Microsoft Digital Employee Experience & The Opportunity

Our Microsoft Digital Employee Experience organization has an immense opportunity to both help drive the future of Microsoft, as well as accelerate the company’s transformation in this ever-changing fast paced digital world.  Our organization is for those individuals who want to be strategic partners to the business in addition to having an immense opportunity to create innovative solutions across a vast portfolio of products and services.

Global Support (GS) delivers worldwide modern support experiences that consist of Global Helpdesk, Tech Link, Audio Visuals (AV) Link, AV Life Cycle Refresh, Application Helpdesk Support, Executive Support, Site Support, Venture & Integration Support and Site Infrastructure Deployment services.  Global Support provides these above services to over 170k internal users across 90+ countries, via multi-year Supplier/Vendor Contracts enabling this Employee Experience.

The IT Manager is accountable for deployment and operation of IT-related services, which support the Microsoft businesses internationally, and promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers. 

The IT Manager is the field IT person delivering the foundation services that keep Microsoft locations connected including:

Deploying and operating IT services to our internal end users in Engineering Groups, Global Delivery, Customer Support and Services and R&D Centers around the world

Collaborating with other IT Teams to prioritize and plan the infrastructure and services roadmap for all Microsoft locations

Interacting with Site Leadership Teams to set the user expectations as well as working towards the user experience improvement

Enabling productivity through targeted “Work Smart” end-user Education.

Delivering high-impact customer engagements to support Microsoft in driving revenue, market share and Customer and Partner Experience

This position will be reporting to the Area IT Manager, based in Singapore and responsible for managing multiple Microsoft sites consisting of MCAPS Asia & APAC HQ, MBO ROC, and CO+I Asia, with presence of Experience Center Asia and MTC.

Responsibilities

Core Focus Areas:

Help Power the Digital Transformation

Defining IT services, process optimization opportunities and align with peer IT Managers globally to deliver improvements aligning to regional commitments and business requirements.

Fiscal responsibility and budget oversight to help drive accuracy

Providing quality and regular communication to end user clients and/or partners

Jointly review with the other MS Digital teams, end user sentiment feedback and develop an action plan to address any improvement areas

Driving adoption of new and improved services, identify productivity challenges and develop and execute readiness plans to meet required targets and increase end user productivity

Partnering with workplace services team to expand and transform sites into most connected, accessible, and sustainable Intelligent Workplace.

Advocate for our Customers

Supporting commercial engagements by sharing best practices and experiences through the IT Showcase program

Evangelizing & driving awareness to increase customer engagements

Supporting and encouraging adoption of all Microsoft Beta testing during product development cycle activities through local communication and readiness activities; and provide field insight feedback to relevant teams

Contribute to Modernizing MS Digital

Supporting your peer IT community in managing outages and communicate with Service Management to evolve services and address issues

Partnering and collaborating with teams from IT Service Management, Facilities, Finance, Security to drive excellence in delivery and communications

Driving excellence in delivery and support in addressing issues, communicating and evolving services

Collaborating with your peers, innovative ways for adoption and deployment, creating scenarios/case studies and anticipating/modeling how IT may be managed in the future

MS Digital seeks someone who is collaborative, dedicated, a quick learner and adaptable (will be able to pick up a new technology with relative ease).

Qualifications

Skills Required:

Proven experience of IT operations or service experience for a multi-site / multi-country organization, including infrastructure deployment, user support, or IT management related experience

Fluent in English language

BS/BA in Computer Science or related discipline (preferred)

A total of 10+ years’ experience with at least 5+ years of those in vendor/procurement/services

Strong written and oral communication skills, including public speaking abilities for both technical and business audiences. Ability to communicate at all levels in the organization as well as the ability to translate technology solutions into business solutions

Willingness to travel regionally and internationally

Work across different time zones

Ability to deal with ambiguity and respond to unplanned demand

High emphasis and focus on Customer Satisfaction

ITIL/Six Sigma training/certification (desirable)

Proven ability to work under minimum/remote supervision

ADDITIONAL CONTEXT: 

The role will be based in Singapore Frasers Tower office and may manage several Microsoft sites spanning across multiple cities in APAC region.

The core areas of focus are: 

Optimize IT

Working with the Area IT Manager to define IT improvements within the sites and deliver these improvements in line with regional commitments and business requirements. Operational Excellence is a key requirement for our delivery of our IT Infrastructure Services

Drive IT Discretionary budget planning process for assigned sites in collaboration with the respective groups in IT and local Finance teams across the Asia’s region/globe

Support other IT Managers in managing outages that are not solved using normal escalation processes as well for regional wide outages

Ensure to provide quality communication to clients in the subsidiary

Manage demand and effective prioritization to optimize the use of the IT Management workforce via resource and capacity management

Drive adoption of new and improved services deployed in the Field through the provision of IT Readiness sessions to increase productivity of the users

Work with the Area IT Manager to identify productivity challenges onsite and develop and execute readiness plans to meet required targets and increase user productivity

Promote evolution of IT services to internal and external stakeholders

Communication with Service Management to evolve services and address issues

Partner with the members of the Service Management functions, Facility, Finance, Security to drive excellence in delivery and communications

Strengthen Business Partnership

Jointly review with the other IT Managers on Customer Satisfaction scores by country and develop an action plan to address issue areas based on identified IT Management components

Lead with Innovation Thinking

Support all Corporate Beta testing during product development cycle activities through local communication, readiness activities and feedback to Corporate Engineering groups

Ensure to analyze the requirements of the area/countries and sites on driving innovation closely collaborating with Corporate Engineering groups

Develop in collaboration with your peers, innovative ways to adoption and deployment, creating scenarios/case studies and anticipating/modeling how IT may be managed in the future

Support Inside Track

Support commercial engagements by providing competitive advantage through the IT Showcase program

Promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers

Evangelize and grow the impact of IT Showcase

Engage with internal Showcase clients to ensure awareness regarding the ITCC services available

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. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.