Technical Program Manager - Factory Vendor Strategy & Operations
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About this role
Employer-provided description, formatted for easier reading.
Overview Microsoft Customer and Partner Solutions (MCAPS) helps customers realize value faster from their technology investments by connecting product innovation, customer success, sales, and delivery.
Within MCAPS, the Customer & Commercial Success (CCS) organization enables scalable execution across Microsoft's commercial business, helping customers accelerate adoption, achieve business outcomes, and maximize the value of Microsoft technologies and services.
We are seeking a Technical Program Manager - Factory Vendor Strategy & Operations to lead the business management, workforce strategy, and operational governance of the Cloud Accelerate Factory (CAF) vendor ecosystem. This role is responsible for a global delivery workforce of more than 1,500 vendor resources and plays a critical role in ensuring the Factory can scale efficiently to meet growing customer demand.
In this role, you will own strategic workforce planning, capacity management, vendor governance, financial performance, and delivery readiness across the Factory ecosystem. You will partner closely with leadership, Finance, Human Resources, Procurement, Delivery Management, and strategic vendor partners to develop scalable operating models that balance demand, capacity, cost, quality, and workforce readiness.
Success in this role requires strong business acumen, operational leadership, and analytical rigor. You will leverage data-driven insights to optimize capacity utilization, improve workforce productivity, strengthen vendor performance, and support business growth objectives.
You will also drive onboarding, skilling, certification, and readiness programs that ensure delivery teams are prepared to support evolving customer and business needs.
This is a highly visible role with broad organizational impact, offering the opportunity to influence workforce strategy, operational excellence, and long-term scalability for one of Microsoft's fastest-growing delivery organizations.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. We foster a culture built on respect, integrity, accountability, and inclusion, where employees are encouraged to bring their best ideas, learn continuously, and make a meaningful impact.
Responsibilities
Program Strategy & Business Management
- Define and drive the strategy, operating model, and execution framework for the Cloud Accelerate Factory (CAF) vendor ecosystem.
- Lead end-to-end business management of a global vendor workforce of 1,500+ delivery resources, ensuring alignment to organizational priorities and growth objectives.
- Develop long-term workforce, capacity, and investment strategies that support scalable delivery operations and customer demand.
- Translate business goals into actionable operational plans, measurable outcomes, and continuous improvement initiatives.
Technical Program Leadership & Execution
- Lead complex, cross-functional programs that improve delivery scalability, workforce readiness, operational efficiency, and business performance.
- Drive execution of workforce planning, onboarding, skilling, certification, and capacity ramp programs to support evolving customer and business requirements.
- Establish and maintain governance processes, operating rhythms, and execution mechanisms to ensure consistent delivery outcomes.
- Identify operational risks, dependencies, and constraints, and implement mitigation strategies to ensure program success.
Capacity Planning & Resource Optimization
- Own demand forecasting, workforce planning, and capacity management strategies across the Factory ecosystem.
- Develop scalable models to balance delivery demand, workforce supply, utilization, quality, and operating costs.
- Optimize resource allocation decisions using data-driven insights to improve delivery effectiveness, productivity, and readiness.
- Monitor workforce trends and proactively adjust capacity plans to support future business growth.
Vendor Strategy & Governance
- Lead strategic relationships with vendor partners, driving performance, accountability, and continuous improvement across the delivery ecosystem.
- Establish vendor governance frameworks, service-level agreements (SLAs), quality controls, and performance management processes.
- Partner with vendor executives and internal stakeholders to improve operational performance, workforce capability, and delivery quality.
- Drive escalation management, compliance, and operational reviews to ensure contractual commitments and business objectives are met.
Business Performance & Financial Management
- Own vendor-related financial planning, forecasting, budgeting, spend optimization, and business performance reporting.
- Manage workforce investments and operational expenditures while balancing scalability, productivity, and financial objectives.
- Deliver executive-level insights and recommendations through analysis of utilization, workforce performance, capacity trends, quality metrics, and financial outcomes.
- Identify opportunities to improve operational efficiency, cost effectiveness, and return on investment.
Data Analytics & Operational Insights
- Leverage data, analytics, and reporting to drive strategic decision-making and operational planning.
- Develop forecasting models and performance dashboards that provide visibility into workforce readiness, capacity utilization, vendor performance, and business health.
- Use quantitative analysis to identify trends, risks, optimization opportunities, and operational improvement initiatives.
- Drive adoption of automation, AI-driven insights, and scalable processes to improve planning accuracy and operational efficiency.
Cross-Functional Collaboration & Stakeholder Management
- Partner with leadership, Finance, Human Resources, Procurement, Delivery Management, and strategic vendor partners to achieve business objectives.
- Influence decision-making across multiple organizations by providing strategic recommendations supported by data and business insights.
- Build alignment across stakeholders to drive execution of workforce, capacity, operational, and financial priorities.
- Communicate program progress, risks, business outcomes, and strategic recommendations to senior leaders and executive stakeholders.
Operational Excellence & Continuous Improvement
- Drive continuous improvement initiatives that increase workforce productivity, delivery quality, scalability, and customer outcomes.
- Standardize processes, governance models, and operational practices across the Factory ecosystem.
- Champion innovation and automation opportunities that improve operational effectiveness and business agility.
- Foster a culture of accountability, inclusion, learning, and operational excellence while supporting Microsoft's values and growth mindset.
Other
- Embody our culture and values.
Qualifications
Required Qualifications :
- Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience
- 2+ years of experience managing cross-functional and/or cross-team projects
Preferred Qualifications
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 7+ years experience in cloud architecture, AI, data platforms, business applications, Copilot, security, application modernization, infrastructure, agentic solutions, and/or technical solution architecture, 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, or related field AND 6+ years experience in cloud architecture, AI, data platforms, business applications, Copilot, security, application modernization, infrastructure, agentic solutio