Responsibilities

As the Regional Critical Environment Program Manager (RCEPM) supporting the datacenter campuses in your region, you will partner with other key regional stakeholders and on-site field management teams to establish the global CE program strategy and drive consistent program implementation across our datacenter facilities in region. You will be responsible for the team that coordinates the tactical planning and governance of the CE program while enabling the build out, onboarding and operationalization of new datacenter capacity and key aspects of the ongoing operation. This role requires a data driven leader with experience in enterprise-level operations. 

People Management:

• Manages delivering success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
• Help others identify growth opportunities, develop skills, and build development plans.
• Leading and managing a team of CE Program Managers and their ongoing talent development

Service Delivery

• Communicates to stakeholders and applies advanced diagnostic expertise during service incidents, implements strategies for preventing recurrence, and mitigating impact of issues.
• Monitors services and KPIs, OKRs, SLAs, and OLAs, reports trends and service anomalies, and creates framework for improving performance.
• Enables others to design service solutions that reduce the risk to deployment and potential environmental issues. 
• Manages assigned projects or programs to meet service delivery objectives.
• Participates in pilot programs or task forces to ensure smooth implementation for future service delivery.
• Exercises judgment and discretion to contribute to issue tracking the overall quality of the end-to-end service and client satisfaction.
• Sets expectations and offers alternatives when defining customer solutions appropriately and keeps commitments.
• Collaborates with stakeholders to drive improvement on availability, performance, and compliance.
• Effectively communicates with senior leadership, clients, and partners (e.g., upcoming service impacts and outages, delivery dates, requirements, project status, new initiatives).
• Drives service implementation, adoption, training, quality audits, and the education of support teams to enable the best support and service levels.       

Data Center Work Environment:

• Realizes that changes impact the work of others and proactively shares relevant information to enable efficient workflow.
• Knows when he or she does not have the required information and seeks additional information or clarification appropriately.
• Leads change in plans, goals, actions, or priorities to respond to changing situations and champions course corrections. 
• Works with partner teams and supports others through change management.
• Recognizes priority of team success over individual achievement.
• Supports team goals and contributes to the success of others.
• Collaborates and negotiates effectively with others to identify delegates to deliver results. 

Ownership

• In alignment with management priorities, holds self accountable for the end-to-end service quality, completeness, and resulting customer experience.
• Identifies unaddressed issues within his/her area of work and resolves, escalates, or finds the appropriate owner to ensure the highest level of quality.  

Other

• • Embody our culture and values

Qualifications

Microsoft reviews all applications that meet the below Required Qualifications:

For this role, you are welcome to apply if you meet the following: 

Required Qualifications:  

• High School Diploma or equivalent
• Experience in a datacenter or other mission-critical service environment (e.g., high-availability assembly/manufacturing/critical infrastructure environments such as data centers, oil and gas refineries, hospitals, pharmaceutical, manufacturing, or related fields)
• Experience in leading a diverse, technical team.

While not required, we also look for the following: 

Preferred Qualifications:

• Experience in Critical Environment infrastructures (e.g., UPS, Generator, AHU) AND 5+ years’ experience working in physical IT infrastructures (e.g., Servers, SANs, Networking, Capacity, DC Rack/Enclosures, structured cabling) AND Experience managing budget $500k+.
• Bachelor's Degree in Computer Science, Math, Telecommunications, Electrical/Mechanical Engineering, Supply Chain Management, or related field.
• Applicable certifications: ASICS/Inventory Control, CompTIA, Microsoft, Network Certifications, CCNA Certifications, ITIL v3 Foundation, Microsoft Operations Framework (MOF) Certifications, Leadership Development Certifications, PMP, CDCP.