IT Service Management Consultant

2 days ago

Johannesburg, South Africa Microsoft Full time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:
Success Engineer - IT Service Management

Are you passionate about IT Service Management and the cloud? Do you love technology but have a passion for Process and optimization? Do you want to be part of a team that has a go-to-market solution around ITSM Technology automation and service delivery solutions? These are key components to Microsoft's Cloud Strategy. If so, you have found your dream job posting.

**Responsibilities**
1. Lead customers through Modern Service Management best practices
2. Deliver ITSM Services engagements including Workshops, Assessments, Service Improvement programs and other IT Operations consulting services
3. Deliver high-quality engagements in both large scale project environments and smaller, single staffed engagement models.

4. Demonstrate the ability to engage in IT and business executive discussions related to availability, agility, business value, costs, security management, disaster recovery, and the value of services and process in an enterprise environment is required.
5. Work through complex SOW's to determine the appropriate deliverables and outcomes and further define as needed.
6. Knowledge transfer and sharing best practices with team members that help enhance the quality and efficiency of customer service and process management.
7. Establish effective working relationships with the Microsoft Business Groups by working through appropriate escalation channels.
8. Work as one Microsoft to establish strong relationships with Microsoft Field Sales, MCS, Premier and other internal resources as appropriate. This position has frequent engagement interaction with Microsoft Corporate customers, MCS and Premier account contacts, and Customer Support staff.
9. Identify new opportunities and work with account teams identify, pursue and close strategic business development opportunities while continually driving add-on business within existing.

**Qualifications**:**
Role Requirements**:
1. ITIL v3 Expert certification or ITIL V4 Foundations with significant experience and have applied knowledge of real-world environments across the service lifecycle (strategy, design, transition, operations, continual service improvement).

2. O365, Azure and or other cloud experience
3. Awareness of technical knowledge (including Microsoft System Center, and non-Microsoft products)

5. Map solutions to customer business problems and process-combined-with-technology solutions.

6. Experience in both Service Support and Service Delivery focus areas
7. Demonstrated experience running an IT operation combined with consulting and project management skills.

8. Non-Theoretical Process to Technology Mapping (taking process design and mapping to ITSM technology, and conversely, bringing technology boundaries and design basis into process design)

9. Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery.
10. Applies advanced operations analysis skills and experience in principals of ITIL/MOF, Project Management, Six Sigma, ISO20000, BS15000, and CMM to define appropriate customer solutions.

12. Excellent organization, communication, project management, problem-solving skills.

13. Proven business acumen.

Additional desired experience:
Modern service management
Cyber Security familiarity/ experience
Large Scale Desktop/Laptop migrations or upgrade
Datacenter management and consolidations and com

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