Adoption, Change and Service Management Architect

Overview

The Adoption, Change and Service Management (ACSM) practice is looking for an Adoption, Change and Service Management Architect with demonstrable experience in managing and governing strategic and operational change in large public and private sector organisations, coupled with a solid background in Change Leadership and consulting. The role requires deep knowledge in organisational change, user adoption, operational modelling and cloud service management. A broad knowledge of change, service and portfolio methodologies and approaches is expected, along with the ability to design change and operational solutions that modernize and transform technology services to maximise business outcomes. Demonstrated ability to engage in Csuite discussions related to development of change management, operational modelling and associated cultural transformation models.  Microsoft’s ACSM practice maximizes the business impact of Microsoft solutions and the value of Digital Transformation by providing cross industry expertise and experience to deliver the best of Microsoft and the most complete solution to our customers.

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

Understanding Customer/Partner Technical Environment

• Gathers customer/partner insights from a broad range of stakeholders as well as the main business sponsor to shape and form both the definition and ongoing execution of projects. Identifies and evaluates industry trends (customer industry verticals, information technology [IT] industry). Adapts business models, plans, and solutions to insights.
• Works with customer/partner stakeholders (e.g., Enterprise Architects, Security Team, Development Team, Operations Team) and business sponsor to socialize both the business solution and the project approach to determine if changes are needed to the business solution. Where the cost of change is accepted by the customer, shares this feedback with the project team and the broader account team to make the necessary adjustments using mechanisms such as updating the solution approach and projected costs in presales and change requests in delivery. Contributes to Microsoft-centric operations and cadences to align with customer feedback.
• Uses evidence-based approach to represent the customer/partner as a customer advocate and shares insights with Product Engineering teams and the business with a view to improving Microsoft technologies, products, services, and offerings such that they can better meet customer/partner needs across a territory.

Architecture Design and Deployment

• Leverages a structured approach to Architecture Projects using existing methodologies (e.g., Waterfall, Agile, Iterative) that make use of existing reference architecture and established architectural styles and design patterns. Proposes and develops new solutions to scale across multiple customers/partners. Builds and maintains an architecture description document, an architecture decisions log, and a requirements/constraints traceability matrix to ensure the rationale for the business solution's Architecture is known and understood.
• Defines and documents the architecture through an architecture description document, an architecture decisions log, and a requirements/constraints traceability matrix to communicate the value proposition of the business solution along with the project approach. Leads complex cost-based and technology-based discussions to explain the Architecture in terms of its build, deployment, and ongoing operational use to determine customer appetite for the business solution. Uses a business-value approach that values return on investment (ROI) and customer costs-savings over technical ease of execution.
• Collaborates with the Project Manager to jointly drive project/technical governance of the design, build, and deployment into use of proof of concepts (POCs) and pilots, using enterprise architecture processes and ensuring quality control through peer review. Works with customers to understand and demonstrate business value (e.g., release of revenue, cost savings) that the business solution realize.
• Works with the business sponsor and customer/partner stakeholders (e.g., Business users, Enterprise Architects, Security Team, Operations Team) to gather and ratify requirements and constraints. Manages and resolves complex ambiguity in the requirements and constraints and documents assumptions and implications where it cannot be resolved. Maintains the requirements/constraints traceability matrix to prove that solution components have a rationale/justification for inclusion in the architecture of the business solution. Drives development and execution of test plans to prove that each requirement/constraint has been implemented as expected by the customer. Where there are defects, works in close collaboration with the Project Manager and Customer to redress or accept and document the status of the test results.
• Collaborates with the Account Team and/or Bid Team to understand the business solution/problem. Drives agreement, based on the customer’s priorities, requirements/constraints, approach, principles, concepts, and expectations. Builds and documents a realistically costed, advanced/complex Solution Approach with traceability of requirements, constraints, decisions, and tradeoffs that balances risk, technical credibility, and technical innovation to meet customer need, predominantly based on existing solution offerings and/or reference architecture. Jointly leads the implementation in close partnership with the Project Manager. Leads oversight and governance and establishment of quality practices and standards to realize the business solution. Uses a cohesive build methodology with an agreed release schedule and timeline so the solution can be transitioned to live operations, leveraging solution expertise. Ensures communication of and adherence to the pre-sales value proposition. Works with the Project Manager to highlight where assumptions have proven false. Uses change requests to modify the Solution/project approach when needed. As needed, collaborates with subject matter experts to receive specialized advice that can help define the Solution and project approach and increase the time to value for the customer.
• Anticipates and identifies scenarios that could slow or impede pre-sales/delivery. Orchestrates the broader Microsoft team to address technical blockers and works with account/project team to resolve non-technical issues. Reports significant problems to Microsoft management and resolves escalations when needed. Plans a way forward in complex and ambiguous situations with an innovative approach and durable design. Delegates and leverages specialist skills of others to drive technical alignment across internal/external teams. Coordinates disparate approaches into a single plan of action for complex scenarios.
• Works in close collaboration with the Project Manager and Account Team to identify, categorize, and communicate business and technical risks. Defines risk mitigation activities that are foundational to the project plan. Defines risk contingency plans for invocation should the risk occur. When appropriate, oversees a broad portfolio of accounts. Manages and ensures the all-up delivery of consulting engagements, as necessary.

