Modern Service Management Professional

Last updated 31 minutes ago
Location:Greater Manchester, Reading
Job Type:Full Time

Are you passionate about IT Service Management and the cloud? Do you love Microsoft technology, and have a passion for helping customers regarding process and optimization? Do you want to be part of an international team that has enabling solutions around cloud automation, governance and operations? If so, you might have found your dream job posting…

The face of business is continuously changing with Digital Transformation, AI, DevOps, blockchain etc.  The IT Service Management principles of the past have evolved and so has our practice. Our new name – Modern Service Management – represents the shift from Customer Guidance to Customer Enablement and growing interest in turnkey solutions tailored for our customers’ environments that help them realize the value of their transformation journey. Our changed name also enhances our alignment to Microsoft's full technology portfolio and Microsoft’s overall Digital Transformation messaging.

How MSM helps

A lot of customers are not successful in or dissatisfied with their IT transformation. Usually not because of the technology falling short, but because of failure to adapt their people responsibilities, process flows and governance models.  MSM addresses those components for cloud and other leading-edge transformations (Security, AI, etc.).

Our services remove operational blockers, accelerate cloud adoption and make the customer IT team a Microsoft advocate by enabling them to effectively plan, operate and control their modernized IT Services. This is a competitive differentiator from other cloud providers as we focus on upskilling our customers' IT organizations so they understand how their roles will change within the new cloud paradigm.


As a Microsoft IT Service Management professional you will be part of a Western Europe team of MSM professionals who sit in the Culture and Cloud Transformation Experience group. The work you do for customers is closely aligned with cloud success account managers, cloud solution architects and technical customer engineers and can range from shorter engagements – 1 to 2 week standard services – to longer custom ones. Your main goal will be to enable our customers to achieve business value through accelerated Cloud adoption, Digital transformation and productive use of Microsoft services and technologies aligned to our 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, seek out new initiatives, build on other people’s work, be creative and have fun.

Key Accountabilities

Success for an MSM customer engineer 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 Customer Engineering role, achievement of the expected utilization target is key to success.


Essential Experience

  • Demonstrated hands-on IT 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® v3/4 Expert is a prerequisite. Or, ITIL® v3/4 Foundations with proven experience.

Technical/Functional Skills

Your background is preferably one with a technical focus and you have 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, SCRUM, Agile, SAFe, Lean IT.

Personal Attributes/Interpersonal Skills

  • Consulting mindset,
  • 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.
  • 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. You need to be confident in articulating abstract concepts and argue these both verbally and in formal written documents.
  • Exceptional planning skills and well-organized.

If you think this job is for you, please go to and read up on Governance and Operations to get a feel for how we try to make our cloud practical for our customers. If this did not scare you, you just have prepared for your first interview.

Please note that a maximum of 0-50% travel within the UK is expected under normal, non travel restricted, circumstances.

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.