Microsoft Looking For Support for Mission Critical (SfMC) Manager at Atlanta, GA Full Time

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 to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

The Cloud Solution Architect Manager (CSA Manager) for the Americas is a people manager role reporting to the Support for Mission Critical Time Zone Lead (CSA Manager) for ATZ. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) customer engineers in addition to the business accountabilities that underpin this delivery practice.

The CSA Manager is accountable for a team of highly-specialized Customer Engineers who serve as deep technical advisors driving successful delivery for Mission Critical enhanced support. In addition, they will collaborate with other Cloud Solution Architect Managers across EMEA, Americas and Asia to ensure consistency of readiness and delivery. The CSA Manager drives delivery execution through team preparedness, precision delivery, overall utilization & high customer satisfaction in a cost-efficient manner. The CSA Manager may be involved in pre-sales and planning as it relates to capacity planning and delivery planning. There will also be some responsibility for business development activities in your designated geography, working with global blackbelts (GBB), architects and Customer Success Unit stakeholders.

In this role you will be leading a highly diverse team located across the Americas ensuring the seamless delivery, collaboration and shared goals across the team.

Responsibilities

Drives customer satisfaction and services revenue through delivery resource development, direction and mentorship.

• Drives the staffing process by balancing customer technology needs with resourcing expertise in the team and hires appropriate technical talent to meet the demands of our customers.
• Drives and is responsible for billable utilization goals.
• Participates in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels.
• Drives visibility at Area/Sub level around Support for Mission Critical offerings and supports pipeline and contract renewals review.
• Influences and manages account team and customer expectations around

Mission Critical solutions and leads value driven conversations.

• Works successfully with customers, up to the C level, to understand their business objectives and to ensure that their investment in Microsoft support is being realized.

Works effectively across multiple roles to successfully achieve business goals.

• Conducts overall performance management, including mentoring, assessing resource impact, rewards, etc.
• Drives technical and professional role readiness across their team.
• Recognizes and develops team members’ strengths, aligned to capability needs, resulting in strong delivery results
• Consistently handles areas of fiscal responsibility, staying within budget, and effectively staffing, and leading resources
• Generates an inclusive workgroup environment, which encourages cross-group collaboration.
• Communicates vision, business direction, & workgroup core priorities.
• Demonstrates excellent leadership and business impact in driving key business initiatives.
• Ensures Governance activities occur in line with Support for Mission Critical standards.

A successful CSA Managers focus areas include: Strong leadership, Operational Control (operating and budgeted expense), and Resource Allocation (headcount and staffing plans). You will need to lead and motivate others, evaluate talent, have a high level of selling and customer/partner service skills as well as have the ability to think strategically.

Qualifications

Required/Minimum Qualifications

Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field AND 8+ years experience in Support Operations including:

Support Operations including help desk or tier 2/3 or vendor support teams.

Experience in Support Operations within Cloud Services

Experience in operating strategies that eliminate redundancies, automate processes/systems, increase production output, and enhance productivity, quality, and efficiency improvements. Strong service delivery, time, project and priority management skills. Strong interpersonal skills and the ability to work with customers at the C level. Experience with managing critical and complex customer situations or incidents.

OR Master’s Degree in Computer Science, Information Technology, Engineering, or related field AND 6+ years in Support Operations including:

Support Operations including help desk or tier 2/3 or vendor support teams.

Experience in Support Operations within Cloud Services

Experience in operating strategies that eliminate redundancies, automate processes/systems, increase production output, and enhance productivity, quality, and efficiency improvements. Strong service delivery, time, project and priority management skills. Strong interpersonal skills and the ability to work with customers at the C level. Experience with managing critical and complex customer situations or incidents.

OR equivalent experience.

Strong people manager/leader with at least 3 years people management experience.

Must be available to be on call as often as one week every 8 weeks (24×7) for escalation and management support.

Preferred Qualifications

• Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.

Candidates must be available to start within 30 business days post offer acceptance (internal) or background check completion (external). This role is only available in the USA.

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 Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.