Senior Operation Manager - Microsoft M365
New
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Operations ManagementStakeholder managementTechnical support
Requirements
- 8+ years of experience in operations leadership or management roles within technical support environments.
- Specific expertise in Microsoft 365 support operations.
- Deep understanding of enterprise support models, incident management, and service delivery frameworks.
- Proven ability to lead large teams in fast-paced, global support environments.
- Strong focus on performance management, coaching, and team retention.
- Hands-on experience in client-facing roles, including conducting MBRs/QBRs and stakeholder management.
- Experience handling enterprise customer escalations.
- Strong analytical, problem-solving, and process optimization skills.
- Capability to influence senior stakeholders and drive alignment across teams.
Responsibilities
- Define and implement operational strategies aligned with business goals, ensuring service delivery excellence across Microsoft 365 support operations.
- Oversee end-to-end team operations, including workload management, escalation handling, performance tracking, and productivity optimization.
- Lead client engagement activities including MBRs and QBRs, ensuring strong stakeholder communication and issue resolution.
- Drive continuous service improvement initiatives by identifying inefficiencies and implementing scalable processes.
- Manage and mentor team leaders, engineers, and management trainees to support career progression.
- Monitor key operational metrics such as NSAT, SLA adherence, and productivity to drive outcomes.
- Collaborate with senior leadership to manage risks and support organizational transformation initiatives.
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