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Microsoft Team Roles


Applies to: Office 365 Dedicated Plans

Topic Last Modified: 2012-11-26

A dedicated plans deployment project requires the coordinated work of many Microsoft teams. The following table can help familiarize you with some of the key Microsoft personnel who will directly work with your organization over the course of your Office 365 deployment project.

Microsoft Deployment Team Roles




Account Manager

Manages the overall relationship with your organization.

Coordinates Microsoft technical and support resources for issues related to Microsoft products.

Provides escalation assistance to your organization for Microsoft products and services.

Microsoft Deployment Project Manager

Manages the Microsoft scope of work for the deployment project and leads the Microsoft deployment team.

Ensures that your Office 365 services are delivered.

Serves as the primary Microsoft contact for your Deployment Project Manager.

Develops and maintains a detailed deployment project plan.

Tracks and resolves project issues and risks.

Maintains communication between your workstream leads and the Microsoft deployment team members.

Deployment Consultant

Serves as the primary contact for your organization on technical and project-related items.

Works closely with your organization's technical lead.

Serves as the primary contact for deployment technical issues.

Works with you to identify and resolve any issues that occur within your environment that could affect migrations.

Serves as point of contact for all migration-related issues.

Support Release Program Manager (RPM)

Manages support onboarding for your organization’s Service Desk.

Serves as the primary contact for validation of your Service Desk’s readiness.

Support Services Manager (SSM)

Manages the health of your support services from your service validation period through operation state.

Addresses Service Desk onboarding issues and the overall delivery of support for your organization.

Service Delivery Manager (SDM)

Works with your organization when you begin the service validation period.

Manages technical and non-technical escalations (not migration-related) during your service validation period.

Serves as your organization's primary contact after all migrations are complete and ensures management and delivery of Office 365 services in the operation state.

Communicates Microsoft performance to your organization against service levels and improvement plans.

Manages configuration change requests (non-migration-related) when the deployment moves to the operation state.

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