Dynamics for Microsoft (Support) Lead, Engineer and Advocate Support Technologies, Customer Services and Support (CSS), Worldwide (WW) Services With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments. From end-to-end, Microsoft Customer Service and Support (CSS) is transforming the way we support our customers, and we want you to be a part of it! CSS is a dynamic large global organization that delivers great customer experiences across all Microsoft products every day. In CSS, our vision and our promise is to Drive Customer Success with a Modern Support experience across the customer lifecycle. We aspire to
Primary accountabilities include: Delivery enablement • Manage development environment for delivery tools and ensure intentionality of tooling • Maintain and ensure availability, adoption of delivery and case mgmt. tools to enable measurement and drive consistency across SBUs • Coordinate tools activities for new product launches • Provide tools to support incidence reduction through automation Operational enablement • Conduct quality control and ensure reliability of tools and technology • Ensure tools availability, drive adoption, and collect feedback Stakeholders and Partnerships • CSS Stakeholders
Key Skills required: • 10+ years of business experience; self-motivated, confident working at a senior executive level and comfortable working in a matrixed organization • Strong technical project management and execution experience with firm grasp of tools and technology development. Ideally experience leading complex packaged systems/services (ERP) implementation efforts. • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels • Excellent analytical, problem-solving, strategy, and decision-making skills, including proven