Cloud Solution Delivery POD Lead

Overview of the Cloud Solution Delivery POD Lead Role

The Customer Experience and Success (CE&S) organization at Microsoft, with over 45,000 employees and partners, is dedicated to empowering customers to achieve business value through differentiated experiences leveraging Microsoft’s products and services. We focus on cross-company alignment and execution to consistently exceed customer expectations, covering consulting, customer success, and support across Microsoft’s solution portfolio. Join us to accelerate AI transformation for our customers globally.

The Success Programs Delivery POD is crucial in accelerating value realization from Microsoft cloud investments. This is achieved by ensuring high-quality, consistent, and scalable delivery of Success Program engagements. The team acts as the operational backbone for the Success Programs model, coordinating delivery partners, enforcing standards, and maintaining strong governance across planning, execution, and outcomes. By combining operational discipline, technical fluency, and customer-centric leadership, the POD ensures predictable delivery, continuous improvement, and trusted execution at scale, while adapting to local market dynamics and regulatory requirements.

As the Cloud Solution Delivery POD Lead, you will be responsible for the end-to-end delivery orchestration of Success Programs within your assigned geography. This role ensures that customer engagements meet the highest standards of quality, compliance, and customer satisfaction. You will lead the operational execution of Success Programs by managing delivery partners, guiding delivery professionals, enforcing governance and delivery standards, and serving as the primary escalation and quality authority. Close collaboration with CSAMs, internal stakeholders, and partners is essential to align delivery execution with customer priorities and Microsoft business objectives. Specifically in Germany, this role is critical for balancing global delivery standards with local market, regulatory, and cultural requirements, ensuring scalable execution while maintaining customer trust, delivery quality, and business continuity. Your primary focus will be on ensuring the quality and effective stakeholder management of Success Programs.

Microsoft's mission is to empower every person and every organization on the planet to achieve more, driven by a culture of growth mindset, innovation, collaboration, respect, integrity, and accountability.

Key Responsibilities

• Own the end-to-end execution of Success Programs engagements within the assigned geography, ensuring delivery quality, consistency, and customer satisfaction.
• Lead and orchestrate Delivery Partners and Delivery Professionals, providing guidance, coaching, and oversight to ensure adherence to Microsoft delivery standards, governance, and compliance requirements.
• Act as the primary point of accountability for delivery quality, including risk management, issue resolution, and escalation handling across active engagements.
• Partner closely with CSAMs, account teams, and internal stakeholders to align delivery execution with customer priorities, business objectives, and Success Programs outcomes.
• Enforce delivery governance, including readiness checks, delivery reviews, compliance validation, and post-delivery feedback loops.
• Balance global operating models and standards with local regulatory, cultural, and market requirements, ensuring compliant and scalable execution in Germany.
• Drive continuous improvement through operational insights, delivery metrics, customer feedback, and partner performance evaluation.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or a related field.
• 4+ years of 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.

Preferred/Additional Qualifications

• Proven experience in technology delivery, program management, or service management, preferably within cloud, enterprise IT, or professional services environments.
• Experience managing or coordinating partners, vendors, or distributed delivery teams without direct line authority.
• Strong understanding of cloud technologies and enterprise IT concepts, with exposure to Microsoft Azure, Security, Modern Work, or AI solutions.
• Demonstrated ability to manage complex stakeholders, operate in ambiguity, and make sound decisions in fast-paced environments.
• Fluency in English and German (written and verbal).
• Experience working within regulated or compliance-sensitive environments, with awareness of local data, security, and operational constraints.
• Strong operational mindset with experience applying governance frameworks, delivery standards, and quality controls.
• Proven ability to act as a delivery escalation point, handling customer-impacting issues with professionalism and accountability.
• Experience collaborating across global, multicultural teams and matrixed organizations.
• Prior experience in Microsoft Services, Success Programs, Premier/Unified Support, or partner-led delivery models.
• Background in Security, Cloud Operations, or AI-enabled solutions.
• Familiarity with ITIL, Agile, or similar service delivery frameworks.
• Experience driving operational excellence and continuous improvement initiatives using data and metrics.

Key skills/competency

• Cloud Technologies
• Program Management
• Delivery Orchestration
• Stakeholder Management
• Risk Management
• Compliance & Governance
• Customer Satisfaction
• Microsoft Azure
• AI Solutions
• Operational Excellence