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.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Success Engineer – IT Service Management
Are you passionate about IT Service Management and the cloud? Do you love technology but have a passion for Process and optimization? Do you want to be part of a team that has a go-to-market solution around ITSM Technology automation and service delivery solutions? These are key components to Microsoft’s Cloud Strategy. If so, you have found your dream job posting.
The Microsoft Modern Service Management practice is looking for an IT Service Management Success Engineer to work largely with enterprise customers on complex projects. The successful candidate will have expertise in Cloud Services such as Azure and Office 365, a background in IT Leadership, IT Service Management principles, executive presence and consulting skills. The consultant role requires ITIL knowledge, broad technical knowledge (including Microsoft and non-Microsoft products), and the ability to provide solutions by mapping customer business problems to reusable end-to-end process, and process-combined-with-technology, solutions. Demonstrated ability to engage in IT and business executive discussions related to availability, agility, business value, costs, security management, disaster recovery, and the value of process in an enterprise environment is required.
The ideal candidate is one who brings both the experience and business acumen of a seasoned professional along with a growth mindset and passion for continuously learning in order to bring the best solutions to our customers.
Responsibilities
1. Lead customers through Modern Service Management best practices
2. Deliver ITSM Services engagements including Workshops, Assessments, Service Improvement programs and other IT Operations consulting services
3. Deliver high-quality engagements in both large scale project environments and smaller, single staffed engagement models.
4. Demonstrate the ability to engage in IT and business executive discussions related to availability, agility, business value, costs, security management, disaster recovery, and the value of services and process in an enterprise environment is required.
5. Work through complex SOW’s to determine the appropriate deliverables and outcomes and further define as needed.
6. Knowledge transfer and sharing best practices with team members that help enhance the quality and efficiency of customer service and process management.
7. Establish effective working relationships with the Microsoft Business Groups by working through appropriate escalation channels.
8. Work as one Microsoft to establish strong relationships with Microsoft Field Sales, MCS, Premier and other internal resources as appropriate. This position has frequent engagement interaction with Microsoft Corporate customers, MCS and Premier account contacts, and Customer Support staff.
9. Identify new opportunities and work with account teams identify, pursue and close strategic business development opportunities while continually driving add-on business within existing.
Role Requirements:
1. ITIL v3 Expert certification or ITIL V4 Foundations with significant experience and have applied knowledge of real-world environments across the service lifecycle (strategy, design, transition, operations, continual service improvement).
2. O365, Azure and or other cloud experience
3. Awareness of technical knowledge (including Microsoft System Center, and non-Microsoft products)
4. Awareness of other technologies such as Microsoft Active-Directory, SharePoint, SQL and SQL Analysis Services, and a demonstrable ability to quickly learn and apply technology competencies is a plus.
5. Map solutions to customer business problems and process-combined-with-technology solutions.
6. Experience in both Service Support and Service Delivery focus areas
7. Demonstrated experience running an IT operation combined with consulting and project management skills.
8. Non-Theoretical Process to Technology Mapping (taking process design and mapping to ITSM technology, and conversely, bringing technology boundaries and design basis into process design)
9. Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery.
10. Applies advanced operations analysis skills and experience in principals of ITIL/MOF, Project Management, Six Sigma, ISO20000, BS15000, and CMM to define appropriate customer solutions.
11. Awareness of other technologies such as Microsoft Active-Directory, SharePoint, SQL and SQL Analysis Services, and a demonstrable ability to quickly learn and apply technology competencies is a plus.
12. Excellent organization, communication, project management, problem-solving skills.
13. Proven business acumen.
The ideal candidate has a BS/BA or MS/MA/MBA in CS, EE, MIS, Business or related field, or equivalent work experience, combined with years of relevant working experience including Enterprise environments and Consulting experience
Additional desired experience:
Modern service management
Cyber Security familiarity/ experience
Large Scale Desktop/Laptop migrations or upgrade
Datacenter management and consolidations and competitor tools such as Remedy, BMC, Service Now, Etc.
IT Operations manager or director level experience
Consulting experience
The successful candidate must hold a passport and is willing to travel 70% of the time, to be a part of this exciting, growing and awesome team.
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.