The Enterprise Services Account Aligned Delivery & Commercial Support Team is seeking an experienced, results driven leader to drive execution and improvement of Account Aligned Delivery Practices and the Commercial Support Business in the Enterprise Services Organization.
This Leader will collaborate with field teams to provide clear business priorities and drive decisions for roles and processes to effectively run the Account Aligned Delivery and Commercial Support business.
This role will represent the Account Aligned Delivery leadership to Worldwide and HQ teams and drive key partnerships across the WW Commercial Business.
This role will work report to the General Manager (GM), Account Aligned Delivery & Commercial Support in the Enterprise Services organization.
The core responsibilities for this role are as follows:
Coaches ASLs/SPLs with clear guidance and execution of commercial support business for strong business results
Provides priorities and business decisions to roles and process teams to effectively run the AAD & Commercial Support business
Represent and act as global leader for the Commercial Support delivery function (Premier Classic and Microsoft Unified Support)
Interface with HQ Digital teams
Establish and maintain the Account Aligned Delivery practice maturity framework and manage programs to enable and improve field capabilities
Manage global enablement team that will manage programs to ensure all delivery roles are driving towards clear goals and have the skills, capabilities and incentives to drive effective execution
Represent Account Aligned Delivery and Commercial Support Results to Enterprise Services Leadership Team
What would success look like?
Attainment of Financial and Business goals for Account Aligned Delivery and Commercial Support Business
Field Teams have clear direction and are enabled to meet business goals
Key strategic decisions are understood by leaders and driven to timely resolution
Agreed set of governed metrics reflected in leader reporting that represents the business outcomes needed to run the business effectively
The Candidate should demonstrate the following experiences and capabilities:
Executive Maturity, ability to work effectively with leadership A proven track record and experience leading Services and Support practices in a large global company
Experience working in dynamic global environments and supporting global field leadership teams
Running cross-group processes in a matrixed environment (effective cross-group collaboration)
Deep working business knowledge of the Commercial Support business model and economics of the Commercial Support business and an understanding of how to manage across all aspects of Support business from SDM, Proactive and Reactive
Strong project management, change management and communication skills and ability to deliver results
Demonstrated ability to drive results in a cross-functional environment
Strong problem solver who knows how to structure and analyze complex situations
Able to work effectively under pressure
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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to firstname.lastname@example.org.
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