Microsoft Corporation Senior IT Service Operations in Redmond, Washington

If your dream job is one where you can have an impact multiple times a day on Microsoft personnel all over the world, then this opportunity is for you! As part of Microsoft IT, Enterprise Infrastructure Services the Incident Management team within is searching for a Redmond-based Program Manager to drive key initiatives and build stakeholder relationships across a multi-region global team. The team’s mission is to provide quality customer experience through operational excellence, resilience, and process.

In this role, you will utilize your Agile program management skillset and technical acumen to solve complex problems turning requirements into successfully launched projects. A key element of success will be your ability to autonomously and effectively partner with non-invested internal / external counterparts to deliver, deploy and drive solutions, feature adoptions, and more. You will be responsible for evangelizing these features with the business and to our customers through various channels.

A successful candidate will have a track record of identifying and developing strong partner relationships, virtual teams, all while driving key initiatives to completion. The candidate will require a clear understanding of IT line of business (LOB) applications, software development lifecycle, and ITIL support methodologies while possessing an exceptional aptitude for learning quickly. Effective project management experience via Agile, Scrum, Extreme Programming, and Waterfall methodologies etc.. are a must.

Key Job Responsibilities:

• Project Planning/Execution: Manage multiple complex processes and projects simultaneously through effective collaboration.

• Communications: Develop standard communications model, templates, training, and publications. This position will require proper articulation of program; the candidate must grow to be comfortable and have the self-awareness to effectively present to senior leaders.

• Operations Management: Represents Incident Management service end-to-end when interacting with vendors, stakeholders and customers. Drive process for mitigation and support with a standardize, simplify, and automation mindset.

• Strategy: Define and advocate a well-supported technology and business vision, strategy and tactics to deliver on those opportunities.

• Service Improvement: Partner with stakeholders to continually improve the predictability of our service and enhance our service offerings.

This position requires strong communication skills, great organizational agility, and strong planning skills. Candidates must function well in a global team environment and be capable of driving change. Candidates need to be organized with a proven track record and ability to successfully drive initiatives to close, impact and collaborate with both internal and external personnel, all while having passion and drive for excellence. Critical thinking and problem-solving skills are required. The ability to think quickly, and perform process and data analysis for discussions is needed in this role.


• PM experience (required) with strong ability to write and tell user stories, KPI’s, evangelize, etc.

• 5+ years of operations support and/or incident service desk experience

• 5+ years of proven project management experience required

• BS/BA or MS/MA/MBA in related field or equivalent work experience

• Demonstrated track record in successfully spearheading projects and company initiatives aiding people, process, and systems

• Proven ability to take on complex systems, processes, projects while driving towards simplification and automation improvements

• Excellent problem solving, negotiation, and decision-making skills in a dynamic environment

• Experience in working dotted-line and/or distributed team environments

• Track record of strong capabilities in influence & impact, as well as collaborating

• Solid understanding of Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) guidelines

• Familiarity with Software Development Life Cycle (SDLC), Agile, Scrum, Extreme Programming, and Waterfall methodologies.

Basic Qualifications

• 5+ years of operations support and/or incident service desk experience

• 5+ years of proven project management experience required


• Understanding of Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) guidelines

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

Information technology (IT) & operations