Senior Technical Program Manager, Service Management Lead

Job Description

Overview

Our team sits at the heart of Microsoft’s AI & HPC business – shaping and delivering the next generation of supercomputing. As Technical Program Manager, Service Management Lead you will utilize your innovative thinking and proven track record of driving change to align with the evolving needs of one of our largest and most significant customers as well as partnering with them to shape and disrupt markets through adoption and innovation of Microsoft technologies. You will be a part of the creation, implementation, and successful execution of a complex program and lead the end-to-end customer experience, responsible for the success and outcomes of run state services that support an integrated solution provided by Microsoft Product Groups and select partners.

This role will allow you to showcase your leadership and technical skills to directly help customers at the most senior levels of the company. You will have the opportunity to impact both Microsoft’s strategy and the world-wide mission of one of the largest and most forward-leaning customers to whom Microsoft has the unique privilege of being the preferred technology and innovation partner. The customer’s scenarios will be lighthouses for their markets and present an opportunity for Azure and Microsoft to learn and grow, create transformative technology offerings, and advance competitive advantages.

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.

Responsibilities

Be accountable for all service operations and partner effectively with delivery teams to oversee all aspects of the day-to-day operations of the service across Microsoft and external partners
Be a key contributor to the most senior governance boards that include customer and Microsoft executive stakeholders
Orchestrate the seamless transition from the implementation phase to the operational phase and verify that all service requirements are met
Be accountable for the overall availability, business continuity, security, social value, risk management and innovation strategy of the Service
Manage the partners and coordinate with other suppliers to identify and resolve any issues that may impact the overall performance of the service
Monitor and manage the performance of the integrated service delivery against SLA / KPI thresholds. Track the quality of required deliverables and report on the effectiveness of the managed services delivery against the baseline plan. Participate in regular service review meetings representing managed services, furnishing service quality and status reports to customer management. Ensure governance activities occur in line with account management and quality outcomes
Establish long term relationships with senior leaders in a highly technical scientific and engineering customer to be able to influence and manage customer expectations. Be an effective customer escalation point of contact for production issues and serve as a vocal customer advocate inside Microsoft

Qualifications

Required Qualifications:

Proven experience in engineering, product/technical program management, data analysis, product development OR equivalent experience.

Proficient in managing cross-functional and/or cross-team projects.

Experience in managed services including demonstrated depth in managing critical and complex customer situations or incidents, customer relationship management, vendor management, contracts, service delivery management, and engagement governance.

Proven experience leading complex IT operations and technology projects including demonstrated depth in managing critical production workloads ideally in the cloud, adapting ITSM / monitoring / security tools and processes to improve operational outcomes, optimizing service delivery models as requirements change, managing operations and engineering production teams, managing executive relationships.
This role will require UK security clearance. Applicants must also be willing to undergo security clearance checks by the UK Government.

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.

Preferred Qualifications:

High Performance Computing experience in an operational role with specific knowledge depth in workflows and schedulers.
Deep ethos and understanding of customer needs and the methods by which to surface articulated and unarticulated needs.
Ability to work at executive levels across groups – Engineering, Consulting, Commercial, Legal, and Senior Executives as well as across international teams to deliver a unified and coordinated One Microsoft experience. Must be amazing at making others great and building on others’ ideas to arrive at business outcomes.
A diverse and inclusive view of our customers and employees such that he/she enables and inspires, attracts, develops, and retains people to do their best work on the team.
Dependable organizational and people leadership skills and the ability to look around corners and proactively lead the team to transform the culture.
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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. 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.

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