Data Center IT Operations Manager
About The Position
Microsoft Cloud Operations & Innovation (CO+I) is responsible for the infrastructure supporting Microsoft’s online services, including Bing, Office 365, Xbox, OneDrive, and Azure. The Datacenter IT Operations Manager (ITOM) leads datacenter IT operations and service delivery, supporting a global infrastructure of more than 100 datacenters and 1 million servers. The role combines people management, operational and financial oversight, customer-focused service management, and ownership of service quality, safety, and security. The manager sets team objectives, develops and retains staff, and coordinates with regional and global partners. They oversee service compliance and performance, resource and budget planning, client relationships, incident response, training, and continuous improvement. The role also promotes a culture of safety, collaboration, accountability, and customer focus while adapting team priorities to meet business needs.
Requirements
- High school diploma or equivalent.
- At least 5 years of experience in mission-critical service management, such as IT services, manufacturing, warehousing, retail, military, or physical operations in IT or critical-environment infrastructure.
- At least 3 years of experience leading a diverse technical team.
- Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
Nice To Haves
- At least 6 years of enterprise-level experience managing large-scale, complex projects or programs.
- At least 6 years of experience with Critical Environment infrastructure, such as UPS, generators, and AHUs.
- At least 6 years of experience with physical IT infrastructure, such as servers, SANs, networking, capacity, datacenter racks or enclosures, and structured cabling.
- Experience managing a budget of $1 million or more.
- Bachelor’s degree in Computer Science, Mathematics, Telecommunications, Electrical or Mechanical Engineering, Supply Chain Management, or a related field.
- At least 5 years of experience leading a diverse technical workforce or managing global and virtual teams.
- Applicable certifications, such as ASICS/Inventory Control, CompTIA, Microsoft, network or CCNA certifications, ITIL v3 Foundation, Microsoft Operations Framework (MOF), leadership development, PMP, or CDCP.
Responsibilities
- Lead and develop a diverse technical team through coaching, accountability, objective setting, and investment in employees’ growth.
- Document operational dependencies, supplier contracts, success metrics, resource readiness, and service supportability and manageability criteria.
- Review SLAs, KPIs, and OKRs and identify ways to improve efficiency across IT and Critical Environment services.
- Partner with regional and global teams on initiatives such as environmental health and safety, risk assessments, and certifications.
- Manage and support alignment with datacenter budgets, make fiscally sound tradeoff decisions, and support budget planning and demand-cost forecasting.
- Plan and execute business partner requirements while maintaining datacenter availability, safety, and security.
- Follow Environment, Health, & Safety run books and immediately report safety or security concerns.
- Ensure end-to-end service compliance, quality, and client satisfaction against agreed service levels.
- Manage client relationships, clarify expectations, and deliver solutions focused on exceeding client expectations.
- Apply subject matter expertise, escalate issues to meet SLAs and OLAs, and review service metrics with the team.
- Share recurring cases and best practices with regional and global teams to prevent repeat issues and improve resolution efficiency.
- Allocate resources for pilot programs and task forces and recommend additional funding when needed.
- Anticipate datacenter business demand and ensure staffing levels are appropriate.
- Ensure required team training is completed and work with Learning & Development to evolve the training portfolio.
- Participate in every Severity 1 and Severity 2 incident bridge meeting and approve root cause analyses and postmortem reports.
- Enable collaboration and visibility across teams and regional or global management groups.
- Remove barriers to agility, help teams shift priorities, and foster collaboration across organizational boundaries.
- Establish a culture of safety, quality, and customer obsession aligned with service objectives.
- Assess workforce capabilities, delegate work effectively, and support the development of future leaders.
- Recognize team achievements and promote accountability, morale, and strategic focus.
- Own end-to-end service quality and customer experience; identify, resolve, escalate, or assign unaddressed service issues.
- Communicate service risks, dependencies, and budgets to business leaders to support informed decisions and long-term service value.
- Embody Microsoft’s One culture and values.
Benefits
- Certain roles may be eligible for benefits and other compensation; additional benefits and pay information is available through Microsoft Careers.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
