With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology i***estments.

Thousands of front line advisors will be depending on you, as well as our customers (external and internal). No pressure.

We are looking for someone who can understand a fast moving e***ironment that is constantly evolving and improving and grab hold of all of the various change elements to ensure they land smoothly and that the customer is continually delighted.

If you don’t have the network of contacts already you’ll need to develop it quickly, you’ll need to understand change requests of all types and be able to asses their impact on front line.

Managing the change through to delivery and conducting post implementation reviews to help us continually learn and improve will be a core pillar of your role.

You will need to know when to push back, when to accept change into the system and critically how to represent front line teams to the wider business and the wider business back to front line.

The ideal candidate will have managed substantial changes in complex service e***ironments and have a track record of successful project management and communication/ influencing skills.

Core Responsibilities:

• Create and maintain an ‘All Up’ view of the change pipeline – collating data from multiple teams
  

• Create and utilize an ‘Agent Saturation’ scorecard/ assessment tool that evaluates and manages the amount of change for our front line – ensuring it is always sustainable

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  Develop relationships with key stakeholders that enable open discussion about operational ability to deliver change and that challenges the operation to do/ be more
  

• Represent the operational teams throughout the change process – being the Voice of the Agent (VOA) and Voice of the Customer (VOC)

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  Ensure changes are planned for and that the resources required are available to deliver effective change and world class customer experience

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  Ensure training material and communication is fit for purpose and sets us up for success (right channel, right content, right time).

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  Ensure agent support tools, self-service and online content are properly utilized, synchronized and up-to date to deliver the best results from change initiatives
  

• Conduct post change reviews to capture learning and deploy this into future changes to ensure ongoing learning for individuals and the organization

Success Criteria: includes:

• Smooth delivery of change in a planned and controlled way

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  Strong relationships with wider business and their active engagement of your input

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  A gated process to manage change and maintain control – without slowing the business down or being seen to impede trajectory
  

• Documented programme management process and stakeholder maps
  

Skills & Qualifications:

• 10+ years of business leadership experience; self-motivated, confident working at a senior executive level and comfortable working in a matrixed organization
  

• Demonstrated skills in building organizational partnerships - across a matrixed network in CSS Support Business Units and CSS non -delivery organizations..
  

• Demonstrated experience in combining strategic thinking with ability to execute at a tactical level, while being a leader in an influencing role for a large matrixed global org.
  

• Demonstrated people management skills, appropriately planning and prioritizing, and delegating resources to most high impact work, and building a strong team that is able to lead through influence.
  

• Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  

• Relevant Bachelor’s degree or experience commensurate with job expectations for this leadership position is required.