Microsoft Corporation Architect Manager in Cambridge, Massachusetts

Come join the new Enterprise Services WW Cross Domain Delivery (CDD) team! Microsoft Services is dedicated to delivering on Microsoft’s mission to empower every person and every organization on the planet to achieve more. As one of the largest divisions inside Microsoft - with over 21,500 employees worldwide - this diverse team includes architects, consultants, support professionals, sales, and business leaders who serve customers in 191 countries and 46 languages. Simply put, we help customers get the most out of their technology investments. We are proud to be the face of Microsoft to many of our customers and partners. The power of that connection, in addition to understanding how they use our products helps us deliver the voice of our customers back to our business groups to make our technology and Microsoft even better.

As a worldwide organization, CDD helps deliver customer success by bringing together specialized skills in partnership with Account-aligned Delivery in the Areas and the five Domains - Business Productivity, Secure Infrastructure, Business Applications (formerly Dynamics), Applications (formerly Modern Applications), and Data and AI (formerly Data Insights).

This specialized sixth domain, CDD teams consist of: Cross Domain Solutions Architects (CDSA); Industry Architects; Global PMO; Adoption and Change Management (ACM); UX; Test; Remote Delivery Center (RDC); MSM; and Enhanced Support Services (Support for Mission Critical (SMC) and Enhanced Application Support (EAS)).

The WW IT Service Management (MSM) organization, as part of this sixth delivery domain, helps customers operate in the new cloud model, driving service management customer-centric product and process improvement. We are a global team of exceptional people who sell and deliver world class services, earning customer confidence, trust, and loyalty by improving the overall customer and partner experience, and serving as the customer advocates within Microsoft for driving process improvement.

Responsibilities

The Americas TZ Architect Manager leads a team of MSM solution architects and will be responsible for contributing strategies to deliver services from the MSM portfolio. These architects will work together with other key roles as part of the Lead to Order process i.e. Pursuit Leads, Domain Architects and Account Aligned Delivery Teams. These complementary combinations should be market desirable, maximize customer value and are highly and consistently deliverable. The incumbent will do so in alignment with corporate goals, industry trends, and customer business requirements through pre-sales architecture leadership and solution delivery quality oversight.

The Architect Manager responsibilities include: contributing to the delivery architecture for MSM, development of customer executive relationships where appropriate, pre-sales process oversight, quality improvement activities, and people management. The role is involved in business and technical risk management as well as the entire pre-sales and delivery lifecycle, with broad focus on solution architect talent, consistent delivery, innovation and technology alignment.

The Architect Manager collaborates with other practices in CDD, delivery Domains, Account Aligned teams, Strategy, Solutions and Operations (SSO) and other key stakeholders. The role will work closely with the Americas MSM Time Zone (TZ) Leader and Delivery Excellence to help maintain a healthy delivery portfolio, while partnering with the worldwide SSO teams to help improve existing and develop new offerings.

Duties of Architect Manager include:

  • People Management

  • Resource & capacity planning for the Solution Architect Team

  • Drive on-boarding and ongoing training of Solutions Architects

  • Help to define readiness and training approach and activities for the architect team

  • Career and performance management of a team of architects

  • Recognizing excellence: supporting, rewarding and encouraging key technical leaders

  • Being a visible role model: demonstrating integrity and career potential

  • Growing talent: coaching, supporting and guiding top talent Sales Management

  • Support the sales motion and value proposition, achievement of business development goals

  • Ensure staffing of pre-sales architects to appropriate engagements

  • Develop and drive execution of the MSM business and technical strategy in collaboration with appropriate parties

  • Drive discovery sessions with customers to define goals, scope and ultimately estimates for services

  • Review the conceptual design, costing, and contracting tenets of proposed solutions for consistency, innovation content, and deliverability Delivery Excellence

  • Effective practice leadership, demonstrating executive maturity and building a high performing team

  • Act as project sponsor to key customers as required by the business

  • Provide oversight to critical engagements and provide assistance and oversight for recovery of select critically troubled engagements. Help ensure that required technical and business criteria are met on critical projects.

  • Build solution credibility with our customers by helping them to understand our capability, capacity and quality.

  • Customer satisfaction tracking, ensuring initial customer expectations and conditions of satisfaction are set and met.

  • Operations Management

  • Cross-team orchestration and collaboration, including Sales, Operations, Finance, HR

  • Drive the appropriate MSM CSAT and other business metrics and KPI’s

Qualifications

Required Qualifications:

  • 10+ years of relevant experience, with a minimum of 10 years in a consulting or services environment.

  • 3+ years minimum supporting services sales including project envisioning, planning, and scoping of work effort.

Preferred Qualifications:

  • 5+ years of support services experience: expert level in design, delivery, contractual and operational practices.

  • 3+ years of experience leading and managing teams of 5-15 direct reports.

  • Demonstrated understanding of Business and IT strategy and principled approach to broad architectural challenges and opportunities.

  • Ability to move between executive value conversations, high level architectural review/design and tactical work of delivering service.

  • Ability to run sales and people operations in a reliable manner, from account planning and engagement sales, through delivery to customer satisfaction and renewal, with an inflexible focus on quality and continuous improvement.

  • Significant experience in people management and proven talent for team leadership, driving teams for performance and growth through customer satisfaction.

  • Strong organizational skills, ability to manage resources and orchestrate multi-organizational physical and virtual resources and initiatives.

  • Solid understanding of Microsoft’s MSM offerings, as well as key solutions and services such as Azure, Cloud, Platform & Productivity, Business Analytics, Devices & Mobility.

  • Large enterprise deployment/application development experience in complex environments.

  • In-depth knowledge and understanding of the competitive marketplace for ESS-like solutions.

  • Executive-level interpersonal, verbal, written and presentation skills; ability to mesh well with customer decision makers by being a good listener, a team builder and an articulate advocate of Microsoft’s vision and value proposition.

Travel is a part of this position as are high levels of recognition and visibility. Potential for 25-30% travel, including international, will be required of the selected candidate. This position location is flexible, with the preponderance of managed contributors located in the United States.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.