Modern Service Management Specialist

Last updated 1 hours ago
Location:Greater Manchester, Reading
Job Type:Full Time

Are you passionate about Service Management and the cloud? Do you love technology, and have a passion for process and optimization? Do you want to be part of team that has go-to-market solutions around MSM Cloud automation and service delivery solutions? If so, you might have found your dream job posting…

A Modern Service Management professional works largely with medium to enterprise customers on a mix of longer, complex projects – dedicated long term engagements and shorter engagements – 1 to 2 week engagements – to help customers achieve business value through accelerated IT adoption, digital transformation and productive use of Microsoft technologies aligned to Microsoft’s Cloud Strategy.

This is by nature a very independent role where you work and constantly learn in a in larger geographically dispersed team. Traits are: hold your own at the customer – more on this down below – seek out new initiatives, build on other people’s work, be creative and have fun.


You will work with customers to help define and refine processes, reduce risk by analyzing the underlying non-technical reasons for IT service failures, and deliver expert guidance for Service Improvements that drive tangible benefits and enhance the overall quality of service that a customer's IT organization provides.

You will achieve this by working with customers to further develop and enhance their Service Management Cloud strategy and capabilities, with a focus on enabling customers to understand and realize the opportunities of cloud and the impact on people and processes that migrations to the cloud (SAAS, PAAS, IAAS) can bring. We spend time understanding our clients' unique drivers and issues and integrate our guidance into their IT support and delivery practices. The processes, strategies and approaches you implement become relevant, reusable, and robust; because they are designed with our customers end goals in mind.

Key Accountabilities

Success for a Modern Service Management professional is measured by: overall customer satisfaction on the delivered service and how it was delivered; how you helped raise internal awareness of our MSM services but also if you spotted or even created opportunities to help customers do more with our MSM services. As with any Delivery role, achievement of the expected utilization target is key to success.


Essential Experience

Demonstrated hands-on Service Management experience across several disciplines will be expected, with exposure and experience of transitioning IT services to cloud service providers an advantage.

Certification in ITIL® v2 Service Manager or ITIL® v3 Expert is a prerequisite. Or, ITIL Foundations with proven experience.

Technical/Functional Skills

Your background may include a technical focus and an awareness of systems management technologies. Within your previous operations process experience you should be familiar with some of the following: Six Sigma methods, IT Governance frameworks such as Cobit, IT standards like BS15000 and ISO20000, business value methods like Gartner TCO, and project management frameworks such as MSF or PMP®.

Personal Attributes/Interpersonal Skills

Exceptional strategic planning skills are required to determine business requirements, develop customer strategies and develop plans to achieve the business requirements identified.

The ability to communicate at all levels of an organization from work floor, line management through to the CIO is critical to the success of the role. Modern service management concepts are frequently abstract, and you need to be sufficiently confident to articulate and discuss these both in verbal and formal written documents. Or in other words “hold your own”. As communication is a key attribute of this role, you will need to be proficient in: facilitating, presenting, consulting and as a matter of fact have excellent verbal and writing.

If you think this job is for you, please read this article to be sure. If it is, you just have prepared for your first interview.

Please note that a minimum of 25-50% travel within U.K. is expected.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.