- Bachelor's degree in information technology (IT), Computer Science, Business Administration, Engineering, or Business Leadership, or relevant degree (preferred)
- 8+ years' experience of IT operations or service experience for a multi-site / multi-country organization, including infrastructure or product/service deployment, user support, or IT management related experience (required)
- Fluent in English language
- Ability to work in PST time zone (required)
- Proven track record of delivering global projects, ability to multitask or handle multiple projects with competing priorities.
- Strong written and oral communication skills, including public speaking abilities for both technical and business audiences. Ability to communicate at all levels in the organization as well as the ability to translate technology solutions into business solutions.
- Willingness to travel regionally and internationally.
- Ability to deal with ambiguity and respond to unplanned demand.
- High emphasis and focus on Customer Satisfaction
- ITIL/Six Sigma training/certification/PMP/Agile Certifications (desirable)
- Proven ability to work under minimum/remote supervision.
- Program/Project Management
- Identifies business needs within Microsoft and the external environment. Owns opportunities and solutions to potential obstacles. Drives continuous user understanding and communicates insights to teams. Formulates and aligns vision to meet expectations of stakeholders. Plans and leads the most optimal support delivery methods. Plans, implements, and champions processes or tools that improve resource utilization beyond existing ones to leaders. Contributes to budget allocation and management for projects.
- Follows changes in the environment and learns new technologies (e.g., software, hardware) to drive support options. Forecasts changes to the user experience due to new technologies and changes in the environment and creates a compelling story to drive adoption of these technologies.
- Support services Delivery:
- Responsible for incident resolution beyond their portfolio for critical areas of the business (e.g., hardware, networking, services, apps). Engages the correct stakeholders to address incidents. Provides guidance on service availability, end-user device application/configuration, and connectivity issues. Applies advanced diagnostics to identify and correlate patterns between incidents and guides downstream solutions.
- Overseas managed vendors in multiple locations and/or regions, providing directions to team members to maintain KPIs, drives global solutions for end-user support and communicates to leadership.
- Engagement:
- Drives engagement with a variety of business leaders and end users. Provides change advisory and implements plans to address their concerns. Communicates impact of expected changes. Thoroughly understands the voice of the end user and articulates their perspective to leadership. Aligns services to end user/business priorities.
- Manages supplier portfolios, and ensures optimal delivery and support of products/services. Leads decision-making with supplier leadership. Assists in contract negotiations with supplier organizations. Partners with suppliers to meet goals and objectives, and monitor performance metrics.
- Continual Service Improvement:
- Uses data and trends to create a compelling narrative for driving support services. Uses data to improve volume and pull appropriate levers. Documents the user journey and creates a compelling story for multiple user groups. Presents stories to leadership. Leads and evaluates methods to track and report metrics (e.g., on productivity, product usage, tickets, satisfaction). Sets and shares best practices for capturing and cleaning data. Champions data security and privacy standards across teams.
- Uses extensive technical and business knowledge to forecast and resolve downstream obstacles. Acts as a resource for technical knowledge for leadership. Relays experience and knowledge outside technical expertise to guide development of other employees.
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Senior IT Service Manager - Hyderabad, India - Microsoft
Description
Overview
Hook & Invitation:
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
The mission of Microsoft Digital Employee Experience is to power, protect, and transform the employee experience at Microsoft, as the voice of our digital transition in the market.
As part of Microsoft's Data Platform & Growth (DPG) organization within the Experiences & Devices (E+D) division, we are responsible for reimagining and transforming end-user productivity across the breadth and depth of Microsoft's global workforce. This includes defining, creating/building, and delivering the vision for the Microsoft employee experience, human resources, corporate/legal affairs and real estate products, and running Microsoft's internal network and infrastructure plus campus modernization and hybrid solutions. Our work is focused on empowering Microsoft employees with the tools and services that define the future of work while showcasing an employee experience blueprint that inspires customers and partners to help them navigate their digital transformation. Our team is on the frontline, leveraging cutting edge technologies that allow us to innovate and experiment which creates unmatched career opportunities.
#MDEE
#DPGJOBS
Job Description
[Within Microsoft Digital (MSD) Organization, Global Support & Venture Integration delivers worldwide modern support experiences that consist of End User Support Services, Global Helpdesk, Audio Visuals (AV) Link, AV Life Cycle Refresh, Application Helpdesk Support, Executive Support, Site Support, Venture & Integration Support and Site Infrastructure Deployment services. Global Support & Venture Integration provides these services to over 200k internal users across 90+ countries, via multi-year Supplier/Vendor Contracts enabling this Employee Experience. The Senior IT Service Manager is accountable for onboarding and deployment of new product support or services, overseas internal IT support operations, Partners across teams to support efforts to create automated or scalable solutions, provide insights to enable experience improvements and influence decisions with leadership, promote Microsoft technologies through experience and best practice sharing during IT Showcase session.
Qualifications
Qualifications:
Location: We are hiring in the following locations: Hyderabad, India.
Responsibilities
Responsibilities
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
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