Senior Operations Manager – Microsoft M365

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

📋 Description

• Develop strategies in conjunction with senior management and establish policies that align with the organization's objectives.

• Implement effective processes and standards to improve operations.

• Collaborate with both subordinate and senior management levels, engaging in negotiations and influencing key decisions.

• Manage team operations while creating innovative solutions, utilizing and adapting existing methods and procedures as necessary.

• Understand the strategic direction set by senior management, effectively communicate team goals, deliverables, and keep the team informed about changes.

• Prepare client presentations that highlight challenges and raise requirements or support as needed, demonstrating a deep understanding of business needs and growth.

• Provide guidance to our in-house Management Trainee.

• Possess experience in client management, with the ability to engage clients efficiently; presenting Management Business Reviews (MBR) and Quarterly Business Reviews (QBR) is preferred.

• Monitor NSAT Scores and the productivity levels of team members closely.

• Conduct induction for new hires, including Engineers and Team Leaders, on the technical support process.

• Manage critical and complex changes wherever applicable.

• Initiate and drive continuous service improvement initiatives.

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

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

• Exhibit an innovative and transformational mindset to discover opportunities for process optimization.

⛳️ Requirements

• A graduate degree with at least 8 years of experience in a managerial or head role within the Technical Support process (Microsoft M365).

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

• Work Location: Remote opportunity (Work from Home).

• Shift Timings: Rotational (as per business needs; may include NOAM, EMEA, LATAM, or Graveyard shifts).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work environment with a focus on work-life balance.

• Access to the latest tools and technologies.