Operation Manager - Microsoft M365
New
India, rotational shiftFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- People ManagementStakeholder managementProcess improvement
Requirements
- Minimum 8+ years of experience in operations management or leadership roles within technical support environments, specifically Microsoft M365.
- Bachelor’s degree in a relevant field.
- Strong leadership, analytical, and decision-making skills with a results-driven mindset.
- Proven ability to manage large teams and drive performance through effective coaching and mentoring.
- Strong understanding of technical support operations, process design, and service delivery frameworks.
- Experience in KPI management, reporting, and continuous improvement methodologies.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to work in a fast-paced, rotational shift, work-from-home environment.
- Strong process orientation with the ability to implement scalable operational frameworks.
- Preferred experience in handling concierge-level support or complex enterprise support environments.
Responsibilities
- Define and implement operational strategies aligned with organizational objectives for Microsoft M365 technical support services.
- Lead, manage, and optimize end-to-end support operations, ensuring high service quality, productivity, and customer satisfaction.
- Monitor key performance indicators such as NSAT, team productivity, and service efficiency, driving continuous improvement initiatives.
- Collaborate with senior leadership to design policies, standards, and scalable operational processes.
- Guide, mentor, and develop team members including engineers, team leads, and management trainees.
- Oversee onboarding and training of new joiners, ensuring strong understanding of technical support processes.
- Identify risks, dependencies, and operational challenges, ensuring timely escalation and resolution.
- Drive performance management, employee engagement, and retention strategies within the team.
- Lead process optimization and transformation initiatives to improve efficiency and service delivery.
- Manage complex operational changes while ensuring smooth execution and stakeholder alignment.
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