Our client is the leading global digital marketing services organization (agency) operating in multiple countries.



  • This is the global lead role supporting our Microsoft’s Service Desk and has overall accountability of the function. This role has oversight of the regional stakeholders across various functions. The role will be responsible for supporting our client’s local marketing activities via a centralized Service Desk ecosystem. The Global Program Lead will be accountable for managing MRM’s Regional Program Leads and being the primary contact for our client stakeholders. This role is the single point of escalation for Field Service Engagement Managers and leads all QBRs. 
  • Your core day-to-day responsibilities include:  
  • Service Management: Overall accountability for the Global Service Desk and provides strategic and operational oversight to the Regional Program Leads. Manages the service against defined KPI’s and success measures. Ensures all requests are properly captured through the systems and leads all monthly and quarterly service reviews. Provides service updates and reviews feedback for continual improvement. 
  • Hiring and People Management: Responsible for the management and oversight of all Service Desk staff. Has direct oversight of the Regional Program leads and works to retain, promote and on-board services desk staff. Manages the planning process and the resource capacity requirements. Ensures service desk staff data is reflected in the appropriate systems.  
  • Service Deployment & Readiness 
  • The Global Program Lead and their team will be an integral part of Microsoft’s Marketing Service Desk community. This role will ensure that Marketing Coordinators participate in all relevant calls and that they have completed all the necessary trainings of the program. This will help drive on-going improvement and innovation through shared practices and thought leadership. This role will have key input in suggesting process improvement and ensuring all change management is activated and deployed. 
  • Business Development: This role supports Microsoft’s efforts to promote the Marketing Service Desk broadly within Microsoft’s organization. Microsoft’s objectives are to centralize more activity under the Service Desk. This role will be expected to develop clear value proposition on staffing MSD resources through their respective agency. Promote awareness with internal Agency Stakeholders & local office. Proactively seeks opportunities to grow the MSD through pitching their services to internal Microsoft stakeholders.

Required Competencies/Skills: 

  • Proven skills in written and verbal communications 
  • Intermediate to advanced project management strategies and tools 
  • Basic business, systems, and process analysis 
  • Demonstrated understanding of marketing communications vehicles, tools and execution, both online and offline 
  • Ability to articulate and evangelize services with stakeholders 
  • Relationship management, collaboration and conflict resolution skills  
  • Knowledge of Microsoft brand and products 
  • Required Experience:
  • 10 years solid marketing communications (agency or client side) business operations or business consulting experience
  • People/team management experience required

Urgent Hiring!


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