Response Team Lead Dublin - Microsoft

Microsoft is looking for a Response Team Lead to join its Law Enforcement and National Security (LENS) team in Dublin, Ireland.  The successful candidate will be highly-organized, motivated, and comfortable leading a diverse team as part of our global workforce. Once training has been fully completed, LENS personnel may work remotely up to 50% of the time in our hybrid environment.

Organization

LENS is an integral part of the Customer Security and Trust (CST) organization within Corporate, External and Legal Affairs (CELA).  The CST organization is comprised of multiple teams responsible for Microsoft’s public policy and compliance practices relating to cybersecurity, cybercrime, critical infrastructure protection, security engineering, online safety, and lawful access.  As part of CST, the LENS team is responsible for balancing public safety and global trust in Microsoft through principled advocacy, and compliance with government demands that respect the rule of law and protect our customers’ privacy. LENS provides this support for Microsoft’s online services such as Hotmail & Outlook.com, OneDrive, Xbox Live, Skype, etc.

Within the global LENS team, response specialists review and respond to criminal and civil legal demands in compliance with Microsoft’s lawful access policies, customer commitments, and applicable laws.  Specialists are responsible for ensuring that these requests are processed both expeditiously and accurately.  This requires a keen eye for detail, superior judgement, and effective multi-tasking abilities. 

In addition to responding to legal demands, LENS also assists other teams at Microsoft in support of the company’s commitments to customer security and digital safety.  These teams are engaged in the detection and prevention of child exploitation, cybercrime, business email compromise, and other enforcement efforts to protect our customers’ security and privacy.  The role also involves regular engagement with law enforcement agencies, providing training on Microsoft’s policies and processes.

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Business Program Planning and Design

• Leads teams to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examine business trends (e.g., customer feedback and expectations) to identify audience size and program scope, stay current, agile, and competitive, drive clarity, and deliver energy and results of outcomes impacting the broader unit. Helps teams understand overall business goals, objectives, and strategies, as well as short- and long-term business priorities. Coaches teams to understand and identify current program risks, impact, and mitigation plans impacting the broader unit.
• Leads teams to identify and scope opportunities to develop new programs and improve current ones impacting the broader unit. Coaches teams to identify and resolve root problems (e.g., root-cause analysis), define the program strategy, gather program requirements, identify resource needs, create the project plan and targets, and work across teams to align on the plan of record. Helps teams improve operations of existing programs by applying industry methodology, defining program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Leads teams to drive clarity in complex program issues and strive for simplification.
• Leads teams to work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design programs from initiation to delivery. Tactically delegates the need for delivery of collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met. Simplifies complex inputs into program design.
• Leads teams to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.

Business Program Excellence and Execution

• Leads teams to define and execute on a landing and communication plan, such as the target audience(s) and communication strategy, and gets feedback from teams if communication has landed. Helps teams maintain the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Leads teams to work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.
• Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy in. Helps teams leverage data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact. Helps teams adapt communication style and storytelling strategy according to audience and business needs.

Business Program Management

• Leads teams to overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and resource needs for programs. Ensures capacity of the team is aligned to project workload and complexity. Helps teams communicate the program status to relevant stakeholders and holds them accountable for following the established schedule and processes. Establishes objectives and success criteria for the project in an inclusive collaborative manner with all stakeholders.
• Leads teams to act as system architects to understand how systems work and impact one another. Helps teams work with other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Helps teams develop processes around scope and scheduled changes for programs, and provides close guidance on how to communicate it to stakeholders. Leads teams to recognize process gaps/inefficiencies and drives strategies for optimization.

Business Program Evaluation and Improvement

• Leads teams to conduct cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Helps teams drive monthly business review (MBR) and helps teams run rhythms regularly to identify what is working and what is not and make improvements accordingly.
• Leads teams to collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as acquisition, usage, impact, effectiveness, and customer feedback to use scorecards and dashboards to monitor programs and ensure all activities align with business and program objectives, and to report up to leadership and create leadership visibility. Helps teams use data analytics (e.g., scenario analyses) to derive insights and training that help identify current and/or future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned that impact the broader unit.
• Leads teams to utilize direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly. Helps teams define vision and strategy for change, broad and specific impact, and the flow of communication to the organization. Helps teams ensure buy in and adoption of the new program or change by others in the organization. Encourages teams to develop the collateral required to enable key stakeholders and others to be onboard. Leads teams to drive the training, reskilling, and mapping of individuals in partnership with Human Resources (HR).

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND experience in program management, process management, process improvement
  • OR equivalent experience.
• Management (e.g., people, project, process, vendor, change) experience.

All employees hired into roles supporting Cloud Offerings will also be required to pass Microsoft background checks prior to the start of employment and every two years thereafter.

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. 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.