Microsoft Looking For Delivery Resource Manager at Issaquah, WA Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

As a Delivery Resource Manager (RM), you will develop your relationship management capability working with international colleagues and being a key contributor to the profitability and customer satisfaction across Microsoft’s Enterprise Services businesses. Your communication and organisational skills will be enhanced as you influence resourcing decisions like project staffing, resource pooling scenarios, mix optimization, workforce planning and readiness.

Responsibilities:
Working with the Practice leaders within Microsoft Services, you will play a fundamental role in enabling them to staff and deliver a range of engagments from small to multimillion-dollar projects, with a direct impact on and to our customers.

Some of your responsibilities will include:
Fulfilling engagement staffing requests using Customer Engineers as well as facilitating the use of partner, global or additional MS resources to fulfil the requests as appropriate.

Understand the skill disciplines as well as know the strengths and skills of the Customer Engineers within the skill disciplines in order to successfully staff engagements.

Making sound staffing decisions and helping to facilitate resolving conflicts within the practice that have significant impact on utilization and on internal and external customer satisfaction.

Ensure customer satisfaction with the staffing of their engagements and will achieve and exceed utilization and bench targets across the Area/Subsidiary, as well as fulfil all demand for Customer Engineers within defined service levels.

The RM will work with the Business Stakeholders in assessing individual consultant skills and assist with developing consultant readiness plans in order to increase the consultant skills per the demands of the business.

Responsible for maintaining the data integrity of our request management system.

Qualifications

Qualifications:
Planning, decision making and organizational skills, along with a proven ability to effectively perform in a fast-paced, constantly changing environment, will position you for success in this role.

Extensive experience in a resource or delivery management role for an enterprise scale business.

A background of working in a role that has an international remit.

Experience of dealing with a range of internal stakeholders, from senior-level to technical staff.

Preferred:
Knowledge of professional services concepts such as utilization, billable resource and resource management tools

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.