Process Lead

Job Description

• This is the global lead role supporting Microsoft’s Service Desk and has overall accountability of the function. This role has oversight of the regional stakeholders across various functions. The role will be responsible for supporting our client’s local marketing activities via a centralized Service Desk ecosystem. The Global Program Lead will be accountable for managing MRM’s Regional Program Leads and being the primary contact for our client stakeholders. This role is the single point of escalation for Field Service Engagement Managers and leads all QBRs.
• Service Management: Overall accountability for the Global Service Desk and provides strategic and operational oversight to the Regional Program Leads. Manages the service against defined KPI’s and success measures. Ensures all requests are properly captured through the systems and leads all monthly and quarterly service reviews. Provides service updates and reviews feedback for contin...