Services Management Consultant(职位编号：808879)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-13
- 工作地点：北京
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 职位类别：技术支持/维护工程师
职位描述
Job Category: Customer Service & Support
Location: China, Beijing
Job ID: 808879
Product: (Not Product Specific)
Division: Services & Support
Job’s Purpose
- Microsoft Services helps customers achieve business value through accelerated adoption and productive use of Microsoft technologies. As an important part of the Services organisation, the Services Management Consultant practice utilises service frameworks such as ITIL and MOF to provide guidance for customers allowing them to align technology to business requirements. This alignment drives increased customer satisfaction and confidence in the Microsoft platform and services.
- Services Management Consultants are skilled in both business and technology, required extensive experience in process improvement, and require awareness of market and industry trends. This is a fantastic opportunity to be part of a passionate, dynamic, and stimulating practice in an organisation that empowers you to make all the difference that you believe you can.
Primary Responsibility/Activity
- Delivery real business value to Greater China Region (China, Hong Kong, Taiwan) customers through the application of service framework principles and techniques. (65%)
- Provide service framework training to staff and customers (10%)
- Conduct presales activities relating to Services Management Consulting (10%)
- Account Planning with local Account Managers, and Services Executives (10%)
- Contribute to Microsoft’s Greater China Regional Services Management Communities (5%)
Description of Role/Responsibility
Results
- A successful operations consultant is viewed as a trusted advisor by customers and partners. To be successful in this role the candidate must be passionate about making a difference, be able to work autonomously and as part of an extended team, conduct themselves with integrity, courage and professionalism.
- The operations consultant role is primarily focused on the delivery of high quality IT service management consulting utilising the Microsoft Operations Framework (MOF) and ITIL frameworks. Services Management Consulting services include analysis of business requirements, IT operations strengths and weakness followed by the preparation and presentation of formal executive level reports.
- Success for a services management consultant is measured by: overall customer satisfaction, interaction with customers, written and verbal communications, and feedback from the virtual team with regards to the quality of sales support.
Position scope
- This is a field-based role and is a key for driving productive use of the Microsoft platform within out Enterprise customer base. The role will cover customers mostly within Greater China Region (China, Hong Kong & Taiwan) and may requires 30-40% of travel.
Decision making
- The final determination of customer strategies rests with the customer executives. The Services Management Consultant must be able understand to understand competing interest within client organization, build a consensus among stakeholder on a shared vision for the future and communicate this to both business and technical audiences.
- The ability to determine the best strategy for a customer requires strong political awareness, awareness of service frameworks and strong consulting skills.
Strategy and Development
- Services Management Consultants provide key input into customer strategic planning for IT services. Exceptional strategic planning skills are required to enable a consultant to determine business requirements, develop customer strategies and develop plans to achieve the business requirements identified.
People Management
- This role has no direct reports but will be required to lead customer virtual teams.
- This role has no contractor management responsibilities.
Communication/Business Relationships
- The ability to communicate at all levels of an organisation from line management through to the CIO is critical to the success of the role. IT service management concepts are frequently abstract and the candidate needs to be sufficiently confident to articulate and discuss these both in verbal and formal written documents.
- Communication is a key attribute of this role and the candidate will need highly effective and demonstrable consulting, written, verbal, and presentations skills.
Fiscal Responsibilities
- To contribute to overall profitability of the practice through personal and team utilization and revenue achievement.
Competency/Job Skill Attribute
- Customer Focus- Investigates and takes action to meet customers' current and future needs.
- Problem Solving- Gathers and analyses information and uses it to develop effective solutions to difficult problems or situations.
- Dealing with Ambiguity- Works effectively in situations involving uncertainty or lack of information, and responds flexibly to change.
- Drive for Results- Continually focuses on achieving positive, concrete results contributing to Microsoft's business success.
- Communication Skills- Writes, speaks, and presents information effectively and persuasively across communication settings.
Qualifications:
- To be considered for this role the candidate will have proven consulting skills and service delivery manager experience. A degree or equivalent with significant experience (minimum 5 years) in complex IT operations process related roles is required.
- The candidate requires a good understanding of operational support services, and experience in a support or service desk field would be viewed favourably. Certification in ITIL v2 Services Manager or ITIL v3 Expert or higher is a prerequisite.
- The candidate’s background may include a technical focus and an awareness of systems management technologies. Within your previous operations process experience you should be familiar with some of the following: Six Sigma methods, IT Governance frameworks such as Cobit, IT standards like BS15000 and ISO20000, business value methods like Gartner TCO, and project management frameworks like MSF or PMP.
