Support Practice Manager JobJob Category:Services & Consulting
Location:Mississauga, CA
Job ID:5
Division:Services & Support
Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with partners, earning customer confidence, trust, and loyalty by improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.
Microsoft’s Premier Support business contributes to overall company aims by helping our customers support and operate healthy technology environments. We also assist our customers as they embrace Software + Services, and Cloud Computing. The Support Practice Manager role is a key role in driving change in our business and in the leadership of our people to meet the exciting challenges ahead.
The Role:
Microsoft Enterprise Services is looking for a Support Practice Manager with experience in managing enterprise support, paired with demonstrable strategic business acumen. Support Practice Managers provide value to our customers and Microsoft by developing and maintaining high performing teams that deliver quality support and health services in a profitable way. Support Practice Managers (SPMs) have a passion for the customer which is demonstrated through professionalism and striving for excellence in all aspects of the customer experience.
The Support Practice Manager is the only frontline, customer facing support manager position within the Services organization, responsible for the end-to-end management of his/her customer portfolio. The SPM is held accountable for customer satisfaction, utilization, backlog for his/her contracts, achievement of profitability targets and employee satisfaction. He/she will attract, develop, and maintain high performing teams who deliver high quality services.
The role requires a solid understanding of Microsoft technology, competitive positioning, and experience in the delivery of support for global, strategic, major, and corporate customers. Outstanding ability to engage in high level business decision maker (IT Director and above) discussions related to operations, agility, business value, and relevant Microsoft technologies is required. The SPM will develop and manage senior level relationships in their account portfolio and are responsible for overall client relationship management for support delivery. Working with a team of Technical Account Managers, the SPM is responsible for the main pillars of the support business; Operational & Delivery Excellence, Service Delivery Planning, Business Management and People Management.
The role requires an individual who is resourceful, confident under pressure, and has demonstrated skill in both crisis management and expectation management and is able to deliver effective strategic presentations to audiences of all sizes.
Qualifications:
The successful candidate will have a business, computer science or engineering degree or equivalent work experience. Higher relevant education preferred.
Candidates must have demonstrated business management and staff leadership skills. They must have excellent customer communication, strong interpersonal skills, and engagement management skills with the ability to drive the service delivery engagement lifecycle from start to completion.
The position requires at least 10 years relevant working experience. Qualified internal candidates without previous Microsoft people management responsibilities or Microsoft Services Engagement Management experience, and who have not previously presented at a Career Advisory Board, will be asked to present at a Support Practice Manager Career Advisory Board (CAB) which will be arranged.
This position will manage a team of Technical Account Managers located in the Toronto area and possibly parts of Eastern Canada. The location of the position is in Toronto.
Other qualification criteria are:
Exemplary customer focus
5+ years business management and process experience
5+ years enterprise IT support experience
5+ years front line people management experience
Value proposition level understanding of Microsoft products and services
Prior account planning and delivery experience preferably in a services environment
Proven record of delivery business results, business value and customer satisfaction
Understanding of markets, customers and competitive products
ITIL & PMP certification a plus but not required
Considering a Career with Microsoft Canada?
At Microsoft Canada Co, people are the source of our energy. The people at Microsoft Canada are creative, from all types of backgrounds, bringing passion and new ideas, meeting challenges, and realizing their potential. Our benefits and resources are designed to keep our most important asset - our employees - healthy, happy and equipped with the resources they need to be successful and realize their full potential.
Microsoft Canada provides a flexible work environment, with career advancement potential and most importantly, the opportunity to make a difference. As a Microsoft employee you have the opportunity to participate in the following programs:
Stock Awards & Employee Stock Purchase Plan
Registered Retirement Savings Plan
Tuition Reimbursement
Employee Software Purchase Program
Fitness Membership & Subsidy
I Volunteer (5 Paid Volunteer Days)
Employee Assistance Program
And so much more…
At Microsoft, we share a passion for technology, customers and our partners. We aspire to be more than just a good company- we aspire to be a great company. What will make us great is our commitment to our mission of enabling people and businesses throughout the world to realize their full potential.
Microsoft is an equal opportunity employer and supports workforce diversity.
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