The Delivery Management Manager (DMM – Qualifier: Account or Territory) is responsible for the end-to-end service delivery within an assigned portfolio of customer accounts in ether the Top Relationship segment (Q-Account) or in the Managed Scale Segment (Q-Territory), representing Microsoft Services throughout all deal phases whilst demonstrating a critical partnership with Sales. Serves as the single point of accountability and/or escalation point for their assigned customers. This role has direct people management responsibility for both support and consulting delivery resources and supervises the services delivery of their assigned team members. The DMM is on point to drive customer satisfaction, services revenue growth profitability, reviewing and approving Services Delivery Plans for customers in the assigned customer base.
Key Responsibilities:
- Business Value Relationship Management – End to End Business Approach (approximately 15% of time focused)
Leads their team to influence and manage customer expectations, based on an end-to-end (Envisioning through Support) lifecycle for assigned portfolio of accounts .
Recommends, delivers and supports technologies and services that meet current needs, and evolves strategies to adapt to future needs.
Ensures Governance activities occur in line with account management and quality outcomes as well as Microsoft policies and processes.
- Opportunity Management (approximately 15% of time focused)
Leverages the team to identify and drive opportunities for new Services delivery through existing delivery contacts and relationships.
Maps Microsoft solutions and strategies to the customer environment and drives a strategic development and a delivery plan to provide the highest value to the customer.
Works with Services Sales Manager(s) and Services Executive(s) to execute an intentional sales and business development strategy to meet customer / market demand.
- Contract Initiation (approximately 5% of time focused)
Drives clarity and customer understanding in ensuring the creation of contracting documents necessary to proceed with delivery of services.
- Delivery Resource Management (approximately 30% of time focused)
Reviews the current portfolio of engagements and contracts regularly to ensure delivery is on track within approved scope or that scope changes are properly handled (change requests, contract add-ons, etc.).
Drive MCS and Premier forecasting, compliance and approvals of investments.
Ensures team is adopting Delivery Management standards (SDM and PSDM) and monitor the rhythm of the delivery business on a regular basis.
Decreases the gaps identified by workforce planning and Practice Maturity assessments.
- People Management Leadership (approximately 30% of time focused)
Communicate vision, drive account strategy and customer commitments.
Coach and develop direct reports , conduct regular Connect Meetings and hold annual performance reviews with direct reports.
Lead the Microsoft Services transformation acting as an change agent and being a role model and encourages continuous personal and organizational improvement.
- Customer/ Partner (approximately 5% of time focused)
Support, coach and enable team to drive delivery excellence through customer satisfaction activities and behaviors.