Job description
Premier Field Engineering is a global team that delivers world class support earning customer confidence, trust and loyalty by improving customer health through the optimization and successful implementation of Microsoft technologies. Premier Field Engineering Managers drive the successful oversight of the support delivery business and its resources within the Services Practice.
The PFE Manager is responsible for four areas of the support business including:
* Operational Excellence
- Contribute to practice/district customer satisfaction through continued evaluation and modification of key performance delivery indicators (KPIs)
- KPIs include; contract consumption, accurate labor recording, team utilization, case analysis, critical situation analysis, product lifecycle consequences, days to onsite, delivery analysis, HC capacity planning, and shared resource impact (CSS)
* Delivery Excellence
- Educate and inform Premier regarding the PFE catalog of services and review support delivery planning to ensure high quality support services to improve customers’ IT operational health
- Establish and cultivate business relationships with key Premier stakeholders within Microsoft. Collaborate with internal business partners to ensure continued service delivery planning opportunity identification
* Business Management
- Support continued growth of the PFE catalog of services by driving innovation in people, process and technology
- Respond to all Premier customers’ support delivery issues, proactive and reactive
* People Management
- Team Readiness & Development - Attract, develop and retain talented team
- Mentor and coach employees through monthly 1:1’s, conduct performance management assessments and reviews annually and at midyear
- Support and enable professional development planning and execution through Role Guide assessments and role based training plans
- Ensure team members are executing effectively, collaborating appropriately and have a positive impact on organization
Their value is in developing and maintaining high performing teams that deliver quality services in a profitable way.
Key initiatives for this role include:
- Customer Health Index initiative
- Workforce Planning
- Growth and Innovation surrounding the PFE catalog of services
- Continued focus on Customer Satisfaction
- Team Readiness & development according to role readiness roadmap with emphasis on customer health
Successful execution in this role will require focus in the job function areas outlined above.
Within Microsoft, this position has direct impact at the regional level via front line management of Premier Field Engineers affecting both employee and customer satisfaction. PFE Managers will have 15-20 direct reports on average. Those direct reports are Premier Field Engineers. Supervision responsibilities do include performance review management, mentoring, career development skill/task assessments.
This role is responsible for support program rollout and may be asked to participate in strategy or design work related to the service support organization.
- Performance Review Process
- Role Guide - task & skill assessment, target learning roadmaps.
- Premier Service Support Delivery Management Process
- Escalation Response Management
- Customer Satisfaction Survey Process
- Enterprise Service Support Delivery Core Data Reporting
Other internal organizations this role will interact with include:
- Enterprise Product Group (EPG) Field Sales roles including Management, Premier Support roles including Management, and Microsoft Consulting Services (MCS) including Management with the purpose of cross team collaboration on behalf of shared customers.
- Customer Support Services (CSS) organization responsible for the delivery of support services and Microsoft Consulting Services (MCS) including Management for the purpose of ensuring quality support delivery and incident escalations.
Qualifications:
- 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
- 5+ years business management and process experience
- 5+ years enterprise IT support experience
- 3+ years front line management experience
- Proven record of delivery business value
- ITIL & PMP certification a plus but not required
- Effective communication and presentation skills
- Very good English skills (verbal and written)
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