Microsoft Corporation Sr. Services Quality Assurance Lead in Atlanta, Georgia
Within Microsoft Industry Solutions, Services Quality Assurance (SQA) operates as an independent entity to protect Microsoft and its customers from undue risk, and enable their success through the pursuit of quality and the culture of continuous improvement.
The Services Quality Assurance team (SQA) is responsible for establishing and implementing standards for services business practices from both a sales and project engagement perspective. Within this workgroup are transactional portfolio specialists focusing on business practices in both Lead-to-Order (L2O) and Order-to-Cash (O2C) process areas of Microsoft Industry Solutions activities. The SQA staff play a critical role in these processes ensuring adherence to the Common Operating Model and act as a leadership governance focal point in cross capabilities activities.
The SQA Lead is a key role in the lifecycle management of Microsoft’s Industry Solutions engagements. Working very closely with local sales, pursuit, delivery, and support teams, the SQA Lead will support deal opportunities from qualification to signed contract and work closely with the delivery team from initiation to close of critical and high risk projects to identify and actively manage risk.
The SQA Lead is involved in teams and meetings at every level of the organization and is the quality focus point for the field teams.
Microsoft Industry Solutions
Microsoft Industry Solutions engages directly with customers around the world to deliver business value from the latest Microsoft technology. We bring together the best Microsoft innovation to empower companies on their digital journeys - from envisioning new possibilities to delivering and supporting the resulting solutions. Simply put, through professional services and support, we help customers and partners get the most out of their investment in our technology.
For more information, visit www.microsoft.com/Services .
Join us and be one who empowers billions! That’s incredible reach . When you combine that with your own inspiration , plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.
We are looking for someone with experience with multi-million-dollar Digital Transformation opportunities and reviewing complex projects in delivery. You will need to demonstrate a proven track record in deal management and delivery monitoring. Additional experience in complex project management along with delivery review, project P&L management, project financial reporting and budget planning is essential.
You’ll be experienced in establishing strong and trusted relationships at C-level with a solid understanding of IT project governance, contract development, negotiations and vendor management.
Quality monitoring, analysis and business maturity
Manage and monitor overall quality during delivery in close cooperation with the Domain teams.
Contribute towards analysis of delivery patterns, delivery insights, and prioritization of improvement initiatives within the Domain portfolio.
Identify and capture good practices and make those available as business insights within the quality community and local/area management.
Create and deliver monthly business review (MBR) and Delivery Health review content related to the domain delivery portfolio.
Deliver SQA services including Portfolio Health Reviews, Project Health Reviews, and Project Quality Reviews. Leverage SQA tools and dashboards to prioritize SQA services based on delivery risk present in project.
Communicate with and support SQA Directors, Services Sellers, Delivery Managers and Project Managers.
Identify quality issues and root causes, identify corrective actions and drive to resolution in close coordination with the SQA Directors and Domain team.
Develop and maintain quality reports and provide on a regular basis through sales/delivery rhythm of the business (ROB).
Drive consistency, adoption and integration of quality standards within Microsoft’s processes, policies and systems, as well as support their creation.
Manage quality assurance in transactions
Interact with Microsoft Industry Solutions leadership in the Area and Domains.
Guide and quality review complex and high-risk Microsoft Industry Solutions consulting deals.
Manage and monitor quality during project delivery in close cooperation with the delivery team, capture and provide feedback for best practices.
Participate in initiatives leading to the continuous improvement of Microsoft Industry Solutions practices within both the L2O and O2C processes.
Support the provision of insight into the performance of the business and quality of Microsoft’s deal proposals and project deliveries.
Community and Collaboration
Actively participate in the quality, risk and delivery communities and associated initiatives.
Assist in developing and streamlining Quality review process and practices.
Participate and contribute to global programs as subject matter expert where required.
- Researches and proactively shares intellectual property (IP) and provides recommendations for improvement including submitting new IP. Holds others accountable for reusing appropriate IP and collective knowledge by enforcing use of processes and artifacts with team members.
Engages with senior internal and external stakeholders (e.g., Chief Executive-level executives) as a peer with subject matter expertise. Prevents and manages escalated situations through strategic and targeted communications with senior stakeholders and delivers difficult messages as needed. Establishes governance to influence customer decision making and diffuses situations in escalations as needed.
Drives customer satisfaction by representing Microsoft to senior customer stakeholders (e.g., Chief Executive-level), reviewing and analyzing customer feedback, and leveraging trusted relationships with senior internal resources to act as the voice of the customer and ensure resolution of challenged deliveries. Manages expectations with a high level of political sensitivity by anticipating customer reactions, interpreting small signals, and taking proactive steps accordingly.
Adheres to project compliance standards (e.g., confidentiality, privacy) and requirements of the contract and accommodates customer compliance standards, including managing compliance-related complexities (e.g., high sensitivity to confidentiality). Champions compliance by contributing to knowledge sharing across teams to build compliance capability of others.
Drives project initiation for projects of high complexity (e.g., tailored offerings, high visibility, high impact, market making) by driving commitment of delivery resources, assigning resources across workstreams, and creating complex work breakdown structures (WBSs) with delivery team.
Balances needs across projects in challenging situations (e.g., scarce technical resources) and collaborates with other groups (e.g., Independent Software Vendors, India Global Delivery) on integrated planning and organization of onshore/offshore projects.
- Leads contracting process for partner resources (e.g., contractors, vendors) by briefing partners, coordinating partner candidate interviews, and identifying and acclimating partner resources to the team. Negotiates and structures fixed-fee subcontractor contracts.
