Responsibilities

Continuously nurtures the Microsoft culture in the team

Provide guidance and coaching to team to produce a positive customer outcome.

Manage the day-to-day support business within your team ensuring operational standards and good practice are applied.

Foster collaboration with other technology teams to improve the customer experience.

Work with TA/ Readiness leads/Learning & Development Team and make sure available learning capabilities are leveraged to ensure team readiness

Establish connections across CSS and externally (to Engineering and Microsoft Services) to influence and improve team effectiveness.

Contribute to the success & implementation of programs/ Initiatives and Product, Technology, Service, Solution and Process improvements

Act as a Customer Aligned Manager where applicable and ensure a positive customer support experience for an assigned Microsoft Top Account – across other teams and technologies

We are looking for an intellectually curious, customer-obsessed Support Engineering Manager (SEM), who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft’s customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

Qualifications

Education / Work Experience

Minimum: Bachelor's degree in Computer Science, Information Technology, or related field AND 3+/5+/8+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 5+/7+/10+ years of operational excellence, delivery management, account management, sales, or vendor management experience

Preferred: Bachelor's degree in Computer Science, Information Technology, or related field AND 5+/8+/11+ years of operational excellence, delivery management, account management, or vendor management experience OR 7+/11+/15+ years of operational excellence, delivery management, account management, or vendor management experience

People Management

Minimum: M4: 1+ years of experience of managing people; M5/M6: 3+/5+ years of experience of managing managers

Preferred: M4: 2+ years of experience of managing people; M5/M6: 5+ years of experience of managing managers