Practice Development

• Generates new and/or improvements to existing intellectual property. Connects gaps and patterns across business and technology areas to drive changes. Identifies which ideas should be culled, with consideration for scale across customers. Drives the re-use of intellectual property and recommends practices in both pre-sales and delivery. Participates and contributes to internal/external communities.

Trusted Advisor

• Develops a network of internal/external relationships with senior-level decision makers to build influence in addressing problems/blockers and facilitating additional views on the matter of interest. Acts as an advisor to external stakeholders. Provides direction to facilitate relationships between others. Stays up to date on Microsoft’s technologies, products, and services in order to communicate Microsoft's mission, strategy, and capabilities. When appropriate, develops a strategic relationship with key stakeholders within the customer portfolio, often as part of a steering committee, to ensure service delivery is on track and major issues are being anticipated, identified, and managed.
• Uses evidence-based arguments that articulate complex concepts in a simple manner to respectfully challenge Microsoft and customers/partners when a decision or course of action will not produce optimal results. Leverages strategic expertise to encourage alternative approaches where applicable. Serves as the "technical conscience" to challenge the status quo and unrealistic expectations. Proactively resolves conflicts and seeks resolution to balance the overall outcome. Drives consensus where possible and leads decisions to resolve conflict when needed.
• Leads the adoption of Microsoft solutions technologies based on understanding of competitor solutions and how customer business value can be driven through Microsoft's offerings. Differentiates Microsoft's solutions in customer/partner conversations to influence the industry-wide direction for specific architecture(s).

Thought Leadership

• Leads virtual teams around technologies and customer/partner challenges by sharing ideas, insight, and strategic, technical input with technical teams, internal communities across the field, and the larger virtual team across Microsoft using knowledge of Microsoft architectures and their context in the competitive landscape.
• Participates in external architect community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with internal team. Acts a mentor to less experienced colleagues by educating them on technical and non-technical concepts and sharing best practices. Demonstrates deep industry knowledge and drives recognition for Microsoft solutions through presentations and engagements with external audiences.

Qualifications

Required/Minimum Qualifications

• Bachelor's degree in:Information Technology, Computer Science,Business Administration, Organisational Psychologyor a related field AND 8+ years' experience in organisationaltransformation solutions, practice development, consulting, and/or technology domain (e.g., Security)
• OR equivalent experience:10+ years managing complex cloud-based transformationchange projects or portfolios.
  5+ year(s) experience leading blended, multidisciplinary teamswith a focus on organisational change.
  

Additional Professional Certification would be a bonus:

• Certification in Change Management. Examples: Prosci Certified Change Practitioner, ACMP Certified Change Management Professional, CCMP Certified Change Management Professional, CMI Accredited Change Professional, Human Synergistics.
• Certification in ITSM. Examples: ITIL4 Managing Professional/Strategic Leader/Master, COBIT2019 Design & Implementation, SIAM Professional, VeriSM Foundation, Kanban, SVC Mapping, Consultant/Auditor certifications in: ISO/IEC 20000 / 27001 / 38500 / 42001.
• Other certification areas that are useful: AI, Agile Scrum, Lean IT, DevOps, CI-CD Pipelines, CMMI, TOGAF, ETOM, Six Sigma, PMI, PRINCE2/P2Agile, MoR, SDI, Kotter Change Model, Lewin’s Change Model, AWS Cloud Practitioner, GCP Foundation or Associate.