Language Qualification
English Language: fluent in reading, writing and speaking.

Qualifications & Experience M4/M5/M6
Bachelor degree in Computer Science, Information Technology, or related field AND 3/5/7+ years of operational excellence, delivery management, account management, sales, or vendor management experience AND 1+ /3+/5+ years of experience of managing people
OR
5/7/15+ years of operational excellence, delivery management, account management, sales, or vendor management experience AND 2+/5+/5+ years of people management experience

Your Responsibilities
• Nurture the Microsoft culture in the team, fulfilling the Model, Coach and Care expectations through:
• Attract, Develop, and Retain Talent
• Deliver Results Through Teamwork
• Role Model Microsoft Values
• Commit to Performance Management and Recognition Program.
• Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer and field escalations - and as necessary take ownership to produce a positive customer outcome.
• Manage the day-to-day support business within your team.
• Foster collaboration with other technology teams to improve the customer experience.
• Position and support your team to succeed by maintaining focus on the fundamentals (case load and backlog mgmt., throughput and resolution, removing roadblocks w/in CSS or into Engineering, encouraging collaboration and use of all solution assets, reinforce CARE* behaviors and CSS Strategies, etc.)
• Assure team members are ready (working with your Technical Advisor and Readiness Leads where applicable) - technical skills, soft/professional skills, required training, cultural initiatives, industry certifications and standards, etc.
• Establish connections across CSS and externally (to Engineering and Microsoft Services) to influence and improve team effectiveness.
• Contribute to and help drive Product, Technology, Service, Solution and Process improvement.
• Contribute to the success / implementation of CSS and CSS Division led programs, initiatives, communications at the team level.

*CARE:
Communicate Effectively
Accountable
Resourceful
Empathetic