At a Glance
- Tasks: Lead a team to enhance customer service and resolve complex issues.
- Company: Join Microsoft, a global leader in technology and innovation.
- Benefits: Competitive salary, career development, and flexible work options.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
- Why this job: Make a real impact by transforming customer experiences with cutting-edge tech.
- Qualifications: Experience in customer service and team leadership required.
The predicted salary is between 100400 - 200500 £ per year.
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.
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.
Responsibilities:
- People Management: You will deliver success through team empowerment and accountability by practicing management excellence principles like model, coach, care.
- Customer Resolution: Manage resolution of highly sensitive, political, visible, and reputational issues and act as a primary contact for escalated issues.
- Collaboration: Promote the development of networks and provide guidance on leveraging relationships.
- Communication: Oversee and provide guidance on conference calls to help others manage customer and field expectations.
- Process Improvement: Gather and consolidate feedback across teams and identify process breakdowns.
- Vendor Relationships: Oversee relationships with outsource vendors and foster positive cultural and behavioral changes.
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.
- 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.
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.
Service Manager, Manager employer: Microsoft
Microsoft in Oxford is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Employees benefit from competitive compensation, a supportive environment, and ample opportunities for professional growth, making it an ideal place for those looking to advance their careers in cloud solutions. The strategic location in Oxford further enhances the experience, providing access to a vibrant tech community and rich cultural resources.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager, Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Microsoft. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Microsoft before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Manager, Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Microsoft:Your cover letter is your chance to shine! Tell us why you want to work at Microsoft specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Microsoft!
How to prepare for a job interview at Microsoft
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
