MS Global Team Re-org

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Global Support Restructuring


Drove Agile reorganization of global support teams across 10 product lines.

Achieved immediate improvement in 7 of the 8 target metrics.

Fixed and finished this global initiative that had stalled for months prior to our involvement.


  • Led global workflow update for over 8000 support engineers
  • Used Agile method to expedite impact by pairing highest demand product lines with launch-ready field teams.
  • Managed governance to ensure clarity and consistency across all 14 regions.