Design Execution Supportability Architect

Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

The Design Execution Architect is responsible for translating established design strategies into clear, actionable work instructions for outsourced delivery teams. This role does not set design strategy but can influence it, ensures that all delivery work instructions are unambiguous, easy to interpret, and regularly updated to reflect tool/process changes and feedback. This role will work closely with representatives from our internal delivery management governance teams and outsourced delivery partners to ensure readiness for change and successful adoption within their organisations.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities
Work Instruction Development & Maintenance
Working Closely With Service Design Strategy Owners You Will

• Serve as a service delivery Subject Matter Expert (SME), providing expert guidance. Leverage your deep expertise and practical experience to provide authoritative guidance on service delivery processes, ensuring that work instructions are not only technically accurate and aligned to design strategy but also actionable and tailored to the needs of outsourced teams
• Ensure all instructions are clear, concise, and free from ambiguity, enabling consistent and accurate execution.
• Maintain and update work instructions as processes evolve, incorporating feedback from quality audits and delivery teams.
• Develop service delivery training materials for new services and existing services subjected to substantial or significant change. You will need to act in a "Train the Trainer" function for new service delivery launch training.

Quality & Continuous Improvement

• Develop comprehensive quality audit checklists in partnership with the GCM Quality Audit delivery team during the service design phase and ensure these are regularly updated in alignment with evolving work instructions.
• Review and optimisation of existing documentation, recommending design adjustments to optimise execution, reduce friction, and minimise ambiguity, informed by service experience feedback and quality audit results, while maintaining alignment with service strategy.
• As processes, work instructions and tools evolve, advise on measurements and reporting that can enable governance.
• Evaluate and migrate current work instructions to a contemporary Copilot-enabled solution, ensuring that all existing documentation is thoroughly reviewed and refined as part of the process.
• Review quality audit results and feedback to identify opportunities for improving work instructions and delivery processes.
• Proactively address gaps and delivery defects by updating documentation and collaborating with stakeholders to drive improvements.
• Monitor the effectiveness of instructions and make iterative enhancements to support operational excellence.

Stakeholder Collaboration

• Partner with outsourced Global Service Owners to develop work instructions and training materials to ensure that their delivery teams are fully prepared. You will also work closely with service delivery Partner Technical Advisors (PTA) who are responsible for end-to-end service delivery run management.
• Act as a liaison between design, operations, and delivery partners to facilitate smooth change management and knowledge transfer.
• Support delivery partners in landing changes within their organisations, providing guidance and clarification as needed during the launch and stabilisation period. This role will act as the liaison between the service owner and PTA/Delivery Partner.
• Partner with design strategy owners to clarify operational requirements, resolve ambiguities, and ensure that service designs are translated into feasible, scalable delivery workflows without altering the underlying strategy.

Communication & Change Management

• Proactively communicate updates and service delivery changes effectively to all relevant stakeholders.
• Support the rollout of new or revised instructions to delivery teams through appropriate communication vehicles, ensuring that they are well trained and equipped for success.
• Gather and act on feedback from PTAs, Service Delivery Managers (SDMs), Delivery Partners, Quality Audits and Listening to continuously refine and improve service documentation.
• Safeguard design intent throughout the execution phase by validating that delivery processes, tools, and behaviours align with the approved design strategy, and work with PTAs to identify and address deviations early.

Qualifications
Core Competencies:

• Demonstrated experience in developing, maintaining, and improving work instructions or process documentation for outsourced or distributed teams.
• Strong skills in technical writing, with a proven ability to produce clear, unambiguous, and actionable instructions.
• Experience working with quality audit processes and incorporating feedback into documentation and process improvements.
• Excellent stakeholder management skills, with the ability to collaborate across functions and with external partners.
• Familiarity with change management principles and supporting delivery teams through transitions.
• Strong attention to detail, analytical thinking, and a commitment to continuous improvement.

Preferred Skills

• Hands-on experience in process design and documentation.
• Exposure to process governance and continuous improvement initiatives.
• Ability to translate strategic objectives into functional, high quality operational workflows.
• Experience with knowledge management and documentation systems, including structuring content for usability and governance. (and Copilot-enabled retrieval)
• Experience in service delivery (preferably outsourced), operations, or process optimisation within a complex, cross-functional environment.
• Familiarity with Agile methodologies and backlog management.
• Excellent written and verbal communication skills.

Candidates holding the following qualifications or certifications will be preferred.

Bachelor's Degree in any of the following disciplines or related field, Industrial Engineering, Business Administration, Operations Management, Information Systems and Quality Management.

Preferred

• Scrum Alliance Certified ScrumMaster (CSM)
• Lean Six Sigma (Green Belt or Black Belt)
• Business Process Management Certifications:

 ABPMP CBPA / CBPP (Certified Business Process Associate/Professional)

• ITIL Foundation
• Project Management Certifications:

 PMP or PRINCE2

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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.