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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.
Job Responsibility:
Acts as the primary escalation point for complex customer and delivery issues
Ensures compliance through project health governance
Influences deal construct during presales
Partners with regional and account stakeholders to drive sustainable growth
Optimize resource utilization
Build delivery capability through strong people leadership and development of Project Managers
Ensures predictable delivery, disciplined execution, customer success, and strong people leadership across multiple concurrent AI and digital transformation engagements
Acts as the primary delivery governance owner, escalation point, and talent leader for CPMs operating across ISD engagements
Supports strategic relationships with key stakeholders in the customer portfolio
Supports new customer opportunities
Communicates current view of delivery to customer executives
Recognizes opportunities, creates a shared vision and direction, and moves people and processes in a new direction
Innovates and implements long-term, strategic plans
Coaches team and Consulting Project Managers (CPMs) to identify new opportunities with customers
Proactively reshapes portfolio to maximize consumption or active usage and drive transformation deliveries
Reviews new deals to quantify the expected outcomes are deliverable
Ensures the use, reuse, and creation of intellectual property (IP) in delivery
Owns the financial health of the portfolio
Identifies opportunities to accelerate and drive consumption and delivery
Owns and drives backlog risk management
Engages in the pursuit cycle to ensure deals are structured appropriately
Supports and contributes to rhythm of business (ROB) and Chief Financial Officer (CFO) forecasting
Validates the customer sign off on Proof of Delivery/Delivery Acceptance Form
Seeks themes in lessons learned and delivery constraints/issues
Reviews and approves partner contract and subsequent change requests
Acts as an escalation point should the delivery not be of the required quality
Reviews and approves partner onboarding
Ensures the right mix of internal/external resources are assigned in engagements
Optimizes use of resources according to deal shaping and financial efficiency
Drives delivery excellence, maturity, and quality
Oversees the successful delivery of projects
Oversees the delivery team (Consulting Project Managers [CPMs]) as a primary escalation point for any delivery issues
Monitors the health and risk profile of individual projects through Project Health Reviews
Ensures that customers are surveyed for delivery satisfaction
Proactively anticipates when projects may go poorly and steps in to pivot priorities for mitigation
Influences others to secure resources for deliveries and holds teams accountable for maintaining obligations to customer contracts
Remove blockers and ensure delivery success
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 delivery issues
Overall, is accountable for the quality of the delivery of the engagement
Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams
Models and encourages others to develop and/or expand awareness of internal mechanisms in order to best address customer needs
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
Steps in to take remedial actions with Consulting Project Managers on specific engagements
Define team objectives and outcomes
Help the team adapt and learn
Attract and retain great people
Know each individual’s capabilities and aspirations and invest in their growth
Proactively reviews portfolio health
Ensures challenged engagements receive support and are monitored to execute against Go-to-Green Plans
Establishes operational processes and standards to mitigate delivery issues for the organization to adopt
Ensures methodology, processes, and quality standards are consistently implemented and tools are leveraged appropriately
Acts as centralized management for the project portfolio(s) to achieve strategic objectives
Oversees a broad portfolio of deliveries managed and supported by Project Managers
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
Sets expectations through in presales reviews on conditions of approval and throughout the engagement to tactically direct the Project Manager
Resolves escalations from CPMs across internal/external teams, customers, and partners
Manages executive engagement
Establishes escalation standards, governance, and process improvements
Builds and manages stakeholder relationships across Microsoft Stakeholders, Customers and partners
Manages customer/subcontractor obligations
Requirements:
Bachelor's Degree in related field AND 20+ years’ experience in technology solutions delivery, consulting/professional services delivery, project management, practice management, or related field OR equivalent experience
OR Master’s degree in related field AND 14+ years’ experience in technology solutions delivery, consulting/professional services delivery, project management, practice management, or related field OR equivalent experience
Experience with a Global Systems Integrator, IT Vendor, or Microsoft Partner delivering enterprise‑scale Microsoft AI Business Solutions applications based on D365, M365 and Copilots
Strong hands‑on background in delivery management of Business Applications / Modern Workplace and Agentic AI delivery across medium to large enterprises
12+ years’ experience in project management for enterprise level business solutions implementations OR equivalent experience
Strong background in enterprise delivery governance, multi‑project oversight, and stakeholder management