Overview

Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.

As a Senior Field IT Manager, you will be accountable for deployment and operation of IT-related services, which support the Microsoft businesses internationally, and promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers. You will be responsible for delivering the foundational services that keep Microsoft locations connected including:

• Deploying and operating IT services to our internal end users in Engineering Groups, Global Delivery, Customer Support and Services, Microsoft Customer and Partner Solutions and R&D Centers around the world.
• Collaborating with other IT Teams to prioritize and plan the infrastructure and services roadmap for all Microsoft locations
• Interacting with Site Leadership Teams to set the user expectations as well as working towards user experience improvement
• Delivering high-impact customer engagements to support Microsoft in driving revenue, market share and Customer and Partner Experience

You will report to the Director Field IT Management, be based in Mountain View, CA and be responsible for managing Microsoft sites throughout California which support a variety of Microsoft organizations including Microsoft AI and CoreAI, Experiences and Devices, Cloud + AI and Microsoft Customer and Partner Solutions.

This position is based at the Mountain View campus with 4 days per week work in the office and 1 day per week work remote. Relocation assistance is available.

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.

Responsibilities

Help Power the Digital Transformation

• You will define IT services and process optimization opportunities and align with peer IT Managers globally to deliver improvements aligning to regional commitments and business requirements.
• You will demonstrate fiscal responsibility and budget oversight to help drive accuracy.
• You will provide quality and regular communication to end user clients and/or partners.
• You will jointly review end user sentiment feedback with the other MS Digital Employee Experience Success teams and develop action plans to address any improvement areas.
• You will drive adoption of new services, identify productivity challenges and develop and execute readiness plans to meet required targets and increase end user productivity.
• You will partner with workplace services team to expand and transform sites into the most connected, accessible, and sustainable Intelligent Workplace.

Advocate for our Customers

• You will support commercial engagements by sharing best practices and experiences through the IT Showcase program.
• You will evangelize & drive awareness to increase customer engagements.

Contribute to Modernizing MS Digital Employee Experience

• You will support your peer IT community in managing outages and communicate with Service Management to evolve services and address issues.
• You will partner and collaborate with teams from IT Service Management, Facilities, Finance & Security to drive excellence in delivery and communications.
• You will drive excellence in delivery and support in addressing issues, communicating, and evolving services.
• You will collaborate with your peers, developing innovative ways for adoption and deployment, creating scenarios/case studies and anticipating/modeling how IT may be managed in the future.
• You seek collaboration, are dedicated and a quick learner and adaptable (will be able to pick up a new technology with relative ease).

Optimize IT

• You will work with a broader team to define IT improvements within the portfolio and deliver improvements in line with regional commitments and business requirements. Operational Excellence is a key requirement for our delivery of our IT Infrastructure Services.
• You will drive IT Discretionary budget planning process for assigned sites in collaboration with the respective groups in IT and local Finance teams across the region/globe.
• You will support other IT Managers in managing outages that are not solved using normal escalation processes as well for regional wide outages.
• You ensure quality communication to clients on the sites.
• You will manage demand and effective prioritization to optimize the use of the IT Management workforce via resource and capacity management.
• You will work with the team to identify productivity challenges onsite and develop and execute readiness plans to meet required targets and increase user productivity.
• You will promote evolution of IT services to internal and external stakeholders.
• You communicate with Service Management to evolve services and address issues.
• You partner with the members of the Service Management functions, Facility, Finance, Security to drive excellence in delivery and communications.

Strengthen Business Partnership

• You will jointly review with other IT Managers Customer Satisfaction scores and develop an action plan to address issue areas based on identified IT Management components.

Lead with Innovation Thinking

• You support all Corporate Beta testing during product development cycle activities through local communication, readiness activities and provide field insight feedback to Corporate Engineering groups.
• You will analyze user requirements and drive innovation by collaborating with Corporate Engineering groups.
• In collaboration with your peers, you will develop innovative ways to adopt and deploy services, create scenarios/case studies and anticipate/model how IT may be managed in the future.

Support Market Advocacy

• You will support commercial engagements by demonstrating competitive advantage through the IT Showcase program.
• You will promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers.

Qualifications

Required Qualifications:

• 4+ years experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management
  • OR equivalent experience.

Preferred Qualifications:

• 4+ years experience in IT operations or service experience for a multi-site / multi-country organization - including infrastructure deployment, user support, or IT management.
• 1+ years project leadership/management experience, preferably in a remote environment.
• Proven experience in AV systems, including and supporting Microsoft Teams Room solutions
• Experienced partnering with senior leadership.
• Ability to travel regionally and work across different time zones.
• Completed certifications/ trainings such as ITIL/Six Sigma/PMP/Agile or equivalent.
• AV event support experience.
• Experience using AI to enhance service delivery, troubleshooting and knowledge management.
• Experienced in public speaking.

#MSD

#MSDJOBS

Corporate Technology Support IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.