GB JOBS: Senior Services Ops at Microsoft

Microsoft IT is for those IT professionals and business technology professionals who want to be strategic partners to the business and be the first place to create innovative

solutions using all of Microsoft’s products and services. Microsoft IT provides career growth

opportunities, a rewarding and flexible work environment so you can better

integrate professional and personal life. Unlike other IT organizations,

Microsoft IT employees make global impact on thousands of customers and

thousands of employees who use Microsoft software and services.SummarySite Operations is accountable for field deployment and operation of Microsoft

IT services in the field. This function ensures consistent and systematic

delivery of applications and infrastructure programs and projects in the field,

which support the Microsoft businesses internationally, and promote Microsoft

technologies through experience and best practice sharing during IT Showcase

sessions with external customers. The Site Operations teams are the local IT presence in the field delivering the

foundation services that keep the Field connected.

• We represent the last mile in deploying and operating the IT facilities to

our customers in Subsidiaries, R&D Centers and Regional Operating Centers

around the world

• We work with Corporate IT teams and Field IT business relationship managers

to prioritize and plan the infrastructure and services roadmap for all Field

locations

• We deliver targeted Work Smart education to enable the Field population to

access the productivity available from our products and services

• We deliver high-impact customer engagements to support the Field in driving

revenue, market share and CPEThe role will be based in Lagos – Nigeria and will manage the Microsoft sites

in West East Central Africa (WECA). 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 key requirement for our delivery of our

IT Infrastructure Services.• Drive accuracy and provide input into the forecasting process of Site Operations

IT Management (+/-3% for IT Push quarterly forecast) • Ensure to meet IT Push budget for IT Management team in EMEA. • Drive IT Discretionary budget planning process for Microsoft WECA in

collaboration with the respective groups in IT and local Finance teams across

the EMEA’s region/globe• Support other EMEA’s/region IT Managers in managing outages that are not

solved using normal escalation processes as well for regional wide outages• Drive IT Management process optimization cross areas and align with peer IT

Manager• Ensure the submission of a monthly/quarterly IT communications to the

business with high quality and relevant content around IT• 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• Formally engage with Business Relationship Manager to support account

planning and deliver against conditions of satisfaction.• 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 IT Service Management function, Facility,

Finance, Security to drive excellence in delivery and communications.Strengthen Business Partnership• Formally engage with Business Relationship Manager (BRM) on Condition of

Satisfaction (CoS) to identify IT Management components and implement action

plan for IT Management• Jointly review with BRM business partner surveys (BPS) and customer

satisfaction scores by country and develop action plan to address issue areasLead with Innovation Thinking• Support all Corporate IT Dog food (beta testing during product development

cycle) activities through local communication, readiness activities and

feedback to Corporate IT• Ensure to analyze the requirements of the area/countries and sites on driving

innovation closely collaborating with Corporate IT 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 IT Customer Connection program (ITCC)• Support commercial engagements by providing competitive advantage through the

IT Customer Connection program. • Support commercial engagements by providing competitive advantage through the

ITCC program• Promote Microsoft technologies through experience and best practice sharing

during IT Showcase sessions with external customers• Hitting the ITCC Showcase and CIO event targets and evangelizing and growing

the impact of ITCC• Engaging with internal Showcase clients to ensure awareness regarding the

ITCC services available. Work with the Area IT Manager to identify productivity challenges onsite and

develop and execute readiness plans to meet required targets and increase user

productivityRequired Qualifications: • Minimum 5 years of experience in End User Support and IT Management• Minimum 3 years IT Operations Management for a multi-site / multi-country

organization

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