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Microsoft Digital Employee Experience & The Opportunity

Our Microsoft Digital Employee Experience organization has an immense opportunity to both help drive the future of Microsoft, as well as accelerate the company’s transformation in this ever-changing fast paced digital world.  Our organization is for those individuals who want to be strategic partners to the business in addition to having an immense opportunity to create innovative solutions across a vast portfolio of products and services.

Global Support (GS) delivers worldwide modern support experiences that consist of Global Helpdesk, Tech Link, 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 provides these above services to over 170k internal users across 90+ countries, via multi-year Supplier/Vendor Contracts enabling this Employee Experience.   

The Area IT manager (Director IT Service Operations) is a people manager role that is accountable for the end-to-end service delivery of the Global Support service portfolio across the greater APAC & ANZ regions reporting directly to the APJ Regional Director.

This regional role includes:

People Management– Manager of managers across the region. Drives team health initiatives, performance management, training & readiness & career management activities.

Deploying and Operate- IT services to our internal end users in Subsidiaries, R&D Centers and Regional Operating Centers around the world

Service Excellence- Developing seamless and consistent support experience by reducing complexity, enhancing tracking, and improving service levels through integrated processes, tools, and resources.

Customer engagement- Delivering high-impact customer engagements to support Microsoft in driving revenue, market share and Customer and Partner Experience

Cross Team Collaboration- Collaborating with other IT Teams to prioritize and plan the services roadmap for all Microsoft locations.

Stakeholder Management- Interacting with Senior Leadership Teams, both internally and externally.

Fiscal Management- Consistently managing areas of fiscal responsibility, contribute to budget definition.

This position will be reporting to the Regional Area IT Manager and will be based in Singapore or Sydney

Responsibilities

Help Power the Digital Transformation

Defining IT services, process optimization opportunities and align with peer Area IT Managers globally to deliver improvements aligning to regional commitments and business requirements.

Fiscal responsibility and budget oversight to help drive accuracy

Providing quality and regular communication to end user clients and/or partners

Jointly review with the other Employee Experience teams, end user Sentiment feedback and develop an action plan to address any improvement areas

Driving adoption of new and improved services, identify productivity challenges and develop and execute readiness plans to meet required targets and increase end user productivity

Advocate for our Customers

Supporting commercial engagements by sharing best practices and experiences through the IT Showcase program

Evangelizing & driving awareness to increase customer engagements

Supporting and encouraging adoption of all Microsoft Beta testing during product development cycle activities through local communication and readiness activities; and provide field insight feedback to relevant teams

Contribute to Modernizing Employee Experience 

Supporting your peer Area IT community in managing outages and communicate with Service Management to evolve services and address issues

Partnering and collaborating with teams from IT Service Management, Facilities, Finance, Security to drive excellence in delivery and communications

Driving excellence in delivery and support in addressing issues, communicating and evolving services

Collaborating with your peers, innovative ways for adoption and deployment, creating scenarios/case studies and anticipating/modeling how IT may be managed in the future

Employee Experience seeks someone who is collaborative, dedicated, a quick learner and adaptable (will be able to pick up a new technology with relative ease).

Qualifications

Proven experience of IT operations or service experience for a multi-site / multi-country organization, including infrastructure deployment, user support, or IT management related experience

Proficiency in Microsoft Products & Services

Fluent in English

BS/BA in Computer Science or related discipline (preferred)

A total of 10+ years’ experience with at least 5+ years of those in vendor/procurement/services

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.

Work across different time zones.

Ability to deal with ambiguity and respond to unplanned demand.

High emphasis and focus on Customer Satisfaction.

ITIL/Six Sigma training/certification (desirable).

Proven ability to work under minimum/remote supervision.

#MSDIGITAL#EEJOBS

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.