This is a Delivery Management leadership role within AI Business Solutions, Global Center for Innovation and Delivery (GCID), Asia, accountable for endtoend project portfolio delivery, escalation management, and financial health. Acts as the primary escalation point for complex customer and delivery issues, ensures compliance through project health governance, and influences deal construct during presales. Partners with regional and account stakeholders to drive sustainable growth, optimize resource utilization, and build delivery capability through strong people leadership and development of Project Managers.

This role ensures predictable delivery, disciplined execution, customer success, and strong people leadership across multiple concurrent AI and digital transformation engagements. The CPM Manager acts as the primary delivery governance owner, escalation point, and talent leader for CPMs operating across ISD engagements.

Delivery Management

• Supports strategic relationships with key stakeholders in the customer portfolio, often as part of a steering committee, to ensure service delivery is on track and major issues are being anticipated, identified, and managed. Supports new customer opportunities in partnership with Area / TZ stakeholder. Communicates current view of delivery to customer executives on regular basis, as appropriate.

Business Growth

• Recognizes opportunities, creates a shared vision and direction, and moves people and processes in a new direction for a sector(s) or geo/area(s). Innovates and implements long-term, strategic plans, in partnership with Consulting personnel or the broader organization, if required, to shape new opportunities and sustainable growth for customer accounts for large or strategic opportunities.

• Coaches team and Consulting Project Managers (CPMs) to identify new opportunities with customers and to accelerate delivery or prevent delivery delays. Proactively reshapes portfolio to maximize consumption or active usage and drive transformation deliveries.

• Reviews new deals to quantify the expected outcomes are deliverable, risk process is managed, and that costs/resources and number of hours are correctly identified. Ensures the use, reuse, and creation of intellectual property (IP) in delivery, as applicable.

• Owns the financial health of the portfolio (e.g., accurate forecasting and portfolio planning, cost management, and utilization, skills, and capacity planning). Identifies opportunities to accelerate and drive consumption and delivery. Owns and drives backlog risk management. Engages in the pursuit cycle to ensure deals are structured appropriately.

• Supports and contributes to rhythm of business (ROB) and Chief Financial Officer (CFO) forecasting.

Closure

• Validates the customer sign off on Proof of Delivery/Delivery Acceptance Form.

• Seeks themes in lessons learned and delivery constraints/issues, and documents and socializes with relevant internal Microsoft teams to improve intellectual property (IP) and feed into continuous improvement.

Partner Management

• Reviews and approves partner contract and subsequent change requests. Acts as an escalation point should the delivery not be of the required quality or has created ambiguity in the delivery. Reviews and approves partner onboarding.

Delivery Management

• Ensures the right mix of internal/external resources are assigned in engagements to drive Microsoft's strategic use of onshore, offshore, nearshore, and partner delivery resource pools. Optimizes use of resources according to deal shaping and financial efficiency to maximize customer value.

• Drives delivery excellence, maturity, and quality, leveraging Quality Assurance partners and organizations and ensuring appropriate use of Microsoft and industry methodologies.

• Oversees the successful delivery of projects, ensuring proper project initiation is followed and documented both internally and externally.

• Oversees the delivery team (Consulting Project Managers [CPMs]) as a primary escalation point for any delivery issues.

• Monitors the health and risk profile of individual projects through Project Health Reviews. Ensures that customers are surveyed for delivery satisfaction. Proactively anticipates when projects may go poorly and steps in to pivot priorities for mitigation. Influences others to secure resources for deliveries and holds teams accountable for maintaining obligations to customer contracts and ensuring delivery services across the services lifecycle. Remove blockers and ensure delivery success.

Monitoring and Controlling

• Reviews risks and issues directly with Consulting Project Managers in Project Health Reviews. Acts as the primary escalation point back to establish consensus and a unified message to the customer

• Acts as primary escalation point for any delivery issues. Overall, is accountable for the quality of the delivery of the engagement.

• Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams (e.g., Sales, Architects). Models and encourages others to develop and/or expand awareness of internal mechanisms in order to best address customer needs.

• Ensures Consulting Project Managers' adherence to internal financial rhythms of business (ROBs). Acts as primary escalation point for budgetary issues. Serves as the primary approver for the release of any Risk Reserve required on engagements

• Steps in to take remedial actions with Consulting Project Managers on specific engagements.

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

• Define team objectives and outcomes. Help the team adapt and learn. Attract and retain great people. Know each individual’s capabilities and aspirations and invest in their growth.

Portfolio Management

• Proactively reviews portfolio health. Ensures challenged engagements receive support and are monitored to execute against Go-to-Green Plans. Establishes operational processes and standards to mitigate delivery issues for the organization to adopt.

• Ensures methodology, processes, and quality standards are consistently implemented and tools are leveraged appropriately.

• Acts as centralized management for the project portfolio(s) to achieve strategic objectives. Oversees a broad portfolio of deliveries managed and supported by Project Managers.

Presales

• Adds input into deal construct and deliverability early in the pre-sales cycle. May work within the pre-sales team for exceptionally large consulting deals.

• Sets expectations through in presales reviews on conditions of approval and throughout the engagement to tactically direct the Project Manager.

Relationship Development

• Resolves escalations from CPMs across internal/external teams, customers, and partners; manages executive engagement; establishes escalation standards, governance, and process improvements.

• Builds and manages stakeholder relationships across Microsoft Stakeholders, Customers and partners.

• Manages customer/subcontractor obligations.