Service Manager, Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.   The EMEA Technical Services Organisation (TSO) is part of Microsoft Customer Experience & Success and plays a critical role in delivering world-class support experiences that help customers realise business value from Microsoft technologies. Operating across a large, diverse and complex region, EMEA TSO partners across Customer Service & Support, Customer Success, Engineering, Sales and Delivery to ensure customers receive a consistent, high-quality service experience.    The organisation is focused on strengthening customer trust, improving operational health and enabling consistent execution across the region. This includes driving incident readiness and response, improving service quality, using data and insight to identify opportunities for improvement, and embedding AI-enabled ways of working to scale service effectiveness.   The Service Manager Manager leads a team of Service Managers responsible for end-to-end service performance across a defined customer portfolio, geography or solution area. The role is accountable for translating EMEA TSO priorities into operational outcomes, ensuring consistent service delivery and driving measurable improvements in customer experience, service quality and team capability.    This is a people manager role requiring strong operational judgement,  cultural and business transformation capabilities , customer focus and the ability to lead through ambiguity. The role holder will work across Microsoft teams to resolve complex support challenges, strengthen service governance and build a scalable, predictable  operational health, architecture stability  and support model for customers across EMEA.   Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

People Management: You will deliver success through team empowerment and accountability by practicing management excellence principles like model, coach, care. You will enable the individuals on your team to operate in the service delivery details by helping unblock, make connections, facilitate, address escalations, support team and individual growth  focusing on cultural and business transformation capabilities to bring AI in the flow of work.   Customer Resolution: Manage resolution of highly sensitive, political, visible, and reputational issues and act as a primary contact for escalated issues and build strategic cross-functional relationships to resolve systematic customer issues and provide coaching and mentorship to Support Escalation Managers.   Collaboration: Promote the development of networks and provide guidance on leveraging relationships and identify reoccurring roadblocks across the team and escalate as needed.   Resolve strategic issues with functional leaders and provide expert direction for handling complex cases  to drive customer architectural stability and operational health at scale in a