مطلوب Professional Development Resource Manager لدى شركة مايكروسوفت - مناطق المملكة
Professional Development Resource Manager
The Professional Development Resource Manager (PDRM) is responsible for the billable utilization of their teams, sustained employee productivity and high customer/partner satisfaction
Responsibilities:
As team managers, PDRMs regularly perform 1:1s with their employees, conduct performance review and career development discussions at least once a year. They
pr***de feedback on quality, timeliness and cost-effectiveness of customer and internal deliverables and coach their direct reports regularly. PDRMs also develop their own management skills through active participation in Management Excellence events, training, mentoring and communities. Specifically, PDRMs:
•Conduct regularly scheduled one-on-one meetings with consultants to discuss performance, career planning, skills readiness, training plans, etc. The recommended frequency for these meetings is once per month.
•Help consultants maximize utilization through awareness of engagement opportunities and marketing of their skills within the resource management community.
•Assist consultants with ad-hoc requests for support, including conflict resolution, issue escalation, administrative support, career guidance, etc.
•Fulfill administrative responsibilities related to the management of people at Microsoft, including performance reviews, promotion justification, time/expense approval, Consultant Engagement Feedback (CEF) administration, etc.
•In order to assist in staffing/skills readiness planning, coordinate with other Services management roles (RMs, EMs, RPMs) to understand future skills requirements and the Services pipeline.
PDRMs supervise assignments of delivery resources to engagements and contracts. They review the bench and staffing levels regularly and proactively discuss upcoming resource availability with sales (Services Sales Manager, xSEs), pre-sales (EMs, Architects) and contract add-on/renewal (TAMs). They ensure that the team grows their delivery skills through 20 days/year of readiness attained through training and events, participation in mentoring, job shadowing (as guest) and Microsoft Services University (new hires only). PDRMs interact with service line leads to forecast readiness activities for new solutions/offerings/offers so that resources are ready to deliver these to customers when sold
PDRMs proactively and convincingly drive customer satisfaction activities (Conditions of Satisfaction, Service Delivery Plan updates, etc) and behaviors (Responsiveness, deliver on promises, raise issues early, etc). They ensure that customer expectations are clear, captured and delivered on, and support the team in meeting / exceeding them. They take ownership of and resolve escalations as necessary, and always respect the xSE’s overall customer relationship for services and the AEs overall customer relationship for Microsoft. PDRMs ensure that EMs, Architects and TAMs review and contribute (as appropriate) to Account Plans (APs), Services Growth Plans (SGPs), Services Delivery Plans (SDPs).
Qualifications:
•8-10 years of related experience
•Team management experience required
•Previous experience managing professional services staff is necessary.
•The preferred candidate will have strong Communication Skills and strong Interpersonal Skills. The candidate should have a technical and services background.