Technical Program Management IC4

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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 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.

Key to this role is the development and execution strategies, programs, and processes for technology and compliance governance within our Support tooling infrastructure. Our team supports the entire Delivery Partner (DP) ecosystem, ensuring seamless integration of our technology.

In this role you will leverage your deep understanding of company policies, procedures, and requirements to foster a compliance-first culture within the Delivery Partner technology space. You will provide strategic feedback on tool features, drive changes, and define requirements for building tools and processes. You will drive, design and support control testing to ensure effectiveness as mandated by our tooling and security organizations. You will guide our Delivery Partners through the myriad of infrastructure and tooling changes in line with Security priorities and policy governance ensuring smooth operations enabling strong customer outcomes.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

• Bachelor’s degree in information technology, Governance, Cybersecurity, or related field, or equivalent experience.
• 20+ years of progressive experience in a highly matrixed, fast-paced, technology-driven environment.
• Proven understanding of security protocols with direct involvement in risk assessment, remediation measures, and compliance with security standards, regulations, sanctions, and statutory requirements.
• Ability to establish Trusted Advisor status and build strong technical relationships with business leaders, cross-functional teams, and external stakeholders.
• Demonstrated ability to work independently and collaboratively in a dynamic environment, balancing competing priorities and driving results.
• Proactive, innovative, and solution-oriented mindset with a focus on operational excellence and continuous improvement.
• Strong business and technical acumen with advanced analytical skills, attention to detail, and accuracy.
• Excellent communication, presentation, and interpersonal skills, with a track record of influencing at executive and operational levels.

• Demonstrated expertise in Program Management, Change Management, and Problem Management, successfully delivering large-scale, enterprise-wide deployments across multiple geographies.
• Experience in Contact Center operations and technologies, with knowledge of telephony services (Genesys, Avaya, Cisco) and cloud telephony platforms (Dynamics CCaaS or similar).
• Skilled in conflict management, with the ability to address issues with urgency, empathy, and diplomacy.

• Credentials such as Azure Certifications, PMP, CISA, ITIL, AI and other Cloud Certifications are highly desirable.
• Hands-on experience in both Cloud and On-Premises IT architecture spanning multiple countries / regions.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

In this role, the individual will:
• Lead collaboration with all Delivery Partners regarding infrastructure, tooling, and their support ecosystem.
• Ensure consistent application of regulations and standards, fostering secure and compliant products, processes, and programs.
• Partner with the audit and risk assessment team to identify and evaluate risks and issues and develop appropriate remedies.
• Act as the primary point of contact for all Infrastructure and Tooling related change requests and challenges; liaise with other internal SME teams.
• Develop, document, and maintain DP Infrastructure details.
• Ensure Delivery Partners' infrastructure is up-to-date and compliant with Microsoft standards.
• Lead advocacy for solutions and recommendations for Delivery Partners, working closely with internal Microsoft teams.
• Drive strong advocacy, education, and engagement with internal security teams to ensure visibility and awareness of changes in the Delivery Partner landscape; partner to drive monitoring procedures across high-risk tools.
• Directly support / program manage our Delivery Partners in implementing and operationalizing security-related changes in tooling or processes.
• Ensure tools are designed, developed, and built with security controls in mind as they relate to our third parties.
• Define IT and security metrics and ensure monitoring of compliance.