The Customer Service and Support (CSS) organization is responsible for being the front line to our customer's as we support them in their usage of our products. Our mission is the same as Microsoft's to Empower every person and organization on the planet to do more.
In support of the technologies in our Cloud and AI business we are constantly needing to transform our delivery operations, as we are supporting some of our customers most complex and business critical applications and solutions that are often the backbone of their businesses.
The CSS C&AI Transformation Program Leader will be responsible for leading the global projects that will drive this transformation. We are looking for an exceptional individual who has deep experience in delivering operational support for customers, who has global experience driving transformation programs, and who brings the intellectual curiosity to quickly understand the business and determine ways to leverage technology, people and process to elevate the performance of this global organization.
We are looking for an individual who can answer 'Yes' to these questions:
Prefer transformation and project management experience in an enterprise environment
Prefer delivery experience on complex project/programs (10M+)
Demonstrated ability to encourage teamwork and collaboration through effectively managing change
Problem solving and escalation management; in a complex environment
Experience managing projects with multiple work streams and partners
Demonstrated strategic planning ability
Demonstrated experience developing and managing to budgets
One Microsoft, One Services
Microsoft Services, with over 21,500 employees worldwide, is dedicated to delivering on Microsoft's mission to empower every person and every organization on the planet to achieve more. We are the voice of support services, the trusted advisor of consulting services, and the source of the world's best enterprise strategies. Simply put, Services helps customers and partners get the most out of their technology investments. For more information, visit www.microsoft.com/Services.
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.
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
Lead a virtual team of Project Managers and other roles
Drive global transformation projects and programs to enhance delivery and operational excellence
Bring your experience to provide insights to the transformations in progress and transformation that will be initiated to drive significant step change, incremental and continuous improvement
Be an active member of the WW CSS C+AI Leadership team
Be a strong team player, assisting the overall team and your peers to achieve success
Ensure that you and the teams you lead, are exemplars for the behaviors and standards expected for a world class delivery organization
Continuously maintain your professional skills through training, certification and, most importantly, by successfully delivering complex programs
Be an active member of the World-Wide Project Manager community
Be willing to engage internationally
You will participate as part of an integrated team with the following additional responsibilities for:
Maintain program delivery quality and customer and stakeholder satisfaction, among other metrics
Ensure strong program governance
Foster and maintain relationships with senior external and internal stakeholders to correctly manage expectations and achieve successful program outcomes
Make others successful
This will also include:
Deliver programs of work within the constraints of a scope, schedule, feature, functionality, and budget
Ensure that you, your team, and the program operate within Microsoft and customer policies and guidelines
Cost and schedule performance
Establish a strategy of continuous risk management that enables proactive decisions and actions throughout the program life cycle
Throughout the program, consistently evaluate the team's activities to identify opportunities for the creation or reuse of Intellectual Property (IP)
Active engagement of your peers to support you in the successful execution of your role
Active sharing of experience and learnings with the broader Project Management Community within Enterprise Services through mentoring, publishing, presentation and participation in community activities
Work with and manage partners effectively