Full Job Description
At Microsoft, we embrace the company mission to help empower every person and every organization on the planet to achieve more. Every product we build, every service we provide, and every service experience we deliver is grounded in this mission. Today, we live in a mobile-first, cloud-first world, and the transformation we are driving across our businesses is designed to enable Microsoft and our customers to thrive in this world. To learn more please visit: https://careers.microsoft.com/mission-culture
Check out all our products at: http://www.microsoft.com
Microsoft Core Services & Engineering & The Opportunity
Our Microsoft Engineering organization has an immense opportunity to both help drive the future of Microsoft, as well as accelerate the company’s transformation in this ever-changing fast paced digital world. Our organization is for those individuals who want to be strategic partners to the business in addition to having an immense opportunity to create innovative solutions across a vast portfolio of products and services.
The Principal IT Service Operations role manages the Book of Work for the deployment of the Audio/Video (AV) Infrastructure to all Microsoft facilities around the world for both Lifecycle refresh & site construction-based demand. The onsite A.V infrastructure is the foundation of the Meeting Support experience across Microsoft locations. The role includes:
Contract Management - Managing multiple contracts with vendors specialized in AV Project, Program and Portfolio Management across the world.
Vendor Management - Managing relationship with suppliers. Analyse KPIs across multiple services and proactively remediate service health to ensure that service and operation levels are met.
Fiscal Management - Consistently managing areas of fiscal responsibility, contribute to budget definition.
Stakeholder Management - Partnering with international teams to prioritize and plan the deployment of Audio/Videos infrastructures for all Microsoft locations.
Service Management - Deploying Audio/Video infrastructures as part of the yearly Life Cycle Refresh program and installations for new sites, site expansions, site retrofits and site acquisition (Venture Integration), for all Microsoft facilities globally
Escalation Management - Serving as the single point of accountability and/or escalation for the deployment of the Audio/Video Portfolio
Cross team collaboration - Interacting across CSE organization for planning and deploying AV standards and with Microsoft Leadership teams to set the end user expectations as well as working towards improving the IT experience
This position will be reporting to the Infrastructure Deployment Area Manager.
Microsoft Core Services & Engineering provides a new hire onboarding program, career growth, ongoing technical training, mentorships, as well as a rewarding and flexible work environment so you can better integrate professional and personal life. Microsoft Core Services & Engineering seeks someone who is collaborative, dedicated, a quick learner and adaptable (will be able to pick up a new technology with relative ease).
Help Power the Digital Transformation
Partnering with Real Estate & Security team to expand and transform sites into the most connected, accessible, and sustainable Intelligent Workplace.
Leading, defining, and optimizing Audio/Video infrastructure deployment services. Align with Area IT Managers, CSE Service Managers and CSE Engineering globally to deliver improvements aligning to regional commitments and business requirements.
Managing the insights collection from the deployment back into the engineering design.
Driving adoption of new and improved deployment of IT services for Real Estate & Security portfolio with focus on Audio/Video solutions.
Contributing to define AV standards, their adoption and managing the standard deviations.
Advocate for our Customers
Supporting commercial engagements by sharing best practices and experiences through the IT Showcase program
Evangelizing & driving awareness to increase customer engagements
Contribute to Modernizing CSEO
Partnering and collaborating with teams from IT Service Management, Real Estate and Security, Finance to drive excellence in delivery and communications.
Managing multiple, complex technologies, services, and project portfolio simultaneously
Driving excellence in addressing issues, communicating, and evolving IT Infrastructure deployment services. Providing quality and regular communication to end user clients and/or partners
Fiscal responsibility and budget oversight to help drive accuracy
Assemble monthly service review presentations and business management communications
Managing relationship with vendors, and related contracts and budget. Conducting operational review with suppliers for Quality and Service Level Agreement review.
Provide training, coaching and guidance to peers and vendors, growing best practices throughout the organization
Lead a consistent delivery excellence rhythm and ensures alignment with key internal stakeholders.
Identifying process gaps, defining, implement and measure efficacy of improvement plans
3 + years' experience in IT, Project, Portfolio Management.
A minimum of a Bachelors degree in IT, Software Engineering, Software Development, or a related field, or equivalent alternative education, skills, and/or practical experience is required.
The candidates must possess at least 5 years of proven leadership experience in managing large project portfolio managing vendors that delivering our IT services, project deployment and operations across the world.
Proven experience of IT operations or service experience for global scale/multi-sites/multi-countries project portfolios.
Fluent in English
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.