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Microsoft Corporation Technical Delivery Manager, Modern Work in Cambridge, Massachusetts

The Technical Delivery Manager (TDM) is a people manager within our Industry Solutions Delivery organization leading the Modern Work: Modern Service Management (MSM) team. It delivers success through empowerment and accountability by modeling, coaching, and caring. The TDM is accountable for leading a team of MSM individual contributors who serve our Customers and drives successful consulting delivery execution through team preparedness, precision delivery, overall utilization and high customer/partner satisfaction in a cost-efficient manner. The TDM executes the annual people rhythm of the business for their team including 1-1’s, Connects, Career Development, Awards/Rewards with a focus on developing and retaining talent. The TDM hires appropriate technical individuals to meet the demands of Americas Time Zone (Modern Service Management) head count objectives and partners closely with the Global Resource/Capacity Management teams in workforce capacity planning and placement. The TDM plans, prioritizes, translates, communicates, and implements the broader business strategy at the team level, defined by its organization leader, while fostering a culture of inclusivity and growth mindset.

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.

Technical Delivery

  • Participates in workforce and capacity planning, capability building, and strategizes to address capacity gaps in terms of resource mix (e.g., full-time employees, contractors) and geography.

  • May collaborate with the account team to understand customer/partner requirements and constraints. Guides their team on understanding customer/partner requirements by providing resources as needed.

  • Supports project managers and direct reports on projects as needed by bridging gaps in resources. Plans their team's work and responds to changing priorities. May participate in sales to delivery handoff and project kickoff as needed. Supports/sponsors strategic projects (external and internal) by bridging gaps in resources and removing roadblocks.

  • Guides their team in operational excellence and holds them accountable for deliverables. Identifies opportunities for collaboration with other teams. Ensures adherence to Microsoft Services processes through compliance (e.g., Services Business Desk tools, Global Resource Management Calendar accuracy, Expense Policies, Data Protection policies/standards). Serves as an executive sponsor for strategic projects.

  • Supports Delivery Management Managers (DMMs) and guides their team on managing escalations. Proactively reports/anticipates issues, analyzes situations and facilitates the process of resolving complex issues in collaboration with account-aligned team as needed.

  • Proactively engages with internal team to address customer/partner feedback to identify and contribute to the drivers of satisfaction and dissatisfaction. Engages others to determine the root cause, and establish recovery actions to improve experience. Identifies trends and insights to determine best practices to develop, fosters a customer-focused culture, delivers positive customer/partner experiences and shares those experiences with the team.

Business Development

  • Coaches teams on how to engage with pre-sales and delivery activities, including Next Step Proposal (NSP).

  • Provides input to the Global Capacity Management team on the resourcing based on skills, availability, and/or development plans for their team.

  • Sponsors initiatives to develop business, drive awareness, and support internal teams on new offerings in a domain. Encourages appropriate risk-taking in supporting the landing of new offerings.

Readiness

  • Ensures their team achieve the relevant certification(s) and accreditation in alignment with Domain leadership team. Completes all required personal and team training and/or certifications for their domain(s) and provides support for their team in obtaining and completing necessary training. Contributes to creating the readiness plan in collaboration with SAOs and readiness leads.

Operational Excellence

  • Contributes to domain priorities and/or leads special project initiatives (e.g., Microsoft Poll, onboarding). Supports business management by collaborating with business/regional managers or sponsors. Creates business value and shares initiatives across time zones and/or domains when applicable.

Change Management

  • Communicates the business strategy of supported domain(s) to their team and how the strategy is aligned with the team's work. Participates in discussions on organizational change information/initiatives for the domain(s) supported.

Other

  • Embody our culture and values

  • Creates and leverages stakeholder map across delivery domains and service lines.

Qualifications

Required/Minimum Qualifications

  • Bachelor's Degree in Computer Science, Engineering, Finance, Business, or related field AND 10 + years leadership experience in relevant area of business

  • OR equivalent experience.

  • 5+ years people management experience.

Additional or Preferred Qualifications

  • 10+ years delivery or leadership experience in consulting or global systems integrator

  • Azure Security certifications and/or experience working in a Security Operations Center (SOC)

  • Scrum Master Certification

  • ITIL v4 Certification

The salary for this role in the state of Colorado is between $131,900 and $197,500.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

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