- Bachelor's or Master’s Degree in Computer Science, Information Processing, Information Systems
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Beijing
Job ID: 808879
Product: (Not Product Specific)
Division: Services & Support
Job’s Purpose
- Microsoft Services helps customers achieve business value through accelerated adoption and productive use of Microsoft technologies. As an important part of the Services organisation, the Services Management Consultant practice utilises service frameworks such as ITIL and MOF to provide guidance for customers allowing them to align technology to business requirements. This alignment drives increased customer satisfaction and confidence in the Microsoft platform and services.
- Services Management Consultants are skilled in both business and technology, required extensive experience in process improvement, and require awareness of market and industry trends. This is a fantastic opportunity to be part of a passionate, dynamic, and stimulating practice in an organisation that empowers you to make all the difference that you believe you can.
Primary Responsibility/Activity
- Delivery real business value to Greater China Region (China, Hong Kong, Taiwan) customers through the application of service framework principles and techniques. (65%)
- Provide service framework training to staff and customers (10%)
- Conduct presales activities relating to Services Management Consulting (10%)
- Account Planning with local Account Managers, and Services Executives (10%)
- Contribute to Microsoft’s Greater China Regional Services Management Communities (5%)
Description of Role/Responsibility
Results
- A successful operations consultant is viewed as a trusted advisor by customers and partners. To be successful in this role the candidate must be passionate about making a difference, be able to work autonomously and as part of an extended team, conduct themselves with integrity, courage and professionalism.
- The operations consultant role is primarily focused on the delivery of high quality IT service management consulting utilising the Microsoft Operations Framework (MOF) and ITIL frameworks. Services Management Consulting services include analysis of business requirements, IT operations strengths and weakness followed by the preparation and presentation of formal executive level reports.
- Success for a services management consultant is measured by: overall customer satisfaction, interaction with customers, written and verbal communications, and feedback from the virtual team with regards to the quality of sales support.
Position scope
- This is a field-based role and is a key for driving productive use of the Microsoft platform within out Enterprise customer base. The role will cover customers mostly within Greater China Region (China, Hong Kong & Taiwan) and may requires 30-40% of travel.
Decision making
- The final determination of customer strategies rests with the customer executives. The Services Management Consultant must be able understand to understand competing interest within client organization, build a consensus among stakeholder on a shared vision for the future and communicate this to both business and technical audiences.
- The ability to determine the best strategy for a customer requires strong political awareness, awareness of service frameworks and strong consulting skills.
Strategy and Development
- Services Management Consultants provide key input into customer strategic planning for IT services. Exceptional strategic planning skills are required to enable a consultant to determine business requirements, develop customer strategies and develop plans to achieve the business requirements identified.
People Management
- This role has no direct reports but will be required to lead customer virtual teams.
- This role has no contractor management responsibilities.
Communication/Business Relationships
- The ability to communicate at all levels of an organisation from line management through to the CIO is critical to the success of the role. IT service management concepts are frequently abstract and the candidate needs to be sufficiently confident to articulate and discuss these both in verbal and formal written documents.
- Communication is a key attribute of this role and the candidate will need highly effective and demonstrable consulting, written, verbal, and presentations skills.
Fiscal Responsibilities
- To contribute to overall profitability of the practice through personal and team utilization and revenue achievement.
Competency/Job Skill Attribute
- Customer Focus- Investigates and takes action to meet customers' current and future needs.
- Problem Solving- Gathers and analyses information and uses it to develop effective solutions to difficult problems or situations.
- Dealing with Ambiguity- Works effectively in situations involving uncertainty or lack of information, and responds flexibly to change.
- Drive for Results- Continually focuses on achieving positive, concrete results contributing to Microsoft's business success.
- Communication Skills- Writes, speaks, and presents information effectively and persuasively across communication settings.
Qualifications:
- To be considered for this role the candidate will have proven consulting skills and service delivery manager experience. A degree or equivalent with significant experience (minimum 5 years) in complex IT operations process related roles is required.
- The candidate requires a good understanding of operational support services, and experience in a support or service desk field would be viewed favourably. Certification in ITIL v2 Services Manager or ITIL v3 Expert or higher is a prerequisite.
- The candidate’s background may include a technical focus and an awareness of systems management technologies. Within your previous operations process experience you should be familiar with some of the following: Six Sigma methods, IT Governance frameworks such as Cobit, IT standards like BS15000 and ISO20000, business value methods like Gartner TCO, and project management frameworks like MSF or PMP.
- Bachelor's or Master’s Degree in Computer Science, Information Processing, Information Systems
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。