Senior IT Service Manager

Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business insight, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders , digital transformation change agents, and customer advocates.

We are looking to hire a Senior IT Service Manager. This position will be reporting to the Global Director for IT Service Management. 

This position is based at the Redmond campus, with 3 days per week work in the office and 2 days per week work from home. Relocation assistance is available. 

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required Qualifications:

• 4+ years experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management
  • OR equivalent experience.
• 4+ years of leadership experience managing a large project portfolio, managing vendors that deliver IT services, project deployment (IT infrastructure) and operations.
• 3+ years of project management/ service management experience, with a recognized qualification (ex: PMP, Prince2, ITIL, etc).
• Experience with IT operations or service experience for global scale/multi-sites/multi-countries project portfolios, with demonstrated ability in end-to-end service compliance, quality, and client satisfaction.

Preferred Qualifications:

• 3+ years of experience with data analysis, ability to tell the data story and drive improvement opportunities with related certification (e.g. Six Sigma). 
• 3+ years of experience with contract, suppliers, and budget management. 
• Demonstrated experience delivering innovative improvement plans that focus on maturing the service and lowering costs.
  

Corporate Technology Support IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until October 8, 2025.

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.

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As a Corporate Technology Support Specialist in MSD Global Support, you will be the Senior IT Service Manager, which will allow you to:

• Lead and manage Book of Work execution, deploy Network Infrastructure for Microsoft Puget Sound Construction projects (e. New Offices, Office Relocations, Office Expansions etc.).
• Lead and oversee day-to-day IT smart hands support in Puget Sound for key workstreams such as E911, Network, and Telecom, ensuring the team effectively handles incident management, backlog reduction, SLA adherence, and operational continuity.

Help Power the Digital Transformation

• Partnering with Real Estate, Network Engineering & Security teams to expand and transform sites to be the most connected, accessible, and sustainable Intelligent Workplaces.
• Leading, defining, and optimizing IT infrastructure deployment services. Align with Microsoft Digital Service Managers and Engineering globally to deliver improvements aligned to business requirements.
• Managing insights’ collection from the deployment back into the engineering design.
• Driving adoption of new and improved deployment of IT services for Real Estate and Security portfolios with focus on Network Infrastructure solutions.
• Ensuring compliance with Security and Networking Engineering directives and standards.

Advocate for our Customers

• Supporting commercial engagements by sharing reliable practices and experiences through the IT Showcase program
• Evangelizing & driving awareness to increase customer engagements

Contribute to Modernizing Microsoft Digital 

• Continuously evaluating ongoing operations and processes for improvement, leverage AI to implement efficiencies and increase effectiveness.
• Partnering and collaborating with teams from IT Service Management, Real Estate and Security, Finance to drive impact in delivery and communications.
• Managing multiple, complex technologies, services, and project portfolio simultaneously
• Driving efficiency in addressing issues, communicating, and evolving IT Infrastructure deployment services. Providing quality and regular communication to end user clients and/or partners
• Fiscal responsibility and budget oversight to help drive accuracy
• Assemble monthly service review presentations and business management communications
• Managing relationships with vendors, and related contracts and budget. Conducting operational review with suppliers for Quality and Service Level Agreement review.
• Provide training, coaching and guidance to peers and vendors, growing reliable practices throughout the organization
• Lead a consistent delivery rhythm and ensure alignment with key internal stakeholders.
• Identifying process gaps, defining, implementing and measuring efficacy of improvement plans.