Implementation Manager - CTJ- Poly

Microsoft•Reston, VA

2d•Onsite

About The Position

The Federal Implementation, Process and AI Team is part of Microsoft Business Operations (MBO) and the Operations Service Centre (OSC). This team supports a comprehensive portfolio of launches, ensuring successful in-market deployment of new products, programs, services, business models etc. for US Federal Government customers. This team also supports execution of key billing processes for government customers conducted in a secure Sensitive Compartmented Information Facility (SCIF) environment. This position will be responsible for executing key billing processes for government customers, while also managing the operational implementation of launches and continuous improvement initiatives. The Implementation Manager will work across multiple stakeholders from Operations, Finance, Trade, Compliance, etc. to provide input to design, execute delivery & operationalize launch plan (identifying issues/risks, driving mitigation and resolution, End-to-End co-ordination etc), and ultimately make go / no-go decisions on launches. This is a critical role with elements of business process execution as well as implementing operational change. The role influences design and is responsible for execution of key launches, enabling Customers and Partners to transact while ensuring the delivery of the expected experience. Implementation Managers also help in identification and ownership of optimization opportunities on behalf of the Regional Operations Centers. This includes aspects of prioritization, design & tracking business benefits across policy, program, and process. The ideal candidate should be comfortable working within a matrixed, AI-driven organization, exhibit solid organizational, communication, planning, judgement skills, uses data and analytics to drive performance insights and improvements and has strong customer obsession and compliance focus.

Requirements

Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.
Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role.
The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph.
Ability to meet Microsoft, customer and/or government security screening requirements are required pre-offer and post-hire for this role.
Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
This position requires successful verification of the stated security clearance to meet federal government customer requirements.
You will be asked to provide clearance verification information prior to an offer of employment.
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
This position requires verification of U.S. citizenship due to citizenship-based legal restrictions.
Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law.
To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance.

Nice To Haves

Operations acumen with understanding of how operations ecosystems work
Demonstrated experience in complex stakeholder engagement, negotiation and conflict management; project management including aspects of risk management, governance and decision making.
Analytical and business judgement in complex scenario
Demonstrated change and project management skills
Team player with ability to work across cultures effectively, valuing diversity within a virtual team
Attention to detail combined with an ability to see the big picture (be both broad and deep)
Written and verbal communication skills (open, confident communicator effective in leadership of engagement)
Be a Change Leader, understanding of change management, the importance of it, approaches, key tasks and timelines.
Direct experience driving process improvements in highly complex and rapidly changing environment.
Working knowledge of US Federal Government business practices
Demonstrated experience in process improvement, specifically identifying and implementing process automation opportunities.
Challenge Status-quo (Growth-Mindset).

Responsibilities

Execution of billing processes in a secure environment or Sensitive Compartmented Information Facility (SCIF).
Ensure all launches land successfully in region/globally, on time, delivering experience customers/partners expect while managing stakeholder expectations.
Provide input to launch design, engage with Corporate launch team across the globe to ensure regional requirements are incorporated into design.
Manage the E2E regional/global deployment, establish regional/global structure, build plan, identify risks, influence to ensure these are mitigated, or escalate to resolve.
Represent our Customers, Partners and Field throughout the launch process.
Conduct experience mapping sessions ensuring that the experience we deliver is in line with customer and partner expectations.
Ensure all regional/global stakeholders understand the impact the launch will have for their organizations, be it transaction volumes, query support, resource impact, etc, and establish plan to manage.
Build engagement with corporate launch teams and regional implementation managers located in other Regions.
Ensuring consistency in launch execution and adherence to launch framework.
Provide regional/global approval for transition through launch tollgates and recommend launch “Go/No Go” decision.
Conduct structured launch post-mortems ensuring learnings are incorporated into future launches.
Contribute to development of launch processes and frameworks, ensuring we continually develop how we manage launches given dynamic launch environment.
Skilled in the identification, documentation and communication of key business and customer needs to create future, high quality experiences solving key business scenarios, including success measurement and execution management.