This Senior BPM is part of a team responsible for the overall operational health of the Enterprise Services Delivery organization. The role will serve as a Americas Vendor Operations Lead partnering with the Americas Domains and Capacity Management functions and Microsoft's vendor ecosystem to drive results that support key business objectives of : excellent outsourcing, customer satisfaction, cost effectiveness, operational excellence, metrics management, governance relationship facilitation and consistent delivery to end users. This function always innovates with various business process models to support business agility as per business growth and demand. The role will report into the ESD Operations Global Lead.
Vendor Relationship Management and Governance:
Facilitating strategic relationships with Global (Americas) and strategic vendors at an executive level, ensuring completeness and accuracy of Master Contracts, Amendments and Vendor Service Agreements while working with appropriate vendor contacts, Procurement and LCA teams.
Coordinate Strategic Business reviews with Domain SAO and Delivery Leads and vendor's leadership team. Providing seamless communications between vendors, project teams, and supporting functions such as Resource Management, Domain SAO & Delivery Leaders, Finance, SBO, Operations will be imperative.
Execute Vendor Governance framework including review performance, quality of resources, N+1 Technology Skill Readiness, Issue and Conflict Management, adherence to Compliance
Drive strategic programs and targets aimed at efficiencies as it relates to sub-con costs, sub-con operations and drive efficiencies of scale and cost.
Program Management
Manage and Align with business goals and see the big picture. This key role will implement and take the right decisions at the right time with the right vendor. Evaluate commercial performance
Innovative Business Management and Models
Define/Develop Key Business models with vendors in lines with ESD Domain Delivery models like Orange/ Green Badges Pool, building Bench with vendors etc.
Focus on strategic relationship with Vendor Companies, improving productivity, cross skilling, enabling staffing to internal customers/stakeholders
Drive innovative analysis to highlight improvement areas
Exchange information and best practices with other world-wide areas and business teams on issues such as local business trends, on-going projects and concerns
Continuously provide guidance to help improve efficiency through analysis and reporting processes, whilst continuing to manage and meet business partners' expectations
Execution Excellence
Look at Innovation and Contribute to systems and tools design/improvements for both Business process models and alignment with key business partners and vendors, by working closely with the Tools / Process teams.
People Management
Build a diverse team with capabilities needed to achieve current and future business objectives. Create an inclusive work environment where every employee can effectively engage, and wants to be part of the team.
Effectively communicate business strategy and goals and how they align to the team's work. Plan the team's work to achieve goals and respond effectively to changing priorities, maintaining team energy and results. Facilitate an environment of inclusion that leverages diverse perspectives and talent, to better represent and understand our Americas customers
Experience and Qualification include:
Ideal candidates should have 18+ years of Delivery and Operations experience and should be self-motivated, confident in working with Senior Leaders and comfortable working in a matrix organization. Also, the candidate should have 6 to 8 years of experience managing people across multi countries. The candidate needs to be able to achieve results through influence across multiple organizations.
Bachelor's in business, information technology, or related field, and/or equivalent experience
Proven stakeholder management skills, especially in a cross organizational matrixed teams
A strong business aptitude coupled with an affinity or appreciation for technology and the advancement of technology in thriving organizations
Ability to effectively prioritize and coordinate multiple work streams of activities
Knowledge and understanding of the financial and operational functions of a delivery organization (i.e., budget, time logging, optimizing cost, escalation processes, invoicing, capacity management)
Experience evaluating work breakdown structures, cost estimations and resource loading
Ability to develop strong, productive relationships with colleagues and management to meet targeted objectives
An analytical mind set with the ability define metrics, reports, interpret results, and make recommendations on appropriate courses of action
Excellent communication, collaboration, organizational, time management, presentation, and writing skills
Proactive, self-motivated, and team-oriented with strong capabilities to lead and thrive in start-up type organizations
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