- Leads pre-sales process for high-impact projects by articulating the business value proposition associated with the project/change, evaluating associated complexities and risks to ensure feasibility of commercial offer, and reviewing work of peers for quality. Participates in review of proposed scope and assists in developing Statement of Work (SOW), Work Breakdown Structures (WBSs), estimates, preliminary risk assessments, etc.
Develops detailed project management plan to drive predictable delivery for large and/or complex projects, leveraging expertise and experience to drive scope, resources, and Microsoft project schedule in alignment and collaboration with customer plan. Ensures use of baselining, resource load balancing, and application of work effort, dependency management, contingency planning, and utilization of software (e.g., Timeline).
Establishes clear expectations and accountabilities (e.g., reconfirm scope, Responsible-Accountable-Consulted-Informed matrix) with all project team members (e.g., consultants) and stakeholders, as well as other Consulting Project Managers, for teams of high complexity by leading internal and external kick-off meetings (e.g., sales to delivery handoff, formal kick-off meetings); may act as a lead project manager. Proactively engages broad set of internal and external stakeholders, including those who are impacted by project scope/outcome, but not directly involved (e.g., Enterprise Operating Unit, India Global Delivery, customer stakeholders) and engages subject matter experts in holistic planning activities, including team validation.
Monitoring and Controlling
Orchestrates and oversees a broad range of project metrics on large, complex projects with high visibility (e.g., Vice President-level) through others. Proactively ensures adherence to key performance indicators (KPIs) and provides strategic direction to drive success and adapts to high-impact changes throughout project lifecycle.
Proactively manages risks and issues within and across large, complex projects leveraging previous experience and subject matter expertise to evaluate trends in risks and optimize mitigation strategies across projects using qualitative analyses (e.g., probability, impact, urgency) mitigation plan for high impact/probability risks. Leads recoveries and engages in resolving escalations across other projects and ensures tools are updated. Manages issue closure as a high priority and utilizes contingency planning to proactively respond when risks become issues.
Ensures timely completion and quality of deliverables (e.g., documents) and tracking of agreed upon metrics for large, complex projects by applying quality management techniques for collecting data (e.g., benchmarking, interviews), monitoring output and implementing corrective action while proactively ensuring time and resources needed to mitigate quality risks. Manages Conditions of Satisfaction (COSs) to create required deliverables. Contributes across projects to provide peer guidance where needed. Discusses and confirms customer change control at kickoff, anticipates changes and proactively addresses by probing to ensure change can happen smoothly early in the process, tests process before initiating formal change.
Discusses and confirms customer change control at kickoff, anticipates changes and proactively addresses by probing to ensure change can happen smoothly early in the process, tests process before initiating formal change.
Manages finances for projects with large scopes and budgets by balancing funding and resources across workstreams, performing deep analyses, and leveraging Conditions of Satisfaction (COSs) management experience and expertise. Proactively aims to reduce COSs and improve delivery margin without impact to quality or customer experience and understands impact of decisions on the broader business (e.g., profits and losses [P&L], accrual-based accounting).
Manages communications with senior stakeholders on project health, issues, and financial performance for large and/or complex deals throughout entire project lifecycle, tailoring communications to the audience, anticipating stakeholder requirements and adapting the plan accordingly. Establishes formal rhythms to ensure tracking and maintenance of customer deliverables and collect and report status with all important stakeholders.
Drives timely project closure by ensuring completion of project sign off tasks (e.g., system closeout updates, deletion of customer data, Deliverable Acceptance Form). Drives incremental process improvement by reflecting on and broadly sharing lessons learned (e.g., leading transformative projects, sharing stories with executives, developing case studies). Creates and suggests improvements to intellectual property (IP), provides feedback to managers on team member performance, and conducts closeout interviews with team members.
Contributes across domains, regions and/or world-wide levels to share knowledge, support others (e.g., Ready), and impact industry. Drives development and delivery of readiness programs (e.g., workshops, conferences).
- Embody our culture and values
4+ years experience in project management AND Bachelor's Degree in related field OR Master's Degree in related field AND 3+ years experience in project management OR Doctorate Degree in related field AND 3+ years experience in project management OR equivalent experience.
Experience in delivering 5+ million dollar projects
Ability to travel up to 50%
Cross-boundary collaboration and inter-personal awareness
Excellent verbal and written communication, as well as presentation skills
Work related experience
Professional services practice management
Technical Project risk management
Technical Project and Financial Management
Analysis and review of technical and commercial documentation
Skills and abilities
Analytical problem solving
Building customer/partner relations
Impact, influence and ability to deal with ambiguity
Negotiation and conflict management
Attention to details
Self-motivation and ability to work independently
Strong organization and prioritization skills
Microsoft – Ability to develop:
Familiarity with Microsoft Industry Solutions Offering and Value Selling
Knowledge of Microsoft internal processes and policies
Experience with Microsoft Delivery Methodology
Understanding of Microsoft product and technology portfolio
Training and Certification
4+ years in technical project / program management, including quality / risk management experience, with large scale, complex enterprise projects
Quality certification expertise (e.g., ISO, CMMI, Six Sigma) preferred
PMP (PMI) certification preferred
Degree in Business or IT Management, preferred.
- You may be based anywhere in the U.S. You will be required to travel, up to 50%, for quality audits, coaching and connecting with local/area management. A flexible schedule including remote work is possible for project calls and meetings in varying engagements.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .
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