Service Delivery Manager – HPC and Supercomputing

City, London
Microsoft
Responsibilities

Key Responsibilities include:

1. Coordinate with delivery organizations to maintain high performance levels for service-related processes, and recommend and implement improvement activities to support delivery excellence.
2. Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders.
3. Assume ownership of and resolve escalations, providing clear summaries and recommendations.
4. Participate in regular service review meetings, representing Azure Customer Experience Teams at customer meetings, and providing accurate reports on service delivery performance.
5. Define the operating model with OKRs, KPIs, and RACIs to ensure optimal customer experience across Microsoft teams.
6. Build strong relationships with Microsoft teams and stakeholders to facilitate effective dialogue and maximize client satisfaction.
7. Act as the customer champion: exceed expectations through proactive service design and delivery.
8. Promote a culture of customer obsession, delivery excellence, value creation, quality, collaboration, and teamwork in the spirit of One Microsoft.
9. Gather feedback, identify improvement areas, especially in processes, and drive continuous improvement initiatives.
10. Develop new processes, TSGs, and guidance to enhance service delivery.
11. Understand architecture, contracts, operational requirements, and translate technical details into business language to bridge organizational gaps.
12. Lead service review meetings with partners to drive operational excellence.

Qualifications

Required Qualifications include:

• Results-driven and adaptable; thrives in fast-paced, ambiguous environments.
• Proven ability to motivate and influence teams.
• Strong skills in service delivery, time, project, and priority management.
• Excellent documentation skills and experience in developing processes and TSGs.
• Ability to handle project and customer challenges effectively.
• Experience managing critical and complex customer situations or incidents.
• Knowledge of Microsoft technologies and cloud services.
• Strong interpersonal, presentation, and communication skills.
• Certifications such as Project Management, Prosci Change Management, or ITIL are advantageous.
• Cloud knowledge is essential; Microsoft Azure knowledge is beneficial.
• Experience with Agile methodologies, Azure DevOps, high-performance computing, or supercomputing is a plus.
• At least 5+ years of experience with Azure or similar cloud systems, operations, or managed services.
• Minimum 5+ years in client/customer-facing roles.
• Degree required; advanced degrees like MBA preferred.

Preferred Qualifications include:

• Public cloud experience.
• Right to work in the UK.
• Security clearances such as BPSS or SC.
• 10+ years in client/customer roles and experience developing processes.

Additional notes:

• This role requires passing the Microsoft Cloud Background Check every two years.
• Microsoft is an equal opportunity employer and provides accommodations for applicants with disabilities.