Cloud Solution Architect Manager - Mission Critical
Join Microsoft as the Cloud Solution Architect (CSA) Manager for Mission Critical support. Over a global portfolio of customers, you will lead a team of highly-specialized Cloud Solution Architect Engineers that advise on technical architecture, drive complex support engagements, and ensure high customer satisfaction and revenue growth.
In this role you will manage staffing, delivery, and readiness for our Mission Critical support practice. You will collaborate cross‑region with other CSA Managers across EMEA, Americas, and Asia to maintain consistency, share knowledge, and align on delivery standards. The role is flexible and can be performed 100% from home.
Responsibilities
- Lead and mentor a high‑performing team to deliver exceptional customer satisfaction and drive services revenue.
- Oversee staffing and resource planning, ensuring the right technical talent is hired to meet evolving customer needs.
- Manage operational targets, including billable hours and budget adherence.
- Guide professional development and readiness across the team, fostering continuous learning and growth.
- Build strong relationships with customers, including executive stakeholders, to understand business objectives and maximize the value of support services.
- Promote an inclusive, collaborative work environment and communicate clear vision and priorities.
- Ensure compliance with governance standards and support contract renewals.
- Demonstrate strategic thinking, strong leadership, and a commitment to achieving key business goals.
- Drive visibility at Area/Sub level for Mission Critical offerings and support pipeline and renewal reviews.
- Influence and manage customer expectations, leading value‑driven conversations and ensuring Microsoft support investments are realized.
- Work successfully with C‑level customers to understand business objectives and their support strategy.
Qualifications
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years of experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
- 3+ years of people‑management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.
- 10+ years of industry, support, or management consulting experience.
- Strong service delivery, time, project, and priority management skills.
- Strong interpersonal skills with the ability to work with customers at the C‑level.
- Experience managing critical and complex customer situations or incidents.
- Project Management, Prosci Change Management, or ITIL certification is a plus.
- Strong presentation, communication, and interpersonal skills.
- Bachelor's degree in Business, Computer Science, Information Technology, or related field required (or equivalent experience).
Citizenship & Verification
This position requires verification of Australian citizenship due to citizenship‑based legal restrictions. The position supports U.S. federal, state, and/or local Australian government agency customers and is subject to applicable citizenship restrictions. Verification will be conducted via a valid passport.
Microsoft is an equal chance employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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