Technical Program Management

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.

• Lead collaboration with all Delivery Partners regarding infrastructure, tooling, and their support ecosystem.
• Ensure consistent application of regulations and standards, fostering secure and compliant products, processes, and programs.
• Partner with the audit and risk assessment team to identify and evaluate risks and issues and develop appropriate remedies.
• Act as the primary point of contact for all Infrastructure and Tooling related change requests and challenges; liaise with other internal SME teams.
• Develop, document, and maintain DP Infrastructure details.
• Ensure Delivery Partners' infrastructure is up-to-date and compliant with Microsoft standards.
• Lead advocacy for solutions and recommendations for Delivery Partners, working closely with internal Microsoft teams.
• Drive strong advocacy, education, and engagement with internal security teams to ensure visibility and awareness of changes in the Delivery Partner landscape; partner to drive monitoring procedures across high-risk tools.
• Directly support / program manage our Delivery Partners in implementing and operationalizing security-related changes in tooling or processes.
• Ensure tools are designed, developed, and built with security controls in mind as they relate to our third parties.
• Define IT and security metrics and ensure monitoring of compliance.

• Bachelor’s degree in information technology, Governance, Cybersecurity, or related field, or equivalent experience.
• 20+ years of progressive experience in a highly matrixed, fast-paced, technology-driven environment.
• Proven understanding of security protocols with direct involvement in risk assessment, remediation measures, and compliance with security standards, regulations, sanctions, and statutory requirements.
• Ability to establish Trusted Advisor status and build strong technical relationships with business leaders, cross-functional teams, and external stakeholders.
• Demonstrated ability to work independently and collaboratively in a dynamic environment, balancing competing priorities and driving results.
• Proactive, innovative, and solution-oriented mindset with a focus on operational excellence and continuous improvement.
• Strong business and technical acumen with advanced analytical skills, attention to detail, and accuracy.
• Excellent communication, presentation, and interpersonal skills, with a track record of influencing at executive and operational levels.
• Demonstrated expertise in Program Management, Change Management, and Problem Management, successfully delivering large-scale, enterprise-wide deployments across multiple geographies.
• Experience in Contact Center operations and technologies, with knowledge of telephony services (Genesys, Avaya, Cisco) and cloud telephony platforms (Dynamics CCaaS or similar).
• Skilled in conflict management, with the ability to address issues with urgency, empathy, and diplomacy.
• Credentials such as Azure Certifications, PMP, CISA, ITIL, AI and other Cloud Certifications are highly desirable.
• Hands-on experience in both Cloud and On-Premises IT architecture spanning multiple countries/regions.
• Ability to meet Microsoft, customer, and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

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.