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Business Program Manager

Microsoft

Business Program Manager

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competitive salary

Germany

General Management, Operations

English

home office, flexible

your profile

Knowledge, Skills and Abilities


  • Strong problem solving skills with the ability to influence and motivate others

  • Excellent written and verbal communication skills in German & English, including ability to interface with executive stakeholders

  • Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others' unique characteristics or strengths.

  • Customer-centric and curious; consciously seeks to understand desired customer outcomes and advocates on their behalf

  • Action-oriented, strong understanding of and ability to articulate customer’s sense of urgency

  • Acts confidently in uncertain circumstances and seeks to bring develop clarity

  • Takes well thought-out action to achieve a specific impact

  • Applies sound, balanced judgement during high impact and urgent situations

  • Bachelor's degree in Computer Science, Information Technology, or related field

  • Demonstrable experience in a technical support, service delivery, or consulting role


Additional or Preferred Qualifications


  • Intermediate (200+ level) knowledge of Microsoft products and services with focus on Microsoft Cloud

  • ITIL and/or Microsoft Foundations certification

  • Experience working with Public Sector entities

  • Track record in successfully coordinating activities that involve cross-team of internal/external contacts

  • Security Clearance Requirements: Must be a citizen of Germany, own a German passport, and may not have a citizenship of any of the countries listed in "Staatenliste of BMI". Level 2 security clearance is also required.

  • Location: 0-25% travel is expected in this role, the hire must be based in Germany.

about the company

Microsoft is the largest vendor of computer software in the world. It is also a leading provider of cloud computing services, video games, computer and gaming hardware, search and other online services. Microsoft's corporate headquarters is located in Redmond, Wash., and it has offices in more than 60 countries.

diversity statement

"Our mission is deeply inclusive: empower every person and every organization on the planet to achieve more. We expect each of us—no matter what our level, role or function is—to play an active role in creating environments where people of a diverse range of backgrounds are excited to bring all of who they are and do their best work."

is looking for you!
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your area of responsibility

Communication & Leadership


  • As a key influencer and advocate for the customer, you will build strong relationships with internal and customer-facing stakeholders. In partnership with the Customer Success Account Manager (CSAM), you will be the trusted central commander within the Reactive Support Management space.

  • You will showcase confident leadership and communicate in a timely and professional manner while driving reactive support request health. This will include direct interactions with customers to gather the business impact of support requests, to provide status updates on case progress, and to coordinate actions to improve health in at-risk or unhealthy support requests.

  • In this role, there is a unique opportunity to identify and champion process, tools, and service delivery program improvements. Through your work, you will help to influence continuous improvement and a more connected customer experience.


Incident Management


  • Support Request Reviews - Using internal tools and analytical skills, you will identify cases that require action. You will determine the best course of action to maintain healthy support request progression and resolution through consideration of customer-specific knowledge. You will develop the ability to anticipate risk related to customer-specific workloads and solutions and take mitigation action where required.

  • Escalation Management – Using internal tools and analytical skills, you will identify cases that require action. You will engage to coordinate appropriate actions both internally and externally to drive cases to resolution.

  • Critical Situation Management – During business hours, this role will support the active management of select critical situation support requests

  • Expectation setting – You will help to mitigate relationship risk through proactive expectation setting.


Problem Management


  • Support Requests Trends – Using internal tools, automation and analytical skills, you will identify and confirm the root cause of support requests and categorize them following a defined standard. These insights will help you and the account team to understand opportunities to maximize the value of the customer’s Premier or Unified Support agreement through the use of proactive services to drive Operational Health improvements. Specifically, this role will be responsible for identifying trends and partnering with Customer Success Account Managers (CSAMs) to build recommendations for customers.

  • Reporting and Business Intelligence – You will leverage purpose-built tooling and standard reporting to support your understanding of support request

the benefits

  • Industry leading healthcare

  • Giving programs

  • Maternity and paternity leave

  • Discounts on products and services

  • Savings and investments

  • Educational resources

  • Opportunities to network and connect

  • Generous time away

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