Service Engineering

Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.

We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

We're standing up a new team with a mission that doesn't exist elsewhere in the org: manage enterprise third-party SaaS platforms end-to-end while pioneering AI-enabled operational excellence. You'll build and lead a team of 5-6 platform engineers and support specialists who both operate platforms AND transform how operations work — using the AI tools they manage to drive radical efficiency gains.

This isn't traditional IT management. You're establishing a center of excellence for "AI-augmented operations" while providing Tier 2 support across ALL enterprise platforms — including peer teams' platforms like ServiceNow and Power Platform. You'll own the charter, build the team, define the operating model, and prove that intelligent automation can fundamentally change how enterprise SaaS scales to 100k+ users.

You'll inherit a vendor-managed Tier 2 support function and transition it in-house. Your success means building both the team capability and the operational processes that make this model sustainable and replicable.

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.

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• Build and develop the team: You will work with a newly hired team of senior platform engineers and service engineers, create career growth paths (support → automation → platform engineering), and build a culture where operational excellence and AI-first problem solving are the default.
• Own platform outcomes end-to-end: You will drive availability, security, and user experience for your platforms — admin, governance, onboarding, and Tier 2/3 support are all yours.
• Establish cross-platform Tier 2 operations: You will take over Tier 2 support for ALL enterprise platforms, including ServiceNow, with clear escalation paths and SLAs to specialized Tier 3 teams.
• Drive AI-enabled transformation: You will champion agentic workflows and AI automation across your team's operations — build the playbook, measure the impact, and share the patterns org-wide.
• Define and defend charter boundaries: You will own 3P SaaS platforms end-to-end; provide Tier 2 and Tier 3 cross-platform support; drive AI automation.
• Navigate vendor relationships: You will manage relationships with external SaaS vendors, handle escalations, negotiate on service and support, and ensure vendor capabilities meet your scaling needs.
• Partner with leadership and peers: You will collaborate with senior leadership to refine the team charter and operating model; build strong working relationships with peer platform team managers without creating territorial friction.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 4+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.

What You Bring:

• 3+ years leading technical teams in operations, platform engineering, or SaaS support, with proven ability to build or transform teams — not just inherit them.
• Enterprise SaaS operations depth: You've lived through SSO/SAML integrations, multi-tenant architectures, security/compliance audits, and incident management — enough hands-on background to know what good looks like and to call it when you see it.
• Platform-agnostic thinking: You see common patterns across tools (SSO setup