Service Delivery Manager

Microsoft•Reno, NV

1d•$97,600 - $206,400

About The Position

The Service Delivery Manager (SDM) is accountable for vendor performance across VL operations, including quality, speed, cost efficiency, compliance, and customer satisfaction. The SDM serves as the central link between Microsoft, vendor partners, and cross-functional stakeholders, shifting vendor management from reactive oversight to a proactive, results-focused partnership. This is an individual-contributor role that leads through influence rather than direct authority. At Level 62, the SDM independently runs governance across vendors, sites, and time zones, with responsibility for financial and risk stewardship, continuous improvement, and responsible use of AI and automation. Microsoft describes its mission as empowering every person and every organization on the planet to achieve more. Its culture emphasizes a growth mindset and encouraging teams and leaders to bring their best each day.

Requirements

Master’s degree in Business Management or a related field and 2+ years of process management, process execution, process optimization, or related experience; or a degree in Business or a related field and 4+ years of such experience; or equivalent experience.
Proven experience managing outsourced or vendor-delivered operations, including performance governance, escalation management, and delivery of corrective actions.
Knowledge of operations and finance, and a working understanding of engineering, data, and analytics.

Nice To Haves

12+ years of experience in service delivery, vendor operations, outsourcing, business program management, or operations leadership, or equivalent experience.
Experience in commercial operations or deal processing for Volume Licensing.
Experience delivering across multiple sites and time zones, including business continuity planning and site recovery.
Lean, Six Sigma, ITIL, or PMP certification.
Understanding of AI or automation adoption with measurable results.
Data skills, for example in Power BI or Excel.

Responsibilities

Own vendor delivery across VL operations against SLAs, KPIs, and contract commitments; provide daily oversight and serve as the primary Microsoft escalation point for complex risks and incidents.
Run weekly, monthly, and executive business reviews using scorecards, trend analysis, and action logs; hold vendors accountable through root cause analysis and corrective and preventive action plans tracked to closure.
Turn data on quality, productivity, CSAT, throughput, rework, cycle time, and backlog into actionable insights, and validate vendor-reported data against source systems.
Manage purchase orders, invoices, overtime, accruals, and forecasts; evaluate requests for additional capacity or investment based on return on investment.
Align vendor capacity, skills, and schedules with forecast demand, particularly during peak periods and quarter-end, while maintaining resilience and cost control.
Identify and reduce operational, commercial, security, compliance, and customer-impact risks; maintain business continuity and recovery plans and audit-ready records.
Partner with Procurement, Legal, Finance, and Risk on vendor selection, onboarding, statements of work, contract changes, renewals, and remedies; ensure contract obligations are applied in daily operations.
Reduce waste, rework, defects, and cycle time; work with Vendor Solutions and engineering to pilot and scale responsible AI and automation with clear benefits and measurable adoption.
Lead vendor onboarding, transitions, process migrations, and release readiness while minimizing disruption.
Coordinate across vendors and sales, finance, procurement, legal, risk, engineering, and service design; clearly explain trade-offs, options, and recommendations to senior leaders.
Embody Microsoft’s culture and values.