Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Industry Solutions helps Microsoft customers around the world get the best outcomes from their investments in the latest Microsoft cloud technologies. We focus on empowering customers on their digital journey, from envisioning new possibilities to delivering solutions that result in targeted business outcomes and a great customer experience.

This position is open for Hyderabad, Noida and Bangalore.

Modern Service Management Consultant 
Modern Service Management Consultants (MSM) part of the Modern Work Domain are skilled in driving improvements to business and IT Alignment for customers through their extensive experience in process improvements and requires awareness of market and industry trends. A key area of impact for the role is assisting customers to transform their IT service delivery and operations to become cloud ready. Modern Service Management Consulting practice utilizes various service management frameworks and Agile practices to provide guidance for customers to improve alignment of technology to business value. This alignment drives increased customer satisfaction and confidence in utilizing Microsoft platforms and services. This is a fantastic opportunity to be part of a passionate, dynamic, and stimulating practice in an organization that empowers you to make a difference for our customers. 

Team/Department Mission 
 Modern Service Management Consultants work with customers to help define and refine process, reduce risk by analyzing the underlying reasons for IT service failures, and deliver expert guidance for service Improvements that drive tangible benefits and enhance the overall quality of service that a customer’s IT organization provides.
We achieve this by working with customers to further develop and enhance their IT Service Management strategy and capabilities, with a focus on enabling customers to understand and realize the opportunities of cloud while reducing any uncertainties that may impact on people and processes that migrations to the cloud can bring.  We spend time understanding our clients’ unique business drivers, identify and plan to mitigate potential issues, and integrate our guidance into their IT support and delivery practices.  The processes, strategies and approaches we implement become relevant, reusable, and robust as they are designed with our customers end goals in mind.

Responsibilities

Key Accountabilities
Success for a Modern Service Management Consultant is measured by: overall customer satisfaction, interaction with customers, written and verbal communications, and feedback from virtual teams with regards to the quality of sales and project delivery.  As with any Consulting role, achievement of the expected utilization target is key to success.
 
Key Success Criteria
A successful Modern Service Management Consultant is viewed as a trusted advisor by customers and partners. To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.
The Modern Service Management Consultant role is primarily focused on the delivery of high quality ITSM advisory services that will result in exceptional customer satisfaction and increased cloud services consumption. We adapt standards, frameworks such as ITIL®, ISO20000, Agile practices and help customers adopt those parts that work for them in the way that they need to deliver on their own business expectations. For the MSM Consultant, increasing return on investment for customers by driving down service cost, improving availability and helping customers realize expected benefits of both internal and cloud-based services through modern service management guidance.

Knowledge, Skills and Experience

Essential Experience
The candidate requires a good understanding of operational support services, and experience in leading a support or operations management service would be viewed favorably. For more senior levels, demonstrable hands-on Service Management experience across several disciplines will be expected, with exposure and experience of transitioning IT services to cloud service providers an advantage.
 
Technical/Functional Skills
The candidate’s background may include a technical focus and an awareness of systems management technologies. Within your previous operations process experience you should be familiar with some of the following:  DevOps, Agile, IT Governance frameworks such as COBIT, IT standards like BS15000 and ISO20000, business value methods like Gartner TCO, and project management frameworks such as PMP® or PRINCE2®. Knowledge of refining support and management practices for Microsoft Cloud platforms is highly desirable. 

All MSM roles are expected to maintain a working knowledge of Microsoft cloud products and services by undertaking various product / technical certifications to remain current, and therefore any Microsoft technical Certifications related to Azure, Microsoft 365 and Dynamics 365 is an advantage. 

The candidate must have the ability to develop solutions to common Service Management challenges, using our M365 and Azure platform and product set, to assist in driving consumption and business value.

Personal Attributes/Professional Skills
Modern Service Management Consultants provide key input into customer strategic planning for IT services.  Exceptional strategic planning skills are required to enable a consultant to determine business requirements, develop customer strategies and develop plans to achieve the business requirements identified.
 The ability to communicate at all levels of an organization from line management through to the CIO is critical to the success of this role. Modern service management concepts are frequently abstract, and the candidate needs to be sufficiently confident to articulate and discuss these both in verbal and formal written documents as a part of customer engagement scoping, project delivery planning and delivering against complex project outcomes. As communication is a key attribute of this role, the candidate will need highly effective and demonstrable consulting, written, verbal, and presentations skills.
Candidates should be comfortable in delivering workshops and whiteboarding sessions remotely to geographically distributed Customer base.

Qualifications

Qualifications

Candidates should demonstrate proficiency in oral and written English language skills.
Certification in either ITIL® v3 Expert, ITIL® v4 Managing Professional or ITIL® v4 Strategic Leader is a prerequisite however relevant Industry experience will be considered.
•    Working knowledge of Agile / DevOps delivery (Advantageous).
•    Azure or M365 certifications (Advantageous).
•    Experience of working within Azure migration projects and / or operational environments would be desirable
•    Experience in Sec Ops and Fin Ops (Advantageous)

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.