[Hiring] Design Execution Supportability Architect @Microsoft

Role Description

This role involves developing and maintaining work instructions and training materials for service delivery.

• Serve as a service delivery Subject Matter Expert (SME), providing expert guidance.
• Ensure work instructions are technically accurate, actionable, and tailored to outsourced teams.
• Maintain and update work instructions as processes evolve, incorporating feedback from quality audits and delivery teams.
• Develop service delivery training materials for new and existing services undergoing significant changes.
• Act in a “Train the Trainer” function for new service delivery launch training.
• Develop comprehensive quality audit checklists in partnership with the GCM Quality Audit delivery team.
• Review and optimize existing documentation, recommending design adjustments to reduce friction and ambiguity.
• Advise on measurements and reporting to enable governance as processes evolve.
• Evaluate and migrate current work instructions to a contemporary Copilot-enabled solution.
• Monitor the effectiveness of instructions and make iterative enhancements for operational excellence.
• Partner with outsourced Global Service Owners to develop work instructions and training materials.
• Act as a liaison between design, operations, and delivery partners for smooth change management.
• Support delivery partners in implementing changes within their organizations.
• Proactively communicate updates and service delivery changes to stakeholders.
• Gather and act on feedback to continuously refine and improve service documentation.
• Safeguard design intent throughout the execution phase by validating alignment with the approved design strategy.

Qualifications

• Demonstrated experience in developing, maintaining, and improving work instructions or process documentation for outsourced or distributed teams.
• Strong skills in technical writing, producing 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.
• 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.
• Experience in service delivery (preferably outsourced), operations, or process optimization within a complex, cross-functional environment.
• Familiarity with Agile methodologies and backlog management.

Requirements

• Bachelor's Degree in Industrial Engineering, Business Administration, Operations Management, Information Systems, or Quality Management.
• Scrum Alliance Certified ScrumMaster (CSM).
• Lean Six Sigma (Green Belt or Black Belt).
• ABPMP CBPA / CBPP (Certified Business Process Associate/Professional).
• ITIL Foundation.
• PMP or PRINCE2 certification.

Company Description