SENIOR SERVICE ENG MGR

You will lead, coach, and grow a high-performing team of service engineers, fostering a culture of accountability, learning, and engineering excellence. You will drive execution of engineering and automation initiatives across M365 services, Power Platform, Azure and related enterprise services, enabling scalable and standardized operations. You will champion an AI-first and agentic mindset, leveraging AI and intelligent automation to reduce operational toil, improve efficiency, and accelerate incident detection and resolution. You will design and evolve multi-tenant service operations, driving simplification, standardization, and telemetry-driven insights across complex, distributed environments. You will partner with global stakeholders across TIM, Security, and product engineering teams to deliver secure, compliant, and resilient service solutions. You will ensure strong security, compliance, and risk management practices, embedding these into engineering and operational workflows while continuously improving service quality. Bachelor's Degree in Computer Science, Information Technology, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, or systems engineering OR equivalent experience. 15+ years of service engineering experience, including 5+ years managing engineering teams. Deep experience with cloud platforms (e.g., Azure) and distributed systems, including large-scale service operations and cloud infrastructure management. Proven track record of building and leading high-performing engineering teams, with strong people management and coaching skills. Demonstrated ability to set technical direction across multiple workstreams and partner effectively across engineering organizations to deliver outcomes. Experience driving AI-powered and agentic operations, leveraging intelligent automation to improve efficiency, reduce toil, and enhance service outcomes. Demonstrated experience in driving operational excellence through incident and problem management for mission-critical services, with hands-on experience in service engineering tools, observability platforms, and telemetry-driven operations. Hands-on leadership experience in automation and modern service operations, with familiarity in scripting, tooling, or platforms that enable scalable and efficient operations. Exposure to Power Platform, automation frameworks, or low-code/no-code platforms, enabling scalable service solutions. Experience partnering with security and compliance teams to implement controls in enterprise cloud environments. Demonstrated ability to work in highly complex, matrixed organizations, influencing across teams and geographies to deliver outcomes. Strong passion for continuous improvement, innovation, and modernizing service operations through automation and emerging technologies.