Service Engineering Manager

Microsoft Advertising is the destination for experienced, collaborative, and passionate digital advertising professionals seeking a rewarding career and lifestyle.

We offer a compelling portfolio of advertising products, innovative solutions, and the opportunity to engage with some of the brightest minds in the digital industry.

Global Support is a focal point for Bing advertisers around the world and the Bing Ads Technical Support team plays a pivotal role in supporting Bing search.  

We are seeking a Service Engineering Manager who is responsible for a team of Service engineers that provide advanced technical support for our online Microsoft advertising business while delivering customer experiences unmatched by our competitors. The primary focus will be on paid search results that are delivered by Microsoft Ads on Bing, and partner web publisher sites.

This role will use broad business and technical skills. This role requires building cross-group relationships with the Global Microsoft Advertising Sales and Service teams at Microsoft, and other partners to deliver great support experience, solving technical problems and driving quality platform capability as effectively and efficiently as possible. This role works closely with Microsoft's Advertising Engineering team to define requirements for the next generation of paid search advertising platform technologies as well as ensure Voice of Customer is front and center in all that we do.

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.

In alignment with our Microsoft values, we are committed to cultivating. 

Responsibilities

• Lead and mentor a team of service engineers, providing guidance, support, and coaching to drive high performance and professional growth
• Deliver success through empowerment and accountability by modeling, coaching, and caring -
• • Model - Live our culture; Embody our values; Practice our leadership principles.
  • Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
  • Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
• Automation and Process Improvement: Drive automation initiatives to streamline manual processes and reduce manual intervention, using automation tools and technologies to increase efficiency and reliability.
• Incident Management and Resolution: Establish and maintain incident management processes and procedures to promptly identify, escalate, and resolve service disruptions and outages.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service quality, efficiency, and automation, using industry best practices and emerging technologies.
• Vendor Management: Manage relationships with third-party vendors and service providers, evaluating their performance and ensuring compliance with service level agreements (SLAs) and contractual obligations.
• Cross Group Collaboration: Build cross-group relationships to share knowledge and be an effective advocate for internal/external partners Shares and define insights, best practices, and standards that can be applied to improve system, platform, and/or product development and operations across the business. Continue to develop thought leadership, insights, and best practices through participation with industry, cross-functional teams, and business leaders. Mentors and coaching engineers to help them identify and propose solutions that will have a positive customer/business impact.
• Technical guidance: Provides in-depth business and technical knowledge needed to solve major incidents and makes sure service engineering teams across the business have the technical skills, tools, and resources to deal with incidents during regular on-call shifts and find scalable solutions that stop incidents from happening again across products. Makes teams responsible for meeting Service Level Objectives (SLOs) and customer/business needs, informs internal and external stakeholders and executive leaders of details related to customer/business