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.
Responsibilities
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 structural way and driving continuous improvements.
Communication: Oversee and provide guidance on conference calls to help others manage customer and field expectations and liaise between team members and senior leaders to keep all informed about incident resolution and ensure alignment around customer expectations, response and resolution.
Process Improvement: Gather and consolidate feedback across teams and identify process breakdowns and ensure resolution or progress and lead continuous process improvement projects
Vendor Relationships: Oversee relationships with outsource vendors and foster positive cultural and behavioral changes.
Qualifications
Required Qualifications:
Bachelor's Degree in technology, business, or related field AND technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND technology industry, customer service, or related experience OR equivalent experience
Experience leading the resolution of complex, high-severity customer escalations, including engagement with C-suite stakeholders (e.g., CIO, CTO, CEO).
Demonstrated ability to advocate for customer outcomes while balancing business and operational priorities.
Proven experience driving organisational transformation, change management, and scalable service delivery improvements through strategic and systemic thinking.
Preferred Qualifications
Direct line management responsibility for employees, including performance management, coaching, and career development
Support Escalation Management M6 - The typical base pay range for this role across United Kingdom is £ 100,400.00 - £ 200,500.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/united-kingdom-corporate-pay.html
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/germany-corporate-pay.html
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/france-corporate-pay.html
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.