Operations Manager – Microsoft M365

This is a fully remote position, open to applicants in India.

📋 Description

• Develop strategies in collaboration with senior management and formulate policies that align with organizational objectives.

• Execute efficient processes and establish standards.

• Work collaboratively across various management levels, including negotiating and influencing on critical issues.

• Oversee team operations and create or modify solutions, methodologies, and procedures.

• Comprehend and convey the strategic direction, team objectives, deliverables, and changes.

• Prepare presentations for clients, outline challenges, and communicate requirements or support needs.

• Offer mentorship to the in-house Management Trainee.

• Efficiently manage client relationships and present Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).

• Monitor NSAT scores and team productivity metrics.

• Onboard Engineers and Team Leaders into the technical support framework.

• Manage critical and complex change initiatives as necessary.

• Initiate and lead continuous service improvement strategies.

• Identify and promptly communicate potential risks and dependencies to stakeholders.

• Oversee performance management, career development, and retention strategies for team members.

• Recognize opportunities to enhance processes with an innovative and transformational approach.

⛳️ Requirements

• At least 8+ years of experience as an operations head/manager in a Technical Support process (Microsoft M365).

• Bachelor's degree required.

• Experience in the Concierge Line of Business (LOB) is preferred.

• Proven track record in client management.

• Capacity to engage clients effectively.

• Experience in presenting MBRs and QBRs is preferred.

• Proficient in tracking NSAT scores and team productivity.

• Ability to onboard Engineers and Team Leaders into the technical support process.

• Availability for rotational shifts, including NOAM, EMEA, LATAM, and graveyard shifts, based on business requirements.

• Must possess a laptop with 16 GB RAM.

• Operating system must be Windows 11 Pro.

• Internet connection must have a minimum speed of 50 MBPS for both upload and download.

🏝️ Benefits

• Provision of a laptop (16 GB RAM).

• Operating system support with Windows 11 Pro.

• Opportunity to work remotely (Work from Home).