Success Programs Delivery Lead

• Partner with Secured CSU leaders, delivery partners, and global/national CSA teams enabling Success Program Deliveries across our Secured customer base in your assigned markets
• Serve as a technical authority within the POD, providing architectural guidance, best practice validation, and delivery assurance across multiple Microsoft solution areas (Azure, Security, AI, or Modern Work)
• Conduct random delivery audits, reviewing customer deliverables for accuracy, alignment to frameworks, and technical depth
• Lead key customer engagements to set delivery standards, ensuring technical excellence and knowledge transfer
• Partner with SMEs and IP Leads to pilot new content and improve delivery methodologies based on field insights
• Maintain the Rhythm of Business (ROB) cadence by facilitating bi-weekly POD syncs, monthly dashboards, and quarterly business reviews to ensure visibility, accountability, and performance tracking
• Monitor vendor CSA utilization, engagement compliance, and CSAT performance, applying short-term corrective actions and operational optimizations based on data insights
• Drive delivery lifecycle governance, ensuring timely kickoffs, milestone tracking, deliverables submission, and closeouts fully aligned with Success Program SLAs and documentation standards
• Oversee workload planning and capacity management in collaboration with Resource Coordinators (RCs) and Service Delivery Managers (SDMs) to balance priorities and ensure effective allocation
• Track and report key performance indicators (KPIs)—including utilization, CSAT, audit coverage, compliance, and billable contribution—to assess delivery health and inform decision-making
• Act as a territorial leader, representing the POD in regional forums, QBRs, and stakeholder reviews
• Mentor and enable vendor CSAs, local OU CSAs, and national/global teams fostering a culture of accountability, growth, and continuous improvement
• Partner with CSAMs, TZ Leads, and SDMs to ensure engagement readiness, operational compliance, and business alignment
• Promote knowledge sharing and collaboration across PODs and solution areas, driving operational maturity
• Proactively identify systemic issues or delivery risks and collaborate with leadership to implement corrective actions
• Provide structured feedback loops to IP Leads and central teams to improve delivery IP and automation opportunities
• Participate in pilot programs and testing of new Success Program engagements or frameworks
• Champion innovation by bringing field learnings, best practices, and process improvement ideas back into the global community
• Embody our culture and values

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience
• Microsoft is unable to sponsor a work visa for this role due to the nature of the role’s job duties
• 4+ years experience working in a customer-facing role (e.g., internal and/or external)
• 4+ years experience working on technical projects
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications)
• Proven technical expertise across Microsoft Cloud services (Azure, M365, or Security solutions)
• Ability to understand and apply AI concepts within customer and operational contexts
• Strong project management background, including governance, reporting, and delivery lifecycle management
• Demonstrated experience in leading distributed teams and coordinating cross-functional delivery with partners and vendors
• Solid understanding of ITIL, DevOps, and operational frameworks (change management, incident response, SLAs, KPIs)
• Ability to communicate effectively with executive, technical, and operational stakeholders
• Excellent written communication and documentation skills
• able to produce high-quality customer deliverables
• Experience leading or managing large-scale delivery teams under managed services or customer success models
• Knowledge of SRE principles, Governance & Compliance frameworks, or Operational Resiliency practices
• Proven ability to mentor and coach others in technical or delivery excellence roles
• Experience with multi-partner or vendor management models
• Working knowledge of Power BI, Azure DevOps, or automation tools for operational reporting and analytics

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience