Your Responsibilities

• Nurture the Microsoft culture in the team, fulfilling the Model, Coach and Care expectations through:

• Attract, Develop, and Retain Talent

• Deliver Results Through Teamwork

• Role Model Microsoft Values

• Commit to Performance Management and Recognition Program.

• Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer and field escalations - and as necessary take ownership to produce a positive customer outcome.

• Manage the day-to-day support business within your team.

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

• Position and support your team to succeed by maintaining focus on the fundamentals (case load and backlog mgmt., throughput and resolution, removing roadblocks within CSS or into Engineering, encouraging collaboration and use of all solution assets, reinforce CARE (Communicate Effectively - Accountable - Resourceful - Empathetic) behaviors and CSS Strategies, etc.)

• Assure team members are ready (working with your Technical Advisor and Readiness Leads where applicable) - technical skills, soft, professional skills, required training, cultural initiatives, industry certifications and standards, etc.

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

• Contribute to and help drive Product, Technology, Service, Solution and Process improvement.

• Contribute to the success and implementation of CSS and CSS Division led programs, initiatives, communications at the team level.

Qualifications

Manager for local language team in MEA, knowledge of the local market combined with international experience is required.

Language Qualification

English Language: fluent in reading, writing and speaking.

Arabic Language: fluent in reading, writing and speaking.

Qualifications and Experience 

Bachelor degree in Computer Science, Information Technology, or related field AND 3 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 1+ years of experience of managing people

OR

5 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 2+ years of people management experience

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.