Senior Field It Manager

Overview

Microsoft Digital (MSD) organization at Microsoft builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation changes agents, and customer advocates.

We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

Within Microsoft Digital (MSD) Organization, Global Support delivers worldwide modern support experiences that consist of End User Support Services, Global Helpdesk, Audio Visuals (AV) Link, AV Life Cycle Refresh, Application Helpdesk Support, Executive Support, Site Support and Site Infrastructure Deployment services. Global Support provides these services to over 300k internal users across 90+ countries, via multi-year Supplier/Vendor Contracts enabling this Employee Experience. Global Support Organization work closely with various Microsoft product groups including copilot, Teams meeting rooms etc.

The Senior Field IT Manager is accountable for deployment and operation of IT-related services, which support the Microsoft businesses internationally, and promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers.

The Senior Field IT Manager is the field IT person delivering the foundation services that keep Microsoft locations connected including:

• Deploying and operating IT services to our internal end users in Engineering Groups, Global Delivery, Customer Support and Services, Microsoft Research, MCAPS and R&D Centers around the world.
• Collaborating with other IT Teams to prioritize and plan the infrastructure and services roadmap for all Microsoft locations.
• Interacting with Site Leadership Teams to set the user expectations as well as working towards the user experience improvement.
• Act as Microsoft’s “Customer Zero” by piloting new technologies internally and sharing insights to improve products and solutions with Microsoft's Product Groups/Engineering Groups.
• Delivering high-impact customer engagements to support Microsoft in driving revenue, market share and Customer and Partner Experience.

This position will be based in Gurgaon, India and reporting to the Director FIELD IT MANAGEMENT for India and South Asia region and responsible for managing multiple Microsoft sites consisting of Engineering groups, Global Delivery, CE&S and MCAPS.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

#MSD

#MSDJOBS

Responsibilities

Deliver Secure IT Services and Operational Excellence

• Define, improve, and manage IT services to deliver a secure, reliable, and productive experience for employees.
• Plan and manage budgets, resources, and priorities to ensure efficient and cost-effective service delivery.
• Identify productivity challenges and implement solutions to improve end-user experience.
• Drive continuous improvement initiatives using data, structured methodologies, and AI, with a strong focus on security, compliance, and service quality.

Ensure Reliable and Secure IT Operations

• Maintain stable and secure IT operations by managing incidents, outages, and service issues.
• Support resolution of complex problems and improve service reliability and performance.
• Communicate clearly and proactively with users and stakeholders on service updates and issues.
• Driving mandatory compliance and risk reduction across all IT systems and services.

Partner to Enhance Employee and Workplace Experience

• Monitor user feedback and satisfaction, and implement actions to improve experience and service quality.
• Collaborate with global IT teams and workplace services to build connected, accessible, and sustainable workplaces.
• Strengthen partnerships with stakeholders across IT, Facilities, Finance, and Security to deliver end-to-end solutions.

** ****Drive Innovation, AI-led Transformation, and Technology Adoption **

• Identify and implement innovative solutions — including AI — to improve IT services, operations, and employee productivity.
• Pilot new technologies and provide structured feedback to engineering teams to shape product direction.
• Lead readiness, communication, and change management plans to drive successful adoption of new IT services and solutions.
• Measure adoption (usage, NSAT) and continuously optimize services and processes to improve efficiency and enhance user experience.
• Develop modern approaches for service delivery, automation, and IT operations.

Act as “Customer Zero” and Support Market Engagement

• Act as Microsoft’s “Customer Zero” by piloting new technologies internally and sharing insights to improve products and solutions with Microsoft's Product Groups/Engineering Groups.
• Support customer engagements by showcasing Microsoft IT solutions, best practices, and real-world experiences.
• Drive awareness and adoption of Microsoft technologies internally and externally.

Lead IT and AV Deployment for Site Projects

• Partner with Global Workplace Services and vendors to deliver IT and AV solutions for new site builds and site refresh projects.
• Ensure deployments meet design standards, timelines, and business requirements while minimizing rework and improving quality.

Qualifications

• Proven experience of IT operations or service experience for a multi-site / multi-country organization, including infrastructure deployment, user support, or IT management related experience ·
• Fluent in English language ·
• BTECH in Computer Science or related discipline (preferred) ·
• A total of 15+ years’ experience with at least 2+ years of those in vendor/procurement/services ·
• MBA (preferred) ·
• Strong written and oral communication skills, including public speaking abilities for both technical and business audiences.
• Ability to communicate at all levels in the organization as well as the ability to translate technology solutions into business solutions. ·
• Willingness to travel regionally and internationally.
• Work across different time zones ·
• Ability to deal with ambiguity and respond to unplanned demand. ·
• High emphasis and focus on Customer Satisfaction ·
• The IT Manager is part of a globally connected team across regions.
• Ability to engage and collaborate with international stakeholders and drive global initiatives.
• ITIL, Six Sigma, PMP, or Agile certifications (desirable) ·
• Familiarity with Agentic AI and Enterprise AI technologies, including their application in enterprise IT environments ·
• Strong understanding of continuous improvement methodologies and ability to drive operational excellence ·
• Proven ability to work effectively with minimal supervision in remote or distributed environments ·
• Strong stakeholder management, collaboration, and facilitation skills, with the ability to work across multiple teams, deliver effective presentations, and engage and influence senior stakeholders ·
• Experience in public speaking, including hosting awareness sessions or presentations for internal and external stakeholders (preferred) ·
• Demonstrated ability to build business partnerships with senior leadership, influencing decisions and driving alignment ·
• Technical depth in IT infrastructure, Enterprise Networking and Security is preferred ·
• Highly self-driven, with strong ownership and accountability for delivering outcomes ·
• Strong awareness and hands-on experience with Microsoft products and technologies; Microsoft technology certifications preferred

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**