Success Programs Delivery Lead

Microsoft

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Success Programs strengthen security & resiliency, drive cloud success, and spark AI innovation ensuring that all Microsoft Unified customers quickly realize value from their investment in the Microsoft cloud. The Success Programs Delivery Lead with POD Lead responsibilities is accountable for driving delivery excellence, technical quality, and operational discipline within a designated group of vendor CSAs (the POD). This position demands a strong technical foundation, advanced project management expertise, and proven leadership skills to ensure that every engagement delivered through the Success Program meets Microsoft’s highest standards for quality, consistency, and customer satisfaction. As both a technical expert and operational leader, the POD Lead oversees end-to-end delivery performance, enforces compliance with standards, and acts as a regional focal point for escalations and strategic alignment. Through hands-on engagement delivery, quality oversight, and mentoring, the POD Lead elevates both customer outcomes and team capability. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
OR equivalent experience.
Microsoft is unable to sponsor a work visa for this role due to the nature of the role’s job duties.

Nice To Haves

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
OR equivalent experience.
4+ years experience working in a customer-facing role (e.g., internal and/or external).
4+ years experience working on technical projects.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
Proven technical expertise across Microsoft Cloud services (Azure, M365, or Security solutions).
Ability to understand and apply AI concepts within customer and operational contexts.
Strong project management background, including governance, reporting, and delivery lifecycle management.
Demonstrated experience in leading distributed teams and coordinating cross-functional delivery with partners and vendors.
Solid understanding of ITIL, DevOps, and operational frameworks (change management, incident response, SLAs, KPIs).
Ability to communicate effectively with executive, technical, and operational stakeholders.
Excellent written communication and documentation skills; able to produce high-quality customer deliverables
Experience leading or managing large-scale delivery teams under managed services or customer success models.
Knowledge of SRE principles, Governance & Compliance frameworks, or Operational Resiliency practices.
Proven ability to mentor and coach others in technical or delivery excellence roles.
Experience with multi-partner or vendor management models.
Working knowledge of Power BI, Azure DevOps, or automation tools for operational reporting and analytics.

Responsibilities

Partner with Secured CSU leaders, delivery partners, and global/national CSA teams enabling Success Program Deliveries across our Secured customer base in your assigned markets.
Serve as a technical authority within the POD, providing architectural guidance, best practice validation, and delivery assurance across multiple Microsoft solution areas (Azure, Security, AI, or Modern Work).
Conduct random delivery audits, reviewing customer deliverables for accuracy, alignment to frameworks, and technical depth.
Lead key customer engagements to set delivery standards, ensuring technical excellence and knowledge transfer.
Partner with SMEs and IP Leads to pilot new content and improve delivery methodologies based on field insights.
Maintain the Rhythm of Business (ROB) cadence by facilitating bi-weekly POD syncs, monthly dashboards, and quarterly business reviews to ensure visibility, accountability, and performance tracking.
Monitor vendor CSA utilization, engagement compliance, and CSAT performance, applying short-term corrective actions and operational optimizations based on data insights. Drive delivery lifecycle governance, ensuring timely kickoffs, milestone tracking, deliverables submission, and closeouts fully aligned with Success Program SLAs and documentation standards.
Oversee workload planning and capacity management in collaboration with Resource Coordinators (RCs) and Service Delivery Managers (SDMs) to balance priorities and ensure effective allocation.
Track and report key performance indicators (KPIs)—including utilization, CSAT, audit coverage, compliance, and billable contribution—to assess delivery health and inform decision-making
Act as a territorial leader, representing the POD in regional forums, QBRs, and stakeholder reviews.
Mentor and enable vendor CSAs, local OU CSAs, and national/global teams fostering a culture of accountability, growth, and continuous improvement.
Partner with CSAMs, TZ Leads, and SDMs to ensure engagement readiness, operational compliance, and business alignment.
Promote knowledge sharing and collaboration across PODs and solution areas, driving operational maturity.
Proactively identify systemic issues or delivery risks and collaborate with leadership to implement corrective actions.
Provide structured feedback loops to IP Leads and central teams to improve delivery IP and automation opportunities.
Participate in pilot programs and testing of new Success Program engagements or frameworks.
Champion innovation by bringing field learnings, best practices, and process improvement ideas back into the global community.
Embody our culture and values.