Description
At Microsoft Americas Operations we have a passion for customers, partners and technology. Microsoft Consulting Services (MCS) helps customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are currently looking to recruit an Operation Specialist to manage our relationship, satisfaction, and business results with a Services Practice within the Americas.
If building strong relationships with key stakeholders within the Consulting Practices, acting as the escalation point for Operations, engaging with internal support teams to ensure service level agreements on key activities are achieved or exceeded, and enjoy managing operational readiness, engaging with Consulting Practices on the launch of new programs, policies, systems rollouts and process improvements - then we have the perfect job for you... ...
Application Deadline: 11/20/09
Responsibilities
The Operations Specialist interfaces with Microsoft Consulting Practices to ensure that the Order to Cash policies and processes are managed in a compliant and an efficient manner. The Operations Specialist is accountable for driving operational excellence across Services Operations, through the identification and creation of solutions to solve deficiencies, improve performance and maximize revenue within their business segment. They are also tasked with driving change when appropriate.
Key Responsibilities of this position include:
* Manage the business relationship with multiple Engagement Managers within regional consulting practices, providing business insight and support to ensure that customer engagements are managed effectively and efficiently through the engagement life cycle, thus optimizing the customer experience
* Understands the business and strategies in inter-dependent areas and apply this knowledge to making good business decisions.
* Business Management & Reporting : Engagement Manager Reporting; Engagement Manager formal Reviews; Services Leadership Reporting, Business & Compliance reviews, Backlog management, Revenue accrual support, Scorecard & Ops Health reporting
* Contract Management: Manage the relationship with multiple Services Executives to ensure contracts are approved and fully executed
* Review data and analysis for recurring compliance audits and for Tier 1 and Tier 2 scorecard metrics.
* Increase the revenue opportunity for MCS by managing low risk / low priority customer facing opportunity for the EM / PM Community as necessary and available.
* Engagement Management encompassing Project and Task setup; Task Maintenance, Closure and CSAT Survey review
* Subcontractor Management
* Billing & Accounts Receivable Management
* Ensure that the Services Business is managed in a compliant manner and that all processes and procedures are documented and that the field is trained as appropriate
* Some travel may be required with this role
Requirements
* BA/BS degree preferred, in accounting, finance or business law, or equivalent work experience (four years minimum in addition to work experience noted above). May have two year degree or equivalent college credits, combined with additional two years work experience.
* Demonstrated work experience in an operations environment - typically account management, customer service, business operations, licensing, services, supply chain management or logistics.
* Proven engagement management and customer service.
* Strong analytical, problem solving, and decision making skills
* Ability to develop and implement creative solutions and influence others in their adoption.
* Excellent oral and written English language skills, including presentation experience and the ability to communicate effectively at all levels of business
* Must be highly self-motivated and able to work remotely from core business team.
* Specific knowledge of the business activities within Enterprise Services is helpful.
* This position will be located in Atlanta, GA or Charlotte, NC
Core Competencies
* Process Management
* Analytical Problem Solving
* Impact & Influence
* Cross Boundary Collaboration
