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Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. 

The Azure Advanced Cloud Engineering & Supportability (ACES) Strategic is hiring Principal Customer Engineering manager to lead the EMEA team. We are leaders in delivering and innovating engineering support capabilities that enable customer success. We deliver high-touch engineering engagements for Mission Critical customers on Azure. This leader is accountable for end-to-end engineering support delivery, demonstrating a critical partnership with internal and external stakeholders.   This role serves as the highest escalation point for the EMEA business, driving customer satisfaction and is a manager of managers’ position.

This role requires strong leadership, operational and strategic skills to lead a high performing organization of managers and individual contributors responsible for providing world class Azure experience to our customers. You will work with industry-leading companies and directly partner with engineering teams within Azure to deliver solutions and new capabilities.  

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.

Responsibilities

People Leadership: 

Managers deliver success through empowerment & accountability by modeling, coaching & caring.

Model: Live our culture; Embody our values; Practice our leadership principles.

Coach: Define team objectives & outcomes; Enable success across boundaries; Help team adapt & learn.

Care: Attract and retain great people; Know every employee’s individual capability and aspiration; Invest in the growth of others

Set the vision for the team, create clarity on priorities, lead and support the team in delivering results

Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps managers become better leaders.

Remove barriers to agility to enable the team to shift priorities quickly without losing productivity. 

Lead a Customer Obsessed Mission Critical Delivery Organization: 

Ensure team and internal stakeholders across Microsoft deliver against capabilities aligned with Mission Critical offering promise

Develop and execute strategy to upskill organization with skills required to adequately support Mission critical customers

Establish strong connections partner with and influence various senior internal stakeholders, as well as customer executives both reactively (driving the most complex and critical incidents to quick mitigation) and proactively (driving improvement plans for solutions resiliency, platform improvements, support execution, and customer health)

Enable a customer obsessed environment where team members can relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues. 

Build a team culture that thrives on customer obsession, where team members go above and beyond their immediate issue at hand to delight the customer and can predict and resolve the next issue before the customer reports it. 

Continual Engineering Improvement: 

Build a framework where the team works closely with Azure engineering teams advocating for customers, partnering to resolve their most complex issues and driving product improvement based on learnings.

Create standards and best practices that simplify and optimize support capabilities, and drive adoption across multiple service teams across Azure, as well as to our broader Azure support delivery teams. 

Create an environment that fosters innovative approaches to automating customer solutions. Establish tight integration with Cloud Engineering System to continually improve the Azure support tooling and diagnostics capabilities. 

Qualifications

Required Skills:

• Demonstrated service delivery management skills with a track record of delivering successful outcomes. 

• Demonstrated ability to lead large cross functional teams of 100+. 

• Executive presence and demonstrated ability to build, extend and maintain partner relationships to meet current and future customer needs. 

• Ability to simplify and communicate vision, strategy to organization and stakeholders 

• Interpersonal skills, with the ability to build rapport with Customer Executives and stakeholders at multiple levels

• Ability to make the right judgement calls under pressure and influence without authority

Required/Minimum Qualifications: 

• Bachelor’s Degree AND proven years’ experience delivering solutions and support to enterprise customers or equivalent experience 

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Preferred:

• Bachelor’s Degree AND proven years’ experience delivering solutions and support to enterprise customers or equivalent experience 

• People management experience 

#azcxp #cxpaces

Strong communication skills with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .