Microsoft Corporation ITSM Architect in Milan, Italy

IT Service Management Architect

The IT Service Management practice is looking for an Architect with expertise in Cloud Services, with a solid background in IT leadership, IT Service Management principles, executive presence and consulting skills. The Architect role requires deep IT Service Management knowledge, broad technical knowledge (including Microsoft and non-Microsoft products), and the ability to design solutions by mapping customer business problems to reusable end-to-end process, and process-combined-with-technology, solutions. Demonstrated ability to engage in IT and business executive discussions related to availability, agility, business value, costs, security management, disaster recovery, and the value of process in an enterprise environment is required.

Microsoft’s Cross Domain Delivery (CDD) maximizes the business impact of Microsoft solutions and the value of Digital Transformation by providing cross domain expertise and experience to deliver the best of Microsoft and the most complete solution to our customers. Within, the IT Service Management (ITSM) practice lights up Digital Transformation through improvement to People, Process and Governance.


  • Lead clients through ITSM driven improvements. Deliver IT Service Management services including Workshops, Assessments, Service Improvement Programs and other IT operations consulting services.

  • Architect works closely with other Services team(s) to develop and define the Complex Solution for the customer.Participate in project kick-off and quality assurance as needed.

  • Architect must be effective in fostering executive level relationships, translating Complex Solutions into contractual documents and/or engaging in contract negotiations.

  • Architect works with Services and Sellers team(s) to qualify, pursue and close the most strategic opportunities.

  • Architects own delivery of the estimates to the stakeholders and customer.

  • Share best practices with team members to help enhance the quality and efficiency of customer support.

  • Build lasting relationships with the Microsoft Business Groups by working through appropriate escalation channels.

Key Success Factors:

  • Effective communication, facilitation and influencing skills – ability to present ideas clearly, concisely and comfortably.

  • Presenting complex development topics to both executive and technical personnel.

  • Collaborative leadership skills - exhibits willingness to engage other business partners within the organization, is innovative, creative and a team player with a solution-based approach to capture opportunities and remove barriers.

  • Clear and Critical Thinker - strong decision-making skills: take proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organizational and analytical skills together with leveraging multiple methodologies to ensure customer success.

  • Playing a vital part in business strategy by providing internal practice management risk assessment and review.

  • Driving successful solution deployments by ensuring proper business value and customer/partner satisfaction.

  • Growing the business through mentoring, talent pipeline development, and community evangelism.

  • Provide technical mentoring, assessment and development to consultants in related technical communities.

  • Contribute to IP development, reuse initiatives, and drive proven practices in architecture, planning, and customer relationships.

  • Self-starter, energizing, results oriented, and able to multi-task.

  • Providing customer guidance during product and services sales cycle.

  • Driving operational excellence and innovation.

  • Ability to solve challenging problems and deliver timely and high-quality design solutions when presented with conflicting requirements, business demands, and technical risks.


  • BS/BA or MS/MA/MBA in CS, EE, MIS, Business or related field, or equivalent work experience, combined with a minimum of 5 years relevant working experience including Enterprise environments.

  • ITIL Expert certification and has applied that knowledge to real work situations around Service Strategy, Design, Transition, Operations and/or Continuous Service Improvement.

  • Applies advanced operations analysis skills and experience in principals of ITIL/MOF, Project Management, Six Sigma, ISO20000, BS15000, and CMM to define appropriate customer solutions.

  • Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery.

  • Demonstrated experience running an IT operation combined with consulting and project management skills.

  • Candidates should have familiarity with:

  • Azure/O365 or other cloud platforms

  • Large Scale Desktop/Laptop migrations or upgrades

  • Datacenter management and consolidations

  • IT Operations manager or director level experience

  • Consulting experience

  • Project management certification and or and experience

  • Other Service Management and IT Operating frameworks (i.e. IT4IT, COBiT)

  • This role will require frequent travel (50%). Fluent English and Italian verbal and written communications skills are a must, and fluency in another language is preferred but not essential.

Working at Microsoft

We are part of multi-Cultural environment, adaptable, collaborative, customer focused, results-driven influencers with good judgment and a growth mindset. No matter where you work or what you do it's people that make the difference.

Empower every person and organization on the planet to achieve more. That's what inspires us, drives our work and pushes us to challenge the status quo every day. At Microsoft we also work to empower our employees so they can achieve more. We believe we should each find meaning in our work and we ensure employees have the freedom and the reach to help make a difference in the world.

Microsoft values different life experiences and viewpoints. We seek out people from diverse backgrounds and encourage them to take risks and approach challenges unconventionally. We will invest in your health and financial future, and encourage you to pursue your interests and passions. Our products and technologies help you balance life away from the office and enable you to handle your schedule efficiently.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at .

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