. Where issues occur, log them and take action per defined processes.
o Ramp quickly on changes to tools and processes to ensure there is business/delivery continuity through changes.
o Alignment with Americas timezones to support service delivery as a second-tier escalation point for unique scenarios, special handling, and quality-related concerns
• Collaboration with Offerings, Sales Readiness and Operations teams to manage ongoing business changes
o Proactive engagement to identify necessary training for the broader team
o Ownership of change management processes for the service
o Develop an understanding of the broader business landscape to contribute/maintain IP that transcends Service Center services and ES
• Compile, analyze and share service performance and trend information
o Connectivity back to Offerings, readiness and Sales teams to propose data-backed changes/opportunities; this may include insight on common seller questions, offering feedback, etc.
o Service Reviews; Weekly, monthly service updates
- Building Relationships
o Work with Service Center delivery leads and delivery managers to resolve escalations and to improve internal processes & policies.
o Collaboration with Microsoft Delivery personnel to deliver consistent and predictable delivery of services in the catalog that contributes to high customer satisfaction.
o Promote teamwork and collaboration through a positive attitude and effective communication. Participate in meetings and other activities as required in order to support operations and service delivery.
o Promote cross-region collaboration and support the global community, by sharing best practices and operational improvement opportunities to improve Service Center Services.
- Business & Technology Insights
o Understand the goals of the Service Center and the Service(s) you provide.
o Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes.
o Identify issues that are systemic and report on key trends.
o Provide feedback, recommendations and data that contributes to refinement of processes, and deliverables.
o Possess good technical expertise in relevant Microsoft technologies to quickly understand incidents and provide a high-level review to all stakeholders.
Qualifications and Experience:
Experience working within Lead-to-Order/Pre-sales teams
Experience with lead qualification/scoping and alignment of customer needs to solutions
Experience in an enterprise support and/or customer service environment(s) with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes.
Advanced skills in Microsoft Office applications (Excel, Work, PowerPoint, etc.)
Passion for and track record of delivering great customer experiences.
Consistently practices and demonstrates strong organizational, communication, project/change management, negotiation, stakeholder management and problem-solving skills.
ITIL Foundation Certificate and Microsoft Certified Professional certification desirable.
Bachelor Degree in business or equivalent experience desirable.
Excellent written and oral English language skills. Bilingual + at near-native proficiency levels is highly desirable.
• Role may require global travel up to 10% of time for training/development