Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a Director - Service Engineering, you will perform a key role in delivering the core infrastructure and foundation technologies for Microsoft's online services including Bing, Office 365, XBOX, OneDrive, and the Microsoft Azure platform.   

Empower Billions!   

The Cloud Operations + Innovation (CO+I) business is critical to delivering on this mission and vision, building and operating Microsoft’s cloud infrastructure, which is growing rapidly in response to unprecedented demand for Microsoft services. CO+I operates one of the largest cloud networks on the planet – comprised of more than 160 Datacenters, 130+ edge sites, 2+ million miles of fiber, and millions of servers and network and storage devices.  

The CO+I Operational Excellence team is seeking a Director - Service Engineering with the passion to drive innovation for the organization through connected systems and processes that scale the business. This leadership role and supporting Service Engineers work in partnership with developers, testers, and program managers, (typically early in the development process) to design, operate, grow, and improve large-scale, digital services offered to external customers. Strong interpersonal skills, using data to inform processes, effective collaboration across internal and external stakeholders, and the drive to continuously improve and achieve business objectives will be critical to success in this role.    

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 

Responsibilities

Provides thought leadership and subject matter expertise across a group of connected services to drive improving the suite of tools that supports them

Defines and communicates the program strategy including the overarching scope, prioritized requirements, business goals and deliverables

Partners with key stakeholders within the engineering team to ensure key milestones are delivered in alignment with executive level goals

Leads the planning and design of a service delivery system that defines tools, hardware, processes, role assignments, dependencies, and documentation, resulting in a complete system that supports service delivery and meets KPIs

Uses expertise to design process or technology solutions that identify and resolve platform, system, deployment, and environmental issues prior to production release, and that ensure an on-time release and measurable improvements against KPIs.

Monitors and evaluates results; reports clearly, concisely, and consistently with stakeholders on progress and as well as problems and solutions all the way up to the executive level

Implements and manages change when necessary to meet project objectives and key results

Triages problems and prioritizes them against key risks to the business. Drives the adoption of a solution across multiple service teams.

Provides leadership within the business by developing innovative methods for measuring the customer experience, and uses this data to identify and drive service and business improvements

As a Director - Service Engineering, some of the skills that will contribute to your success in meeting performance objectives include: 

Operational Planning & Project Management: Show structured thinking, planning, and the ability to execute by working through others, influencing without authority, and dealing with ambiguity. 

Exceptional written and Interpersonal skills: Communicate effectively and concisely with stakeholders, senior managers, and leaders about our programs and objectives 

Customer/Stakeholder Focus: Gather stakeholder impressions of services and programs, integrating this feedback into decision making. Allocate and align resources to optimize the stakeholder and partner experience. 

Performance Goal and Standards Setting: Develop and communicate to realistic timelines via plans that consider potential obstacles and immediate + long-term consequences. 

Understand datacenter business objectives: Critically review multiple plans and adjust as needed. Proactively communicate and address necessary trade-offs. 

Flexibility and Adaptability: Regularly scan the environment to help anticipate changes that could affect key programs and projects.

Effectively changes plans, goals, actions, or priorities to respond to changing situations. 

Strengths in problem solving, issue-resolution, attention to detail, and ability to balance multiple priorities. 

Ability to synthesize information, business requirements, and stakeholder needs to make informed decisions and provide recommendations. 

Strengths in problem solving, issue-resolution, attention to detail, and ability to balance multiple priorities. 

Strong sense of ownership, urgency, drive, independence, and flexibility. 

Ability to think strategically while also staying on top of required day-to-day tactical execution, manage tradeoffs, and evaluate opportunities along with generating new ideas to meet business goals. 

Strong analytical and quantitative skills; experience using data and metrics to test theories, confirm or disprove assumptions, and measure success. 

Ability to collaborate and influence without direct authority across multiple levels of an organization, work through ambiguity, successfully manage complexity and multiple priorities, self-motivated and thrives on minimal supervision, and work under continual deadline pressure in an extremely changeable and fast-paced environment.  

Qualifications

Required Qualifications:  

Bachelor’s Degree in Computer Science, Business, Management, Communications, Engineering, other applicable fields of study, combined with relevant work experience. 

5+ years’ experience with technical program and project management skills or other relevant industry experience leading multi-disciplinary initiatives or projects. 

Preferred Qualifications:

MBA or other advanced degree preferred. 

Certification or equivalent experience applying Lean, Six Sigma, PMI, PMP, or other process improvement and project management methodologies. Experience with other applicable frameworks also a plus.  

Ability to facilitate change management. Awareness of IT Service Operations fundamentals (ITIL, MOF, OLA/SLA, CSI, etc.) an added benefit. 

Previous experience with MS Cloud Services and Platforms (e.g. Azure, Office 365, Dynamics 365, Microsoft Power Platform, Azure DevOps, etc.). 

Experience with reporting and data analysis systems & platforms (e.g. PowerBI). 

Experience with developing and implementing organizational frameworks, standards, and processes. 

Excellent communicator that can interact with diverse groups across organizational levels. 

Ability to implement new processes and get buy in from cross functional global teams. 

Experience leading discussions and presenting business & technical information to senior executives, C-suite, customers, and stakeholders.  

Demonstrated experience and success with delivering cross functional programs, including ownership, and driving results.  

Experience within a data center environment, manufacturing, logistics, facility management, maritime engineering, energy sector, oil and gas industry, healthcare, or another type of operations environment is a plus.  

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.

#COICareers

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the

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