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Job
Description
Job
Category: Operations
Location:
Lagos, NG
Job ID:
839814-113380
Division:
IT
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.
Summary
Site
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 CPE
The 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 areas
Lead 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 productivity
Required
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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