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Microsoft Corporation Business Program Manager in Cambridge, Massachusetts

Are you an experienced Business Program Manager with a desire to apply your skills at global scale to support our AAD Field teams? Microsoft Services is looking for a passionate and purposeful individual to join our Worldwide Account Aligned Delivery team. The Global AAD Field Enablement team’s focus is on evolving delivery to our customers through practical hands on field landing and enablement and methodology application for our field roles and communities.

The Microsoft Services WW Account Aligned Delivery corporate team is responsible for three global functions:

  1. Designing world class delivery experiences for our customers, as enacted through our Relationship Delivery roles in the field (TAM’s, DMM’s ADE’s, SPL’s)

  2. Enabling our field Relationship Delivery roles to successfully embrace and execute against our defined Delivery methodology and drive great customer outcomes

  3. Running the field Account Aligned Delivery business (both Consulting and Support) in alignment with our priorities and financial constraints through a structured Business Excellence function

Our team is seeking an experienced, results driven Business Program Manager to lead and drive the adoption of changes that impact our AAD delivery roles in the Americas. The role will focus on Delivery-related programs and projects that are aligned to Microsoft Services Support program goals - specifically to achieve a “differentiated digital customer experience”. The role is highly collaborative, and you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results.

Responsibilities

Area of focus will include:

  • Define and execute on Change Management plans to drive adoption of the new Service Delivery Methodology, including tools and associated processes.

  • Define Coaching Plans as required for reinforcement and to mitigate Delivery management adoption gaps

  • Consult on the creation of KPIs to monitor adoption with SMEs and Delivery Design Team.

  • In partnership with the Delivery Design Team, create TZ adoption plans that focus on the Service Delivery Methodology behavioral change.

  • In partnership with the Learning Org, define learning plans/skills required for AAD roles.

  • Partnering with Corporate stakeholders to define adoption measures for field Account Aligned Delivery leaders

  • Support Area Unified TZ Landing Teams in their Delivery-focused work

  • Participate in and sometimes drive regular TZ/Area and TZ/Corp syncs

  • Facilitate Area escalations

  • Document and share successful delivery practices

Qualifications

The ideal candidate will:

  • Have strong communication capabilities nurtured within a Microsoft Services Delivery context and / or large services organizations.

  • 5-7 years of delivery management experience in the Field in the Account Aligned Delivery Organization (TAM, DMM, etc.) or equivalent

  • Experienced in working with multi-national / multi-cultural teams

  • Ability to work and create structure in complex and ambiguous situations and respond flexibly in time sensitive situations

  • Knowledge and experience in Microsoft’s Support business (Premier and Unified Support) and Delivery methodologies

  • Fluency with PROSCI CM Framework

  • Proficiency in process improvement and passion for enhancing customer experience

  • Experience of working remotely in a matrix environment (ie achieving results through influence, not direct control)

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 at https://careers.microsoft.com/us/en/accommodationrequest .

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

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