Director Business Program Management Microsoft Redmond

Job Description: • 2-minute read •
The Microsoft Enterprise Services Global Capacity Management (GCM) Domain Leader is a key contributor to the success of the Microsoft Services mission. This role is responsible for ensuring that the services business is effectively and proactively prepared with the appropriately skilled resources to sell and deliver solutions to help customers realize their full potential leveraging Microsoft technology, while also meeting the key goals and performance metrics of the Services business.

The Microsoft Enterprise Services Global Capacity Management Domain Leader is responsible for managing a team of resource managers responsible for the day to day staffing of services delivery resources across consulting and support engagements. This entails providing coaching and guidance to a global team of Resource Managers in their daily activities, assisting in resolving staffing conflicts and escalations, providing input to workforce planning based upon current business performance, providing operational support in terms of communicating the performance of the domain, and leading or participating in resource management process improvements as it relates to people, process and tools. The Global Capacity Management Domain Leader is responsible for setting commitments, performance development and the management of Resource Managers via the Microsoft performance management processes.


Lead and coach the Resource Managers in effectively leveraging services and partner resources within and across domains, time zones, and when necessary the areas to fulfill customer demand within agreed upon SLAs

Collaborate with Global Domain leaders and executives on headcount and capacity strategies, which includes driving the capacity Rhythm of the Business with the respective domain leaders and areas

Help drive staffing solutions to complex staffing scenarios and escalations

Work collaboratively with peer GCM leaders and actively participate as a member of the GCM leadership team

Drive tool and process improvements and efficiencies in staffing both Services and Partner resources

Integrate resource management into workforce planning, capacity planning, and readiness planning, providing necessary insight and solutions to resolve capacity gaps and overages

Implement strategies to provide resource management for sustained YoY growth while driving cost efficiencies

Influence field compliance and collaboration in support of effective and efficient resource staffing

Qualifications and Job Criteria:

Experience managing a team of 10-12 people

Experience in executing or leading staffing functions within a services organization

Experience collaborating with multiple teams in remote locations on a global scale in order to drive initiatives on time, within budget

Ability to effectively balance and prioritize workloads across team members in a constantly changing environment

Experience leading and deploying tools and process improvements

Strong executive oral and written communication skills

Strong problem solving, collaboration and decision making skills

Strong analytical skills, including ability to identify root causes of domain performance issues related to resource cost, utilization and bench along with creation and execution of resulting corrective actions

Ability to influence without authority, especially as it relates to internal partner organization such as Finance, HR, LCA, Operations, etc.

Strong project management and planning skills


Experience leading international services organization across multi-site, multi-country locations is a plus

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