Location: United Arab Emirates, Dubai
Job ID: 786449
Product: (Not Product Specific)
Division: Services & Support
Do you want develop and maintain high performing teams that deliver quality services in a profitable way? Do you enjoy helping to grow and lead a business and team, and ensuring the successful achievement of challenging business goals? Do you enjoy establishing and cultivating business relationships with key stakeholders in the customer’s IT organization?
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 Support business continues to perform strongly and contribute to overall company aims. The Support business could change in profound ways as customers embrace Software + Services. The Support Practice Manager role will be key in driving change commercially and in leadership of resources to meet the challenges ahead.
The SPM is responsible for leading a team of Technical Account Managers (TAMs) / Service Delivery Managers (SDMs) and is part of the Services Leadership Discipline. Their value is in developing and maintaining high performing teams that deliver quality services in a profitable way. The Support Practice Manager is the only front line, customer facing support manager position within the Services organization responsible for the overall quality and satisfaction of a customer’s managed support relationship.
This role is focussed on owning, managing and leading the overall United Arab Emirates (UAE) Premier business and managing and leading the team that delivers in to that business. There are a number of aspects to the role including:
People Management and Leadership
Driving high quality, consistent professional delivery management
Building and maintaining deep alignment with all appropriate internal and external stakeholders (incl. within and outside of Services)
Playing a key leadership role in ensuring the successful ongoing growth of the UAE Premier business
5-8 years of related experience.
The ideal candidate will have a minimum of 5+ years working experience in support, consulting, client/project management, high-end professional services environment or relevant management experience. A BA/BS degree or equivalent work experience is required.
Competency in Confidence, Cross-Boundary Collaboration, Developing People, Enabling Change, Impact and Influence.
Training and certification in 5+ years business management and process experience, 5+ years enterprise IT support experience, 5+ years front line management experience, Proven record of delivery business value, ITIL & PMP certification a plus but not required.
SUPPORT PRACTICE MANAGER
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