Sr Field IT Manager - Microsoft - Fort Lauderdale, FL

Sr. Field IT Manager, South Cone

This position can be based in either Buenos Aires, Argentina or Santiago, Chile.

English & Spanish Fluency are required for this role.

Microsoft IT and User Experience Services seeks an IT Manager within the Site Operations organization. This position would be responsible for the assigned Microsoft offices within South Cone: Argentina, Chile, Uruguay, Bolivia and Paraguay and accountable for the following:

Ensuring highly satisfactory user experience of IT services for internal Microsoft users by delivering world-class and real-time IT end-user and infrastructure services

Being the trusted advisor for core IT infrastructure services for IT services and technology including but not limited to Network, Telecommunications, local server infrastructure, desk side support and other key IT services

Being a lead in execution of the site projects and IT infrastructure support

Drive technology adoption at sites and share the experience with Microsoft customers

Be able to act as a Single Point of Contact for Redmond and drive operational excellence within projects for global colleagues around the world

Responsibilities

Reporting to the Area IT Manager, this IT Manager position is accountable for:

Run the Utility: Work with the respective Area IT Manager to define IT improvements within the sites and deliver these improvements in line with area commitments and business requirements.

Operational Excellence: Develop and execute plans for beta products, evangelizing the products. Develop a migration plan to upgrade the sites to the latest release of MS product jointly collaborating with Business Groups on targets, timelines and readiness requirements. This position requires working with the respective Area IT Manager Lead to identify productivity challenges onsite and develop and execute productivity plans to meet required targets, as well as provide tactical deployment and support for all IT infrastructure and services including but not limited to Internet and WAN connectivity, wireless, telephony, local servers, cabling, and other key IT services. Additionally, this position will play a lead role in planning, delegating, prioritizing, and balancing workload for IT infrastructure support for all assigned sites.

Optimize IT: Drive accuracy and provide input into the forecasting process of User Experience IT Management (+/-3% for IT Push quarterly forecast), support IT Push budget requirements for the IT Management team in Americas – making sure budgets are met and tracked to. Drive IT Pull budget planning process for the assigned sites in collaboration with the respective groups in IT and local Finance teams. Support the team Area IT Manager in outages that are not solved using normal escalation processes as well for regional wide outages, acting as a focal point to drive IT Management processes to ensure optimization and alignment for smooth resolution. Develop and deliver a consistent communication mechanism with the business that is of high quality and relevant to clients within the subsidiary. Manage demand and effective prioritization to optimize the use of the IT Management workforce via resource and capacity management. Drive adoption of new and improved services deployed in the Field through the provision of IT Readiness sessions to increase productivity of the users.

Rhythm of the Business: Contribute to gathering and acting on customer feedback, conducting business reviews, budget planning, monthly reporting, attending team meetings and relevant conferences, populating and maintaining the business scorecard. As an IT Manager, the role will also be responsible for the team delivering against key commitments such as IT Showcase and Work Smart productivity training. This is a high profile role with visibility into a number of key stakeholders in various business divisions. This requires a person astute in communications, prioritization, planning and intimately familiar with key IT functions and tactical hands-on experience. The role must also exhibit customer focus as well as the ability to build strong customer/partner relationships with internal Microsoft Business Units and groups within Microsoft IT.

Process Improvement & Cost Awareness: In order to align with the growth and increasing requirements of the business, agile planning and execution is required. Likewise, our focus is on continuously improving processes as well as identifying cost savings/avoidance opportunities for IT services delivered locally.

Strengthen Business Partnership: Formally engage with Area Capability Leads to identify IT Management components and implement action plan for IT Management. Jointly review business partner surveys (BPS) and customer satisfaction scores across the Area and develop action plans to address issues and areas for improvement. Review relevant account plans by Area on a formal quarterly cadence.

Lead with Innovative Thinking: Support all Corporate IT First & Best activities through local communication, readiness activities and feedback to Corporate IT. Ensure to analyze the requirements of the area/countries and sites on driving innovation closely collaborating with Corporate IT groups. Develop (in collaboration with your peers) innovative ways to enhance adoption and deployment of IT services, creating scenarios/case studies and anticipating/modeling how IT may be managed in the future.

Support IT Customer Connection program (ITCC): Support commercial engagements by providing a competitive advantage through the ITCC program, promoting Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers. Attain ITCC Showcase and CIO event targets — evangelizing and growing the impact of ITCC. Engage with internal Showcase clients to ensure awareness and adoption of ITCC service offerings.

Communications: Formally engage with the appropriate teams to support account planning and deliver against satisfaction thresholds. Promote the evolution of IT services to internal and external stakeholders. Communicate with Service Management to evolve services and address issues. Partner with members of IT Service Management, Facility, Finance, and Security to drive excellence in delivery.

Qualifications:
BS/BA in Computer Science or related discipline (preferred)

A total of 10+ years’ experience with at least 5+ years of those in IT with infrastructure/service management/operations (Networking, Telecom, Servers), IT project management and deployment/adoption of Microsoft technologies (preferred)

Strong written and oral communication skills, including public speaking abilities for both technical and business audiences. Ability to communicate at all levels in the organization as well as the ability to translate technology solutions into business solutions

Willingness to travel regionally and internationally

Ability to deal with ambiguity and respond to unplanned demand

High emphasis and focus on Customer Satisfaction

Excellent knowledge of Microsoft’s core platform and infrastructure components

MOF/ITIL/ Six Sigma training/certification (desirable)

Proven ability to work under minimum/remote supervision

Basic Qualifications:
Experience and Skill-set: This is a list of the most important required and preferred areas of proficiency and professional experience that candidates for the role should possess. These should be specific, non-comparative, and objective. Examples are: “a Bachelor’s degree in Finance or related discipline”; “3+ years’ experience in field sales”; and “advanced proficiency in Microsoft Access, Oracle, or similar database program”.

Required:

• Basic understanding of networking, Microsoft understanding of technologies like Lync, Exchange and Office 365


• Proven ability to innovate at work


• Proven ability to properly prioritize workload requests


• Proven ability to work under pressure and multitask


• Proven ability to work under minimum/remote supervision


• Work schedule flexibility and willingness to work overtime as required

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard

to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability,

veteran status, genetic information, or any other protected status.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.