Overview
Are you passionate about AI-driven support, platform innovation, and operational excellence? Join the Help Platform team at Microsoft as a Senior Technical Solution Manager and help redefine the future of M365 Copilot driven help and support experiences.
In this role, you will lead the transformation of the operational lifecycle for Microsoft's largest internal Help & Support platform, powering the sales & delivery lifecycle for over 65,000 employees across global Microsoft Customer and Partner Solutions (MCAPS). You will champion the adoption of AI-led digital solutions, ensuring secure, scalable, and timely delivery of technical products and configurations. Your work will drive standardization, IP reuse, and optimization of technical spend, while maximizing AI-powered support experiences.
You will collaborate closely with engineering teams, business stakeholders, and global service integrators to deliver solutions that accelerate transformation and deliver measurable impact. By fostering a culture of innovation and showcasing Customer Zero practices, you will help shape the next generation of support experiences across Microsoft's commercial ecosystem.
Apply now to be part of our AI-first support transformation!
Are you excited about shaping one of Microsoft's most impactful and emerging platforms? Do you want to advance Microsoft's AI strategy , operational excellence , and global support experience ? Join the Frontier AI Solutions & Technology (FAST) team-the innovation engine driving transformation across Microsoft. We are redefining internal help and support through AI , automation , and scalable solutions that empower employees worldwide.
As a Senior Technical Solution Manager , you will operate in a dynamic, start-up-like environment within Microsoft, collaborating with engineering, operations, and business stakeholders to deliver world-class solutions. You will lead technical design and implementation for internal help and support capabilities, optimize tenant configurations, and ensure seamless integration across systems. Our work spans cutting-edge technologies- Azure , AI , Power Platform , microservices , and data-driven frameworks -to solve critical business challenges and accelerate transformation.
FAST is responsible for building apps and engineering solutions that enable roles across Microsoft, and internal help and support is at the heart of this mission-driving unified experiences and leveraging AI to deliver measurable impact. We are a highly energetic team delivering direct impact to Microsoft and its employees. If you have a passion for building impactful solutions in an agile environment and want to influence the future of M365 AI-led support , this is your opportunity to make a global impact.
Responsibilities
Partnership & Stakeholder Engagement
Drive cross-team collaboration between business and engineering to deliver integrated technical solutions for complex challenges.
Influence and secure stakeholder alignment on solution vision, strategy, and roadmap; clarify evolving requirements and priorities.
Advocate for resources, dependencies, and deliverables to ensure successful outcomes and ROI across multiple projects.
Portfolio & Project Management
Own end-to-end project schedules for solution areas, tracking progress, dependencies, and resource allocation.
Assess risks and implement mitigation strategies for large-scale initiatives.
Develop tailored communication plans and provide regular progress updates to stakeholders.
Solution Definition & Design
Define success criteria, KPIs, and OKRs for high-impact solutions; monitor adoption and performance metrics.
Develop solution vision and roadmap aligned with business objectives, security, and compliance standards.
Translate complex business requirements into technical specifications; partner with engineering to design and configure features.
Incorporate emerging technologies and research into solution strategies to drive innovation.
Solution Delivery & Optimisation
Lead user acceptance testing and validate end-user experience; ensure timely resolution of issues post-launch.
Partner with engineering to deliver solutions on time and within scope; monitor quality and configuration management.
Analyse success metrics and Voice of Customer feedback to optimise solution performance and inform future enhancements.
Thought Leadership & Change Management
Act as a trusted advisor, providing strategic guidance at the intersection of business and technology.
Prepare stakeholders for organisational change; develop communication and training plans for new solutions and tools.
Drive proof of concepts (POCs) and evaluate emerging technologies to ensure solutions deliver maximum business value.
Qualifications
Basic Qualifications:
Master's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field and 4+ years experience in project management, operations, or engineering. Or Bachelor's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field and6+ years experience in project management, operations, or engineering or equivalent experience.
Preferred Qualifications:
Excellent communication skills and ability to collaborate in a multi-disciplinary team consisting of Program Managers, Product Managers and Business Stakeholders.
Master's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field.
8+ years experience in project management, operations, or engineering OR Bachelor's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field.
12+ years experience in project management, operations, or engineering OR equivalent experience.
Project Management Professional (PMP) certification or equivalent.
Continuous Improvement certification, Lean Six Sigma certification, or equivalent.
Agile Certified Practitioner (ACP) or equivalent.
Change Management certification (e.g., Prosci Certification).
Culture: Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about/corporate-values)
Technical Solution Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (https://careers.microsoft.com/v2/global/en/accessibility.html)
