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Delivery Resource Manager

Canada, Greater Toronto 112000.00 - 177600.00 CAD / Year · Job Posted January 29, 2026
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Job Description

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. We are hiring a Delivery Resource Manager in ATZ. Our RM team is partnering across all areas in ATZ as well as Global pools, but the concentration for this role is partnering with the ATZ business. This position will require being able to pass clearance requirements in Canada.

Job Responsibility

  • Making prioritized staffing decisions, navigating through technical, political, and organizational complexity, and resolving conflicts to drive customer satisfaction
  • Achieving utilization and bench targets, fulfilling demand for Cloud Solutions Architect within defined service levels, maintaining data integrity throughout the resourcing process
  • Converting the daily operations into strategic insights while providing sound business recommendations
  • Being the strategic resourcing partner with the field managers in resolving escalations, and assessing individual engineer skills, and provide recommendations/guidance for developing engineer readiness plans with CSU management team, in order to increase the skills to meet the demands of the business
  • Formulating and implementing our resource strategies across the aligned areas, with aspirational alignment as the ATZ virtual lead in assigned focus
  • Demonstrating and maintaining strong partnership across all levels, strong business acumen, and the ability to formulate and execute a detailed plan to meet business goals and customer needs
  • Being flexible, take on challenges outside of current knowledge, and skill sets to meet CE&S/CSU evolution

Requirements

  • Bachelor's Degree in related field AND 6+ years experience in consulting, client/project management, services delivery, or business development OR equivalent experience
  • Ability to obtain Reliability Clearance in Canada
  • Bachelor's Degree in related field AND 8+ years experience in consulting, client/project management, services delivery, or business development OR equivalent experience
  • 2+ years delivery management experience
  • 2+ years resource management experience
  • Extensive years of business experience in a global team setting within Professional Services/Customer Support organizations
  • Relevant industry & technical knowledge, self-motivated & result-oriented
  • Comfortable with hands-on operations (including but not limited to daily staffing transactions, escalations, reporting, and data analysis) in a fast-paced matrixed organization
  • Solid experience applying analytical methods to business problems, presenting the story behind the data in a structured way, and driving improved decision-making and outcomes
  • Passion for automation and innovation
  • Ability to manage ambiguity in an evolving and dynamic environment and the ability to challenge stakeholder requirements and drive good trade off decisions
  • Strong attention to detail and the ability to balance and prioritize multiple tasks to reach results within deadline

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