Lead, Service Management

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market. In the Technical Services (TSO) organization we are looking for people with a passion for delivering customer success. As a Lead, Service Management you will earn our customers’ trust and loyalty by swiftly mitigating the business impact of our customers’ most critical support issues. This opportunity will allow you to be responsible for the day-to-day management and administration of the team and ensure that customer and business expectations are met. You will manage a team of Service Managers in order to provide them with coaching, growth opportunities and CARE, ensuring that they are delivering maximum impact for their customers which they support.  Our Service Managers are positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. They work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.     We create an environment where you can do your best work and build a career both in this role as well as the wider Microsoft. As your interests and goals evolve, we will enable you to connect you with a diverse, thriving community that can help you grow. 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.

People Management:  You will deliver success through team empowerment and accountability by practicing management excellence principles like model, coach, care. You will enable the individuals on your team to operate in the service delivery details by helping unblock, make connections, facilitate, address escalations, support team and individual growth.     Customer Resolution:  Manage resolution of highly sensitive, political, visible, and reputational issues and act as a primary contact for escalated issues and build strategic cross-functional relationships to resolve systematic customer issues and provide coaching and mentorship to Support Escalation Managers.  Acts as an escalation contact to understand issues and improve the experiences of account-aligned customers independently. Supports the Service Managers as they maintain and develop relationships with various internal and external teams to resolve customer issues.  Acts as a leader and steering governance of projects to drive key strategic initiatives.  Is accountable for supporting the SMs with their inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.  Acts as a High Judgement Decision Maker to provide strategic direction and status updates to customers and internal stakeholders