Location: Singapore, SG
Job ID: 734753-30477
Division: Services & Support
The Consumer Software - Windows and PC Health Support Services is part of the global Customer Service and Support (CSS) organization and responsible of delivering technical support to our consumer audience through external Outsource vendor companies.
The role of the Service Delivery Manager is to manage the outsourced technical support business end-to-end with the vendor(s) in order to maximize quality of service (a.k.a. customer satisfaction) and operational performance. The responsibilities will include fostering and managing the outsource vendor relationship, call center readiness, forecasting/invoicing, cost control and operational management to ensure the vendor meets all contractual obligations and performance criteria.
Support Operations Management:
Be responsible for the quality and performance of all delivery aspects of non-Enterprise technical support for Microsoft Windows and PC Health through the outsource vendor. Meet all Quality of Service (a.k.a. Customer Satisfaction) targets as measured through the customer survey process and meet key performance indicator (KPI) targets as set out in the Statements of Work (SoW)
Work closely with Outsourcing & Business Support teams including Microsoft Global Outsourcing (MGO), Microsoft Supportability, Reporting, and cross functional team to assess and manage performance of the vendor, through operational reviews, against the contracted KPIs. Take responsibility and drive resolution of issues with operations and customer service levels. This will require engagement across various groups at the vendor(s) and within Microsoft
Create close working relationships and engage with the Customer Services (CS) team, other vendor(s) and Microsoft groups to ensure an exceptional customer experience when contacting Microsoft for support
Actively participate in the management of customer complaints and issues and engage with the Complaints Management team to respond to and resolve customer complaints in a timely manner
Ensure technical and operational readiness of the vendor for all policy changes, support offerings and new product releases and launches. Work with training resources at Microsoft and the vendor to maintain and increase vendor technical capability
Ensure vendor capability to support contingency situations such as unexpected volume increases, e.g. virus outbreaks
Ensure vendor certifications, e.g. Customer Operations Performance Center (COPC), are maintained and any non-compliance is rectified
Ensure continuous continuity with telephony and networking systems, manage site redundancy and lever plans.
Manage appropriate staffing requirements, utilization, and occupancy as it relates to assign outsource vendors and sites.
Forecasting, Financial Performance:
Work with the management and finance team during the planning cycle to ensure appropriate budgets are created and financial targets are met or exceeded
Be responsible for daily, weekly and monthly volume forecasts to maintain grades of service, staffing and customer service levels
Be responsible for the monthly costs for vendor, ensuring the appropriate forecasts/accruals and invoice processes and approvals are in place and managed in a timely and accurate manner
Outsource Vendor Relationship:
Be a focal point and drive all engagement and relationship management with the outsource vendor where it relates to technical support. As the outsource vendor may support many areas of Microsoft’s business the ability to coordinate activities across many business lines and present a professional and structured “face” of Microsoft to the outsource vendor is required
Work closely with outsource vendor management to coordinate, organize events and awards for vendor staff to ensure vendor staff morale remains high and fosters a spirit of enthusiasm and professionalism that enhances a customer's experience with technical support
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