Director, Service Management

Microsoft's Critical Envriornments Systems Intelligence team is looking for a Director, Service Management to join their team. 

The Critical Environments Systems Intelligence group (CESI) is responsible for establishing global Critical Environment (CE) infrastructure requirements, standards while delivering CE efficiency and optimization programs and projects, that support 24/7/365 mission-critical CE instrumentation infrastructure within Microsoft’s global datacenters. 

The Critical Environments Systems Intelligence team is part our our Cloud Operationsand Innovation(CO+I) team, which is the engine that powers Microsoft's cloud services. The teamis responsible for designing,building andoperating our unified global datacenters; managing the demand planning and capacityutilization of our unified infrastructure; and responsible forall of the operations needed to run the physical infrastructure (including supply chain, hardware, power, security, and workflow teams). We focus on smart growth with an emphasis on automation, data driven engineering,cost-effectiveness and environmental sustainability. 

We deliver the core infrastructure and foundational technologies for Microsoft's over 200 online businesses including Bing, MSN, Office 365, Xbox Live, Skype,OneDrive and the Microsoft Azure platform.Our infrastructure is comprised of a large global portfolio of more than 100 datacenters and 1 million servers. Our portfolio is built and managed by a team ofsubject matter experts working 24/7/365 to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide. 

At the forefront of the action inCO+Iis ourCritical Environments Hardware and Service Engineering team.   

Required/Minimum Qualifications

• Bachelor’s Degree AND 6+years experience intechnology service management,program management,engineering or related field.
  • or equivalent practical/work experience. 
• 4+ years people management experience, particularlymanaging a global service management team including Service Operations and Lifecycle management, withadditional consideration for experience starting teams from early maturity 
• 3+years experience managing cross-functional, cross-organizational team projects  

Other Requirements:

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.

Additional or Preferred Qualifications:

• Bachelor’s degree and 10+years experience in technology service management, program management,engineering or related field --or equivalent practical/work experience. 
• Effective oral and written communication skills, including the ability to communicate with senior executives and customers. Experience influencing with and without authority. 

• Prior experiencemaintaining datacenter Critical Environment systems and applications. 
• Certification or working knowledge of continuous improvement paradigms including, but not limited to,Lean /Six Sigma Green Belt or Black Belt,TQM,etc.  
• Working knowledge of vendorsupport contract terms, conditions, mechanism, and procedures. 
• Ability to escalate, report and engage as needed to ensure a project is delivered as needed across teams. 
• Certifications in Project Management (PMP, CSM,etc.).   
• Service or Quality Management certification in ITIL, ISO, SixSigma or equivalent work experience.  
• Proven history working across teams and managing stakeholders to create lasting relationships that produce valuable outcomes. 
• Experience organizing and overseeing the design, engineering, and integration of multiple concurrent, complex solutions, meetingproperly planned and funded budget, timeline, features/functionality. 
• Demonstrated ability driving the delivery of useful documentation artifacts. 
• Ability to balance competing demands for resources and adapt to changing priorities. 
• Proven ability to apply clear critical thinking in complex, stressful situations. 

Technical Program Management M5 - The typical base pay range for this role across the U.S. is USD $133,600 - $256,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $173,200 - $282,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:https://careers.microsoft.com/us/en/us-corporate-pay

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 theAccommodation request form.

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

#COICareers

Critical Environment SystemsIntelligence team is seekingan experienced people manager to lead a new Service Management team focused on Critical Environment industrial controls and telemetry systems.The team is a collection of service managers, critical environment technical experts, and service management platform program managers. This Director roleis responsible for leading and overseeing the team’srapid maturity acceleration in people skills, processes, and platform/tooling to support a growing fleet of CE telemetry capabilities.  

In close collaboration with peer teams and stakeholders, this rolewillleada teamof service engineers, technical SMEs, and platform/integration program managers charged with the design, integration, and operational support for CO+I’s Critical Environment Telemetry systemsacross all datacenters. The primary accountabilities for the role aremanaging thedistinct services within CESI. Thisincludes defining andmeeting Operational SLAs, security mandates, and relatedpost-deployment telemetry service management and sustaining operations. The key areas of responsibility include ensuring the CEtelemetry infrastructure meets planned capacity needs for existing and upcoming sites, collaborating to ensure that the associatedtechnology stack meets evolving design, security, and compliance standards, and providing 24/7/365telemetry infrastructure operational support. This individual will use a growth mindset to develop, foster, and leverage partnerships with CESI engineering teams, peer teams, Datacenter Operations teams,andCO+Iteams responsible for the design and delivery of datacenters. 

The ideal candidate willpossess a range ofservice managementexperienceincludingdefiningoperational SLAs,creating serviceroadmaps,reporting on monthly service metrics and availability while fostering a continuous improvement mindset. The candidate will work closely with infrastructurearchitecturein building, managing, andmaintaining services. They will also work with Microsoft partners in the evolution of hardware and software features which support Critical Environment work.