Cloud Solution Architect Manager - Mission Critical

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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

The Cloud Solution Architect Manager (CSA Manager) is a people manager role reporting to the Support for Mission Critical Time Zone Lead (CSA Manager) for Asia. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) Cloud Solution Architect Engineers in addition to the business accountabilities that underpin this delivery practice.

The CSA Manager is accountable for a team of highly-specialized Cloud Solution Architect Engineers who serve as deep technical advisors driving successful delivery for Mission Critical enhanced support. In addition, they will collaborate with other Cloud Solution Architect Managers across EMEA, Americas and Asia to ensure consistency of readiness and delivery. The CSA Manager drives delivery execution through team preparedness, precision delivery, overall utilization & high customer satisfaction in a cost-efficient manner. The CSA Manager may be involved in pre-sales and planning as it relates to capacity planning and delivery planning. There will also be some responsibility for business development activities in your designated geography, working with global blackbelts (GBB), architects and Customer Success Unit stakeholders.

In this role you will be leading a highly diverse team located in ANZ ensuring the seamless delivery, collaboration and shared goals across the team.

This role is flexible in that you can work up to 100% from home.

Minimum required qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years 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.
• 3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.

Professional

• Experience in Support Services.
• Strong people manager/leader with at least 5 years people management experience (required)
• 10+ years’ of industry, support or management consulting experience.
• Strong service delivery, time, project and priority management skills.
• Strong interpersonal skills and the ability to work with customers at the C level.
• Experience with managing critical and complex customer situations or incidents.
• Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.
• Strong interpersonal, presentation and communications skills.
  Education.
• Bachelor's degree in Business, Computer Science, Information Technology, or related field required (or equivalent experience)

Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.

• Lead and mentor a high-performing team to deliver exceptional customer satisfaction and drive services revenue.
• Oversee staffing and resource planning, ensuring the right technical talent is hired to meet evolving customer needs.
• Manage operational targets, including billable hours and budget adherence.
• Guide professional development and readiness across the team, fostering continuous learning and growth.
• Build strong relationships with customers, including executive stakeholders, to understand business objectives and maximize the value of support services.
• Promote an inclusive, collaborative work environment and communicate clear vision and priorities.
• Ensure compliance with governance standards and support contract renewals.
• Demonstrate strategic thinking, strong leadership, and a commitment to achieving key business goals
• Drives visibility at Area/Sub level around Support for Mission Critical offerings and supports pipeline and contract renewals review.
• Influences and manages account team and customer expectations around Mission Critical solutions and leads value driven conversations.
• Works successfully with customers, up to the C level, to understand their business objectives and to ensure that their investment in Microsoft support is being realized.