IT Service Operations

Are you passionate about delivering a world class support operations service? As part of Microsoft IT, the Global Helpdesk and Incident Management team (aka Worldwide Incident & Service Delivery Management-WWISDM is searching for a Redmond-based Principal Service Operations lead to drive key initiatives and build stakeholder relationships across a multi-region global team. The team’s mission is to provide quality customer experience through operational excellence, agility, and process.

This is a high visibility position that requires frequent contact with senior leaders within Microsoft, as well as suppliers and Microsoft customers. As such the successful candidate has a track record of identifying and developing strong relationships and virtual teams. Vendor contractual and performance management is key, as well as architecting successful internal and external engagements. This leader also needs to possess a proven ability to dotted-line manage distributed teams and work in a global environment.

A clear understanding of roles and responsibilities is required. Clear understanding of IT line of business applications, software development lifecycle and support methodologies is required.

The person hired must have a combination of excellent communications skills and organizational planning with excellent and negotiations skills while managing virtual teams in parallel.

Key Job responsibilities:

• Manage service improvement initiatives and activities to increase customer satisfaction. This includes development of actionable and strategic plans, leading virtual teams to drive execution of initiatives and effectively managing outsource vendor relationships.

• Vendor Management: Create and lead outstanding vendor relationships with our outsourced partners, as well as internal and cross group stakeholders, customers, and teams.

• Communications: Develop standard communications model, templates, training, and publications. This position will require updates to Directors, Sr. Directors, and GMs so candidate must be comfortable and have the self-awareness to effectively present to senior leaders

• Operations Management: Represents the entire Service Desk and Incident Management service end-to-end model when interacting with vendors, stakeholders, and customers. Define SLA’s/OLA’s and negotiate service agreement to include consistency with corporate and IT policies and expectations.

• Financial Management: Drive forecasting and actuals for resource, demand, and project management as needed

• Portfolio Management: Develop an effective intake and management process to the requests made across Service Desk and Incident Management teams – entrepreneurial thinking is encouraged

• SLA/OLA’s: Lead SLA/OLA standards and negotiations to meet customer requirements along with continuous planning, negotiation, and refinement. Lead overall OLA’s between teams in support of customer-facing SLA and align with overall execution of incident management service offerings. Creativity and innovation mindset in service offerings and differentiated services

• Project Planning/Execution: Manage multiple complex processes and projects simultaneously through effective collaboration.

• Service Improvement: Partner within peer organization and other stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback balanced against business priorities. Identify and resolve gaps in team approach to delivering the service, which results in increased performance, reliability, and/or other aspects of service offerings

Qualifications include:

This position requires strong communication skills, great organizational agility, and strong planning skills. Candidates must function well in a global team environment and be capable of driving change. Candidates need to be organized with a proven ability to make the correct decisions under pressure, provide effective influence, impact, and collaboration both internal and external, and create an environment of motivation, passion and drive for excellence. Critical thinking and problem-solving skills are required. The ability to think quickly, and perform analysis for data-driven discussions is needed in this role.

Basic Qualifications:

• 6+ years support related management and supplier management experience

• 6+ years of demonstrated work experience in the IT industry

• 6+ years of Helpdesk operations and/or incident and service desk management

Preferred Qualifications:

• BS/BA or MS/MA/MBA in related field

• Solid understanding of Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) guidelines

• Familiarity with Software Development Life Cycle (SDLC)

• Demonstrated track record in building organizational capability including people, process, and systems

• Proven ability to take on complex systems and processes and drive simplifications and improvements

• Excellent problem solving, negotiation, and decision making skills in a dynamic environment

• Experience in working dotted-line and/or distributed team environments

• Track record of strong capabilities in influence & impact, as well as collaboration

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.