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Service Engineering Manager

Microsoft· Service Engineering
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London£74.7k - £122.6kfull-timePosted 1w ago

About the role

Microsoft Advertising is seeking a Service Engineering Manager to lead a team of Service and Automation Engineers, delivering advanced technical support and scalable engineering solutions to improve customer outcomes, service reliability and operational efficiency for Microsoft Advertising and partner publisher sites.

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 prioritise 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 prioritised 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.

Qualifications

  • Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.
  • People management and/or technical leadership experience.

Skills

Required:Languages and programmingSoftware engineeringAutomation and AILeadership and people management
Nice to have:Domain knowledge
Last updated Oct 16, 2026. Interested? Apply on the company site.

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