With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Cloud Solution Architect Manager (CSA Manager) is a people manager role reporting to the Support for Mission Critical Time Zone Lead (CSA Manager) for EMEA. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) Cloud Solution Architect Engineers in addition to the business accountabilities that underpin this delivery practice.
The CSA Manager is accountable for a team of highly-specialized Cloud Solution Architect 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 in EMEA ensuring the seamless delivery, collaboration and shared goals across the team.
This role is flexible in that you can work up to 100% from home.
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.
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.
• Experience in Support Services.
• People manager/leader with people management experience (required)
• Industry, support or consulting management experience.
• 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.
• Strong interpersonal, presentation and communications skills.
• Bachelor’s degree in Business, Computer Science, Information Technology, or related field required (or equivalent experience)
• Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
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