Steve Jewett

About Steve Jewett

A highly accomplished Support and Services Senior Executive with unique ability to drive…

Experience

1. Director Support Engineering

   Microsoft

   Oct 2020 — Present · Sacramento, CA, US

   Director Support Engineering | Customer Support Services | Strategic Customers | 2020-PresentAccountable for delivering support to Microsoft’s Top Strategic customers using cloud products from the Modern Work portfolio. With a group of 80+ Support Engineers and Managers, the team delivers a near 4.8 customer satisfaction rating (from a 5-point scale) and utilizes a culture of connected support to provide solutions to critical issues- Strategic Leadership: Nimbly adjusting operations to meet business and customer demands. Utilizing innovation with a highly mature delivery organization to optimize support revenue while minimizing cost basis. High execution with quality results- Ringfenced Team: Set strategy and execution for support delivery of strategic customers meeting industry standards across operational and quality measures. Specific focus on cloud support to ensure critical incident restoration meets customers’ needs- Connected Support Delivery: Helped design and deliver the Customer Aligned Manager (CAM) function for Customer Support Services. This function aligns line managers directly to Strategic customers with rigor and discipline to ensure tighter customer experience across MSFT SBUs- Growth-Mindset and Continuous Improvement: Evaluating business health and identifying initiatives to improve productivity, customer experience opportunities, and elevating key performance indicators. Repeat the cycle as a discipline within the team.

Education

• San Jose State University

  Bachelor's Degree

  1987 — 1992

Skills

• Cross-Functional Team Leadership
• Enterprise Software
• Oracle
• Cloud Computing
• Start-Ups
• Crm
• Digital Strategy
• Unified Communications
• Strategic Thinking
• Business Intelligence
• Customer Relationship Management (Crm)
• Critical Thinking
• Voip
• Process Improvement
• Team Leadership
• Leadership
• Service Delivery
• Saas
• Call Centers
• Software as a Service (Saas)
• Vendor Management
• Project Planning
• Oracle Applications
• Business Planning
• Strategy
• Thought Leadership
• Managed Services
• Integration
• Product Management
• Organizational Leadership
• Program Management
• Business Process Improvement
• Service Management
• Telecommunications
• Outsourcing
• Management
• Professional Services