Services Quality Assurance (SQA) Manager
Location: South Africa, South Africa - Non Location Specific
Job ID: 780735
Division: Services & Support
Services Quality Assurance (SQA) Manager
Job ID: 780735
Division: Services & Support
Title: Services Quality Assurance (SQA) Manager
Location: MEA HQ
Level: 60-63
The Services Quality Assurance (SQA) Manager is responsible for working within the Worldwide Services Business Desk (SBD), a group tasked to assist the field with both complex and non-complex services deals (deal structure, contracting, negotiation, pricing, financing, etc), ensure adherence to group guidelines and policies, and provide feedback and guidance to business program groups for the development of future services offerings.
The purpose of the SQA Manager role is to drive the adoption of Services Business processes, tools and templates within the World Wide Services Organization. This is accomplished by:
- Providing Services field clients and management with risk assessment and guidance on very large complex Services engagements, enabling informed decisions during deal review and during delivery review.
- Assisting field clients in the preparation, review and approval of complex deals.
- Conducting broad-reaching education of the field teams they support.
- Assisting the Project Management Excellence (PMX) team in the on-going risk assessment of projects in delivery, conducting project reviews where requested.
- Providing quality assurance input and guidance during strategy development, policy development, training development, tool and template development, deal analysis, and elsewhere as needed.
Key Success Criteria:
- Risk Management: Assist the field with managing and containing risks generally related to complex services deals
- Policy Management: Ensure adherence to all defined processes for engagement; approval and risk management, with a keen focus on field services and services management, including identifying and surfacing policy violations. This also includes deal review during the sales process, and project quality reviews during the delivery process, reducing the number of delivery issues.
- Executive Consultancy: Provide one-on-one guidance and recommendations to the Services Lead and Services Vice President. This includes active involvement with Subsidiary General Manager, Enterprise Products Group (EPG) director and/or Services-Lead level.
Provide Internal Executive level presentations regarding SBD program mechanics, processes, and empowerment overview, or corporate policies. May include external presentations (EPG customer base at Senior Management level).
Training: Train field services and senior management on SBD tools and processes including new program features, engagement processes and field empowerment. Including negotiation best practices, financial analyses and proposal or Statement of Work (SOW) writing.
Knowledge, Skills and Experience
Essential Experience:
- A minimum of 5 years of experience in a services environment, preferably on project types similar to Microsoft Services business.
- Expertise in contracting, negotiations and deal structuring of complex services engagements.
- Strong Business Management or Project management capabilities.
- Experience project managing large IT projects using multiple subcontractors.
- Strong management and strong verbal and written communications skills combined with an ability to work closely across multiple groups.
Qualifications:
Bachelor’s Degree required.
Project Management Institute certification desirable but not required
Technical / Functional Skills:
Extensive experience in Services and Business Development
Excellent understanding of development processes, risk identification and mitigation, management techniques, presentation skills.
Excellent program management skills (leadership, decision making, practicality, communication, team building, financial management, discipline).
Technical product skills a plus.
Personal Attributes:
Ability to adjust quickly as priorities change continuously through a typical work day
Flexibility to adapt and provide feedback on incomplete information in order to keep efforts moving.
Excellent interpersonal and relationship building skills.
Ability to work proactively both independently and as a team player.
Excellent analytic capabilities, as well as oral and written communication skills.
Demonstrated ability to work efficiently and meet demanding deadlines in fast-paced environment.
Ability to manage multiple tasks simultaneously and to prioritize workflow and adjust to frequent workload fluctuations.
Demonstrated ability to work independently with limited supervision, interfacing with a variety of personalities across a large number of diverse internal groups, teams, divisions, and cultures
Calm and disciplined in stressful communications.
Additional Requirements:
Language and writing skills consistent with needs of geographic responsibility, with English as a universal requirement
Ability to travel.
Location: MEA HQ
Level: 60-63
The Services Quality Assurance (SQA) Manager is responsible for working within the Worldwide Services Business Desk (SBD), a group tasked to assist the field with both complex and non-complex services deals (deal structure, contracting, negotiation, pricing, financing, etc), ensure adherence to group guidelines and policies, and provide feedback and guidance to business program groups for the development of future services offerings.
The purpose of the SQA Manager role is to drive the adoption of Services Business processes, tools and templates within the World Wide Services Organization. This is accomplished by:
- Providing Services field clients and management with risk assessment and guidance on very large complex Services engagements, enabling informed decisions during deal review and during delivery review.
- Assisting field clients in the preparation, review and approval of complex deals.
- Conducting broad-reaching education of the field teams they support.
- Assisting the Project Management Excellence (PMX) team in the on-going risk assessment of projects in delivery, conducting project reviews where requested.
- Providing quality assurance input and guidance during strategy development, policy development, training development, tool and template development, deal analysis, and elsewhere as needed.
Key Success Criteria:
- Risk Management: Assist the field with managing and containing risks generally related to complex services deals
- Policy Management: Ensure adherence to all defined processes for engagement; approval and risk management, with a keen focus on field services and services management, including identifying and surfacing policy violations. This also includes deal review during the sales process, and project quality reviews during the delivery process, reducing the number of delivery issues.
- Executive Consultancy: Provide one-on-one guidance and recommendations to the Services Lead and Services Vice President. This includes active involvement with Subsidiary General Manager, Enterprise Products Group (EPG) director and/or Services-Lead level.
Provide Internal Executive level presentations regarding SBD program mechanics, processes, and empowerment overview, or corporate policies. May include external presentations (EPG customer base at Senior Management level).
Training: Train field services and senior management on SBD tools and processes including new program features, engagement processes and field empowerment. Including negotiation best practices, financial analyses and proposal or Statement of Work (SOW) writing.
Knowledge, Skills and Experience
Essential Experience:
- A minimum of 5 years of experience in a services environment, preferably on project types similar to Microsoft Services business.
- Expertise in contracting, negotiations and deal structuring of complex services engagements.
- Strong Business Management or Project management capabilities.
- Experience project managing large IT projects using multiple subcontractors.
- Strong management and strong verbal and written communications skills combined with an ability to work closely across multiple groups.
Qualifications:
Bachelor’s Degree required.
Project Management Institute certification desirable but not required
Technical / Functional Skills:
Extensive experience in Services and Business Development
Excellent understanding of development processes, risk identification and mitigation, management techniques, presentation skills.
Excellent program management skills (leadership, decision making, practicality, communication, team building, financial management, discipline).
Technical product skills a plus.
Personal Attributes:
Ability to adjust quickly as priorities change continuously through a typical work day
Flexibility to adapt and provide feedback on incomplete information in order to keep efforts moving.
Excellent interpersonal and relationship building skills.
Ability to work proactively both independently and as a team player.
Excellent analytic capabilities, as well as oral and written communication skills.
Demonstrated ability to work efficiently and meet demanding deadlines in fast-paced environment.
Ability to manage multiple tasks simultaneously and to prioritize workflow and adjust to frequent workload fluctuations.
Demonstrated ability to work independently with limited supervision, interfacing with a variety of personalities across a large number of diverse internal groups, teams, divisions, and cultures
Calm and disciplined in stressful communications.
Additional Requirements:
Language and writing skills consistent with needs of geographic responsibility, with English as a universal requirement
Ability to travel.
Services Quality Assurance (SQA) Manager
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