Communications & Service Delivery Manager

Overview

Communications & Service Delivery Excellence and Execution Manager

• Lead and manage outsource delivery partner to deliver results on or above Key Performance Indicators [KPIs] as per Statement of Work [SOW].
• Work with CE&S Service Delivery team and Partner Technical Lead [PTL] teams to ensure customer experience and Forum Health is in line with Key Performance Indicators [KPIs] as per Statement of Work [SOW].
• Develop, plan and execute customer experience improvement initiatives in partnership with outsource delivery partner/s and Microsoft community team. Define, track and report on the impact initiatives.
• Work with outsource delivery partner to understand and unblock barriers to success, understand and address their concerns as appropriate.
• Escalate customer impacting issues as appropriate and hold outsource delivery partner accountable to resolve within reasonable and agreed timeframe. Track all actions and process in Dev-Ops.
• Partner with Community Operations to facilitate and help resolve technical ecosystem discussions as appropriate.
• Lead and manage outsource delivery partner readiness, in partnership with Product Support Planners, to support new Microsoft product and or service launch/updates.
• Collaborate with Partner Technical Lead teams to ensure robust Technical Triage process is in place and content provided to address knowledge gaps as appropriate.
• Solicit feedback from Volunteers to understand opportunities to improve the Independent Advisor experience, champion and drive change, as appropriate, with the outsource delivery partner. Proactively share updates to Volunteers, as appropriate.
• Conduct weekly and monthly business meetings to review outsource delivery partner performance against KPIs as per Statement of Work. Own and facilitate any help needed. Track actions in Dev-Ops.
• Manage under performance of outsource delivery partner KPIs within official process timelines and in line with Statement of Work [SOW]. In partnership with Service Delivery Managers as appropriate.
• E2E management of strategic programs and projects impacting Community Experience in partnership with team lead.

Skills/Requirements:
• 3-5 years of communications and project management experience
• Experience with stakeholder management working across vast geographies including building relationships with key stakeholders, including business leaders, operations teams, and external vendors.
• Experience driving, setting up and building feedback loops
• Experience working with cross organizations and supplier management
• Excellent communication and collaboration skills
• Bachelor’s degree in communications or a related field, or equivalent on-job experience