Service Engineering Manager

Microsoft Advertising is the destination for experienced, collaborative, and passionate digital advertising professionals seeking a rewarding career. We offer a compelling portfolio of advertising products, innovative solutions, and the opportunity to work with talented people across the digital advertising industry.

We are seeking a Service Engineering Manager to lead a team of Service and Automation Engineers, providing advanced technical support for the Microsoft Advertising business while building scalable engineering solutions that improve customer outcomes, service reliability, and operational efficiency. The role will support advertising experiences delivered through Microsoft Advertising and partner publisher sites.

This role combines people leadership, service engineering, and technical strategy. You will build solid partnerships across Product, Engineering, Support, Sales, and business teams to connect customer and operational needs with engineering priorities. You will guide the design and delivery of secure, reliable services, automation, and responsible AI capabilities, ensuring that customer feedback and service insights influence product and engineering investment.

Success in this role requires broad business and technical judgement, solid execution, and the ability to develop engineers who can operate across technical support, software and service engineering, reliability, automation, AI, and security. The Voice of the Customer will remain central to prioritization, service improvement, and product influence.

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.

Starting January 26, 2026, Microsoft AI (MAI) employees who live within a 50-mile commute of a designated Microsoft office in the U.S. or 25-mile commute of a non-U.S., country-specific location are expected to work from the office at least four days per week. This expectation is subject to local law and may vary by jurisdiction.

Responsibilities

• Lead, coach, and develop the team: Lead a team of Service and Automation Engineers, set clear priorities and outcomes, build technical capability, and create an inclusive environment where people can grow.
• Provide technical direction: Guide the design and delivery of scalable, secure, and reliable services, automation, and engineering solutions using technologies such as C#, .NET, and Microsoft Azure. Support sound technical decisions through design reviews, technical proposals, and targeted prototypes, while empowering engineers to own implementation and delivery.
• Own service health and operational performance: Ensure the team has the processes, tools, and technical readiness required to provide reliable services and meet customer and business expectations. Use service signals and engineering data to identify risk, remove friction, and prioritize improvement work.
• Build solid partnerships: Partner across Product, Engineering, Support, Sales, and business teams to connect customer and operational needs with engineering priorities, align on trade-offs, and deliver end-to-end solutions.
• Advocate for customers: Use customer feedback, support insights, and service data to identify systemic issues, influence product and engineering investment, and ensure the Voice of the Customer is represented in technical priorities and decisions.
• Translate operational needs into engineering work: Work with Support and Operations teams to understand customer-impacting issues and recurring pain points, clarify requirements, and convert those insights into prioritized engineering work and product improvements.
• Lead incident management and prevention: Guide the response to significant service incidents, communicate customer and business impact clearly, drive effective root-cause analysis, and ensure post-incident learning results in durable corrective actions that reduce recurrence.
• Drive automation and self-service: Lead the development of automation, diagnostics, preventative guardrails, and self-service capabilities that improve reliability, simplify operational processes, reduce manual effort, and create reusable solutions.
• Guide responsible AI adoption: Provide direction for the development and adoption of AI-powered capabilities, including copilots, large language model integrations, and agent-based workflows, with appropriate evaluation, security, safety, and monitoring.
• Use data to guide investment and measure impact: Combine customer feedback, operational data, service trends, and incident learning to identify priorities, evaluate outcomes, and measure the customer and business impact of engineering improvements.
• Raise engineering standards: Promote high standards across quality, reliability, security, privacy, and responsible engineering, while fostering a culture of accountability, collaboration, continuous learning, and inclusion.
• Protect customers and the marketplace: Guide the use of advertiser, publisher, campaign, and domain signals to identify patterns, safeguard advertiser return on investment, support user safety, and help detect fraudulent traffic and advertising practices.
• Manage suppliers where applicable: Set clear expectations for third-party vendors and service providers, monitor performance against service-level and contractual commitments, and address delivery or quality gaps.