Service Operations Manager

We are looking for an Service Operations Team Manager to join the Next Generation Managed Services (NGMS) Team for our Employee Experience (EE) and Customer Service Centre (CSC) teams, part of the Microsoft Division Productivity portfolio. 

This role is to manage both the Customer Service Centre and the Employee Experience Resolve Group teams, who both, support, optimise and maintain our customers’ environments and service end user requests, primarily around Microsoft services. 

Your responsibilities will centre around maintaining the best practices associated with the five pillars of security, cost optimisation, reliability, performance efficiency and operational excellence within the Azure Well-Architected Framework. 

You will spend your time managing the EE and CSC teams who respond to incidents and service requests via our ITSM monitoring tool (ServiceNow ITOM). 

In addition, you will also be responsible for ensuring the delivery of Video Managed Services (VMS) to existing and new clients. 

You will also be a Service Owner of new and existing NGMS services and will be accountable and responsible for the delivery of the services with specific attention on the proactive run and operate activities, looking at automation and improved ways of working to deliver value to our clients and efficiencies within the team.