Senior Program Manager, Global Security Operations Centers (GSOCs)
Operations
Redmond, WA, USA
USD 97,600-188,400 / year
At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. In support of that mission, Microsoft Global Security protects what matters most: the safety of our people, the continuity of our operations, and the security of Microsoft's assets and workplaces worldwide.
The Senior Program Manager, Global Security Operations Centers (GSOCs), serves as the strategic operational leader responsible for the performance, effectiveness, and continuous evolution of Microsoft's GSOCs located in Redmond, WA, and Hyderabad, India. This role drives operational excellence across a 24x7 security operations environment that provides security monitoring, alarm response, incident intake, dispatch, event escalation, travel security support, emergency communications, and crisis management capabilities.
The successful candidate will lead operational governance of Microsoft’s GSOC supplier partners, drive technology and process modernization initiatives, coordinate cross-functional security operations programs, and strengthen enterprise situational awareness capabilities. This position requires a highly collaborative leader who can influence across organizational boundaries, manage complex operational programs, and leverage technology, data, and innovation to improve service delivery and operational outcomes.
Responsibilities
GSOC Operations and Service Delivery
- Drive operational excellence across the Americas Global Security Operations Centers, ensuring the delivery of consistent, high-quality 24x7 monitoring, dispatch, notification, incident escalation, and security operations support services.
- Establish operational priorities, performance measurements, and service delivery expectations aligned with Global Security objectives and stakeholder needs.
- Monitor operational performance through key performance indicators (KPIs), service level agreements (SLAs), operational metrics, and customer experience measures.
- Analyze operational trends, identify service gaps, and implement corrective actions to improve operational effectiveness, resiliency, and efficiency.
- Develop and maintain operational scorecards, reporting mechanisms, and business reviews that communicate operational performance to leadership and stakeholders.
- Ensure operational procedures, escalation protocols, and response frameworks remain effective, current, and aligned with evolving business requirements.
Supplier Governance and Contract Management
- Serve as Microsoft's primary operational relationship manager for GSOC service provider partners.
- Establish and maintain governance frameworks that drive accountability, transparency, service quality, and continuous improvement.
- Conduct recurring operational reviews, quality assessments, and performance evaluations with supplier leadership teams.
- Identify operational risks, compliance concerns, performance deficiencies, and service delivery challenges; develop and monitor remediation plans through completion.
- Partner with Procurement, Global Security leadership, Legal, and business stakeholders to support contract management and performance requirements.
- Drive supplier alignment with Microsoft policies, operational procedures, service expectations, and strategic objectives.
Crisis Management and Incident Response
- Provide operational leadership during significant incidents, crises, business disruptions, and security events requiring enterprise coordination.
- Support enterprise incident management processes by coordinating information flow, escalation, decision support, and executive awareness activities.
- Partner closely with Enterprise Crisis Management, Security Operations, Executive Protection, Investigations, Security Engineering, Workplace Services, and other stakeholders during critical events.
- Lead after-action reviews and operational assessments to identify lessons learned, corrective actions, and opportunities for future improvement.
- Support planning, execution, and evaluation of crisis management exercises, simulations, and operational readiness activities.
Process Improvement and Operational Excellence
- Drive continuous improvement initiatives that enhance operational quality, customer experience, response effectiveness, and resource utilization.
- Identify opportunities to streamline workflows, eliminate inefficiencies, and automate repetitive operational processes.
- Lead cross-functional projects supporting modernization of GSOC capabilities, operational procedures, and service delivery models.
- Develop, implement, and maintain operational standards, playbooks, procedures, and governance documentation.
- Utilize Lean methodologies, process improvement frameworks, and data-driven decision making to optimize operational performance.
- Promote a culture of accountability, operational discipline, innovation, and continuous learning.
Security Technology and Systems Management
- Partner with Security Engineering and technology stakeholders to improve the effectiveness and utilization of operational security systems.
- Support the lifecycle management, testing, deployment, adoption, and optimization of security technologies supporting GSOC operations.
- Contribute to technology modernization initiatives including command center technologies, alarm monitoring platforms, incident management systems, mass notification capabilities, video systems, reporting tools, and analytics platforms.
- Drive adoption of automation, artificial intelligence, machine learning, and data analytics solutions that improve operational effectiveness and situational awareness.
- Evaluate and advance the use of artificial intelligence, automation, and emerging security technologies to enhance situational awareness, improve operational effectiveness, create efficiencies, and strengthen Global Security capabilities.
- Continuously research, assess, and champion innovative technologies and AI-enabled solutions, identifying opportunities to optimize workflows, reduce manual effort, improve decision-making, and support the evolving mission of Microsoft Global Security.
Stakeholder Engagement and Strategic Partnership
- Develop trusted partnerships across Global Security, Workplace Services, Security Engineering, and other business functions.
- Communicate operational risks, trends, opportunities, and recommendations to leadership audiences.
- Represent the GSOC organization in cross-functional working groups, strategic initiatives, and enterprise projects.
- Serve as a trusted advisor on security operations, command center capabilities, operational readiness, and service delivery strategies.
- Foster collaboration between regional and global operational stakeholders to improve consistency, effectiveness, and enterprise-wide security outcomes.
Professional Development
- Maintain awareness of emerging threats, industry best practices, and evolving security operations technologies.
- Share knowledge, lessons learned, and operational expertise across the Global Security organization.
- Participate in professional development opportunities that strengthen leadership, operational, technology, and crisis management capabilities.
- Serve as a thought leader and trusted business partner within Microsoft Global Security.
Other
- Embody Microsoft's culture and values.
- Participate in rotating 24x7 on-call responsibilities.
- Respond to significant incidents and emergency situations outside normal business hours as required.
- Travel domestically and internationally as business needs require.
- Perform additional duties as assigned.
Qualifications
Required / Minimum Qualifications
- 4+ years experience in security program or program management or related field
- OR equivalent experience.
Other Requirements:
Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
Additional or Preferred Qualifications
- Bachelor's Degree in Business, Emergency Management, Criminal Justice, Security Management, Intelligence Studies, Technology Management, or related field and 8+ years of experience in security operations, crisis management, command center operations, emergency communications, intelligence operations, physical security, or related disciplines.
- OR equivalent combination of education and professional experience.
- 5+ years of experience managing operational programs, strategic initiatives, supplier relationships, or service delivery functions.
- Experience operating within a 24x7 mission-critical environment.
- Experience utilizing operational metrics, service level agreements, and performance reporting to drive continuous improvement.
- Experience leading complex cross-functional projects involving multiple stakeholders.
- Experience communicating effectively with executive leadership, external partners, and business stakeholders.
- Master's Degree in Business Administration, Security Management, Emergency Management, Public Administration, or related discipline.
- Experience supporting Global Security Operations Centers (GSOCs), Command Centers, Fusion Centers, Emergency Operations Centers (EOCs), or Security Operations environments.
- Experience managing outsourced service providers and strategic vendor relationships.
- Experience with Lenel OnGuard, security monitoring systems, mass notification platforms, video management systems, incident management tools, and related technologies.
- Experience supporting travel security, protective intelligence, crisis management, business continuity, or emergency response programs.
- Experience utilizing Power BI, Power Platform, Microsoft 365, Copilot, and data analytics tools to improve operational outcomes.
- Demonstrated experience leading technology modernization and operational transformation initiatives.
- Professional certifications such as CPP, PSP, ASIS CSMP, PMP, CBCP, CEM, or equivalent industry certifications.
Security IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $125,000 - $206,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.