Microsoft - Global Capacity Management Leader

The Microsoft Enterprise Services Global Capacity Management (GCM) EMEA Secure Infrastructure (SI) Leader is a key contributor to the success of the Microsoft Services mission in Secure Infrastructure area. This role is responsible for ensuring that the services business in EMEA SI is effectively and proactively prepared with the appropriately skilled resources to sell and deliver solutions to help customers realize their full potential leveraging Microsoft technology, while also meeting the key goals and performance metrics of the Services business.

The Microsoft Enterprise Services Global Capacity Management EMEA SI Leader is responsible for managing a team of resource managers responsible for the day to day staffing of services delivery resources across consulting and support engagements. This entails providing coaching and guidance to a global team of Resource Managers in their daily activities, assisting in resolving staffing conflicts and escalations, providing input to workforce planning based upon current business performance, providing operational support in terms of communicating the performance of the domain, and leading or participating in resource management process improvements as it relates to people, process and tools. The Global Capacity Management EMEA SI Leader is responsible for setting commitments, performance development and the management of Resource Managers via the Microsoft performance management processes.

Responsibilities

Focus areas for the GCM EMEA SI Leader include:

  • Lead and coach the Resource Managers in effectively leveraging services and partner resources within and across domains, time zones, and when necessary the areas to fulfill customer demand within agreed upon SLAs

  • Collaborate with the EMEA SI Time zone leader and leadership team on headcount and capacity strategies, which includes driving the capacity Rhythm of the Business with the respective domain leaders and areas

  • Help drive staffing solutions to complex staffing scenarios and escalations

  • Work collaboratively with GCM SI Domain Leader and peer GCM leaders and actively participate as a member of the GCM leadership team

  • Identify tool and process improvements and efficiencies in staffing both Services and Partner resources

  • Integrate EMEA SI resource management into workforce planning, capacity planning, and readiness planning, providing necessary insight and solutions to resolve capacity gaps and overages

  • Implement strategies to provide EMEA SI resource management for sustained YoY growth while driving cost efficiencies

  • Influence field compliance and collaboration in support of effective and efficient resource staffing

Qualifications

Qualifications and Job Criteria:

  • Experience managing a remote, global team of 10-12 people

  • Experience in executing or leading staffing functions within a services organization

  • Experience collaborating with multiple team members in remote locations on a global scale in order to drive initiatives on time, within budget

  • Ability to effectively balance and prioritize workloads across team members in a constantly changing environment

  • Experience leading and deploying tools and process improvements

  • Strong executive oral and written communication skills

  • Strong problem solving, collaboration and decision-making skills

  • Strong analytical skills, including ability to identify root causes of domain performance issues related to resource cost, utilization and bench along with creation and execution of resulting corrective actions

  • Ability to influence without authority, especially as it relates to internal partner organization such as Finance, HR, LCA, Operations, etc.

  • Strong project management and planning skills

  • Experience leading international services organization across multi-site, multi-country locations is a plus

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.