Project Manager, Management

Job description

**Overview** Microsoft Industry Solutions Delivery (ISD) is a global organization hosting over 6,000 strategic sellers, industry and security experts, elite engineers, world-class data scientists and architects, consultants, and delivery specialists. Together with our partners, we help Microsoft’s most strategic customers worldwide to address their specific challenges and provide comprehensive and industry-specific solutions that meet their unique needs. ISD is at the forefront of innovation, driving value across the entirety of the customers’ digital and AI transformation journey through repeatable and customized cutting-edge solutions through strategic engagements with customers across the globe powered by Microsoft Cloud and AI. **Responsibilities** People Management Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model - Live our culture; Embody our values; Practice our leadership principles. Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others. Account Delivery Management Supports strategic relationships with key stakeholders in the customer portfolio, often as part of a steering committee, to ensure service delivery is on track and major issues are being anticipated, identified, and managed. Supports new customer opportunities in partnership with Sales with highly significant or global impacts for Microsoft. Communicates current view of delivery to customer executives on regular cadence, as appropriate. Intellectual Property (IP) Ensures the use, reuse, and creation of intellectual property (IP) in delivery, as applicable. Relationship Development Manages stakeholder relationships both internally (e.g., with Customer Success, Engineering product teams, Operations, Finance, local Consulting management) and externally (e.g., with partners and partner leads). Synthesizes and combines broad insights from personal or teams' experience regarding former delivery experiences with Customers. Closely collaborates with Global Pursuit Organization (e.g., on domain approvals, lead to order, sales handover). Proactively leverages relationships to resolve complex staffing issues and to create clarity. Partners with Software Quality Assurance and Delivery Excellence to monitor delivery portfolio health. Engages in regular cadence with Global Capacity Management Resource Managers to assist in staff matching for Project Managers on new engagements. Resolves issues identified and escalated by Consulting Project Managers from internal and external teams and customers (e.g., across Microsoft organization and with partners) regarding internal or critical customer issues (e.g., personnel change requests, threat of customer dissatisfaction, inability to deliver customer's outcome, delivery quality issues and dispute management), and manages internal executive engagement for escalations, as needed. Establishes escalation standards and process improvements for practice and implements escalation management governance processes. Understands customer and subcontractor obligations, and engages in obligation management. Drives Consulting Project Mangers to maintain the right contacts in service systems and target surveys. Champions the creation of feedback plans based on survey and constructive feedback. May serve on customer executive steering committees to an engagement. Oversees through Project Health Reviews that internal and external compliance requirements have been met. Acts as an escalation point where a compliance or security breach has been identified and to understand impact and ensure notification through correct channels. Contracting Reviews and approves original contract and subsequent change requests. Acts as an escalation point should the contract not be of the required quality, or has created ambiguity in the delivery of professional services to the customer. Reviews and approves subcontractor onboarding (e.g., purchase orders, invoice approvals). Presales Adds input into deal construct and deliverability early in the pre-sales cycle. May work within the pre-sales team for exceptionally large consulting deals. Planning Sets expectations through the Solution Review Meeting conditions of approval and throughout the engagement to tactically direct the Project Manager. Monitoring and Controlling Steps in to take remedial actions with Consulting Project Managers on specific engagements if key performance indicators (KPIs) or certain metrics are not at the quality levels required, to understand and remediate any issues. Reviews risks and issues directly with Consulting Project Managers in Project Health Reviews. Acts as the primary escalation point back to establish consensus and a unified message to the customer Acts as primary escalation point for any technical issues. Overall, is accountable for the quality of the technical delivery of the engagement. Reviews and approves customer change control processes. Ensures Consulting Project Managers' adherence to internal financial rhythms of business (ROBs). Acts as primary escalation point for budgetary issues. Serves as the primary approver for the release of any Risk Reserve required on engagements May be positioned as an Executive Steerco Member on customer engagements. Facilitates across organizational boundaries to gain consensus and direction on the delivery. Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams (e.g., Sales, Architects). Models and encourages others to develop and/or expand awareness of internal mechanisms in order to best address customer needs. Establishes accountabilities, when appropriate, to drive customer outcomes and ensure internal stakeholders are in place. Closure Validates the customer sign off on P