Scott Atkins
Service Delivery Manager at Microsoft
- Role
- Service Delivery Manager at Microsoft
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Scott Atkins
Senior Supplier Delivery Manager with 31 years in the IT industry and over 22 years…
Experience
Service Delivery Manager
Apr 2000 — Present · Las Colinas, TX, US
Responsible for leading enterprise customer support for 7 different programs, with 4 different delivery partners across 6 sites for the Americas CS Commercial business, including strategy, design, day to day operations, and the end-to-end customer experience. Drive continuous improvement plans to support operational needs, cost efficiency and improved customer experience through implementation of innovative initiatives and projects. Primary responsibilities include:• Proactively manage Delivery Partners located in the Philippines, India, Colombia, Brazil, and the United States, serving Global English, Spanish and Portuguese customers for Developer, Volume Licensing, MSX Proposals, Professional Learning, Enterprise Learning, Commercial Tech Router, US Gov Tech Router• Oversee Supplier performance and operational management by providing guidance, feedback, and leadership to ensure day to day operational activity is in line to achieve/exceed KPI targets• Act as primary point of contact for our partners to Microsoft regarding Readiness, Launch, Quality and Training• Accountable for review and signoff on monthly volume forecasts and staffing requirements• Facilitate regular weekly and monthly business reviews with partner management teams, engage with each site and program to identify and quickly resolve root causes for emerging issues.• Accountable for Statement of Work (SOW) and vendor adherence/compliance• Accountable for auditing/approving monthly invoices and consistently keeping operations within budget• Partner with Support Planners, Supportability, and Technical Advisors to quickly identify and triage emerging issues• Partner with Procurement Leads to manage contracts, ensure vendor compliance with Microsoft policies and operating procedures, including adherence to contractual requirements and operating procedures• Reporting, understanding, and analyzing operational and financial data to ensure effective management of the business
Education
University of North Texas
Bachelor's degree, Marketing
1977 — 1981
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