Group Manager - Services Customer Operations Manager

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovation that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations and the value we deliver across Microsoft and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy.

Field & Scale Operations, within Microsoft Business Operations, provides operations support for Microsoft Services Customers and Sellers to accelerate seller productivity across the Services business. We are accountable for designing and executing deal management services across the customer lifecycle. We deliver process efficiency, timeliness, quality and compliance - all while providing an exceptional customer experience. We are looking for team members to join our team to focus on delivering exceptional experience. 

The Group Manager: Services – Customer Operation Manager role offers a chance to thrive in a leadership position within a high-performing organization.  With numerous opportunities to drive transformation across a global footprint and engage multiple cross-organizational stakeholders, it is ideal for a dynamic leader who delivers results through teams and leads with empathy.

As an Operations organization, we aim to make doing business with Microsoft easy.  The hiring organization, EMEA Field Operations (FO), sits within Microsoft Business Operations (MBO). Microsoft Business Operations (MBO) launches, transacts, optimizes, and closes gaps for the Company.   MBO transacts using a continuously modernizing performance engine for Microsoft’s existing commercial businesses, and we close gaps to accelerate the success of Microsoft’s emerging businesses and organic ventures.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.   We invite you to learn more about Operations, and the value we deliver across Microsoft and to our customers and partners.  We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, recognizes, and rewards great work.

Group Manager - Services Customer Operations is a people manager role.  The selected individual will work closely with 1) Field Sellers and leaders, 2) End customers, 3) other Services Customer operations Managers (S-COMs) & their teams and 4) other internal stakeholders (examples: Operations Deal Managers (ODMs), vendor support teams, Deal Desk, deal approvers, etc).  Our Field Operations (FO) team provides operational services that include end-to-end deal pursuit, orchestration and management, deal reviews and advisory services to provide the most efficient path for order-to-cash & post support realization.

The expected impact from this role includes:

• Organizational Leadership: Be the leader that 1) enables a successful S-COM team, achieving maximum business value 2) fosters global thinking, to evolve the global organization for greater efficiency and broader impact 3) enables a diverse and inclusive environment within Business Operations, where great talent is developed and maximum potential is realized.
• Deal Pursuit, Orchestration and Execution: Enable an efficient end-to-end deal engine through S-COMs orchestrating deals end to end while engaging sellers, customers, support teams and other key stakeholders ;  executing steps to influence & shape deal construct, ensuring all contractual deliverables are completed on time and with quality to enable transformational deals. Engage across organizations to resolve complex deal issues, as needed. Enable clear and concise communications to senior field & operations LT.
• Market understanding & Amplify the Voice: At any given point of time, have a clear view of what is critical to success for Microsoft, evolving strategies to adapt by understanding customer & business trends etc. Amplify the voice of Operations to field leadership and vice-versa from field to Operations leadership on how Operations is (or needs to) enable / unblocks issues in each market
• Quarterly planning & execution: Have a disciplined planning & execution rhythm for S-COM scope for each quarter in advance of the quarter, with the full team aligned and clear on their role to deliver
• Pipeline and Close Management: Engage, enable and sustain a very tight pipeline and fiscal close review rhythm with sales leadership across markets to keep high focus on critical business deals, deal construct shaping and facilitating the journey through the deal lifecycle

The ideal candidate will be comfortable working in a highly matrixed, multinational organization, exhibit outstanding people management, organizational, planning, communication, judgement and negotiation skills, uses data and analytics to drive performance insights and improvements, and has a strong customer and compliance focus.

Minimum/ Required Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.
• 2+ years management (e.g., people, project, process, vendor, change) experience.
• This role requires proficiency in written, reading, and conversational English as all business operations as well as customer communications are conducted in English. 

Preferred Qualifications

• Experience in managing projects, vendors, and processes and change initiatives
• Demonstrated thought leadership, decision-making, and impactful influence with a proven ability to collaborate effectively to drive business goals and achieve key metrics
• Proven analytical and problem-solving skills to deliver global solutions that support business objectives
• Experience in using Business Process Management (BPM), Six Sigma, Lean, Agile, and/or Scrum methodologies, with ability to model as-is and to-be processes.
• Experience with the Quote to Cash lifecycle (quotes, agreements, orders, adjustments) to enable improved operational performance (or similar)
• Industry experience in Technology/ AI, Cloud and/or Supply Chain, Compliance/Controls.

Work Location:

• On‑site presence expected at least three days per week, in alignment with team and business need.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.