Operations Manager

Role: Dynamics Operations Manager
Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of highly dedicated professionals who deliver world class services with partners, earning customer confidence, trust, and loyalty by improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement. Microsoft Dynamics Product Support is a Microsoft services & support offering targeted at Dynamics customers and ISVs. Sonata s Dynamics CSS team is a group of efficient technical team who have a customer facing role and provide installation and configuration support, operational and technical support, query resolution and troubleshooting assistance to all Partners and Customers and act as customer s advocate. The Operations Manager role will manage Support Engineers and Tech Advisors as well as work closely with the MSFT technical team to ensure smooth run of operations to meet key business objectives.
RESPONSIBILITIES SUMMARY: experienced

• Manage teams of Individual contributors to achieve annual performance commitments at the program operational level
• Ensure that the teams maintain the appropriate level of technical depth for current and future Microsoft product and support plans
• Make key decisions about attracting, hiring, developing, and retaining talented Support Engineers
• Manage the budget in areas of morale spending, telecom, and training at the team level.
• Should be able to connect the business strategy with team/technology performance results.
• On occasion, the focus of this role requires the handling of escalated customer issues which include direct customer communications / interaction. The overriding focus of this includes providing quality CPE in a cost efficient manner.

Job Description:
Operations Management 60%

• Ensure the Operations ecosystem is capable of achieving strategic business objectives and meet offerings commitments to include staffing, process, systems and tools.
• Implements metrics to drive continuous improvements
• Maintain the business relationship and partnerships with key operational and offerings SMEs
• Understand existing tools, processes and cycles of tool deployment and ensure that the day to day operations of Support Engineers are technically prepared, reporting is available and processes are complete and have been properly communicated.
• Conducting periodic internal auditing to ensure that the highest level of operational standards is held, and to establish run processes where needed
• Communicate Operational run health to the business stakeholders via meetings and reporting

People Management 30%

• Build high performance teams that consistently align with core delivery priorities
• Coach and develop direct reports, conduct regular connect meetings and hold annual performance reviews with direct reports. Lead the transformation acting as a change agent and being a role model
• Attract, retain and develop the right individuals
• Establish a diverse & inclusive team culture
• Lead the team by giving the required technical and functional knowledge
• Demonstrate Customer Focus, active listening and consultative approach

Self-Development/ Team Building 10%

• Acts as a role model and encourages continuous personnel and organizational improvement.
• Hold regular 1:1 meeting with directs to help chart development plans to improve performance
• Mentorship to other peer Operations Managers and Team leads. Share good experience and knowledge that is relevant to others

REQUIRED SKILLS

• 8+ years of experience in program leadership of customer, partner or client satisfaction measurements and improvements
• 2+ years of experience tracking, understanding, and driving improvements based on customer, partner or client feedback
• 3+ years of demonstrated ability to build/lead a team (i.e., technical support, service delivery, and/or customer-oriented environment), ability to hire, develop and retain top talent and set goals and expectation
• Ability to lead global and diverse virtual teams to deliver results, Strong People Management ability supporting Microsoft values
• Ability to encourage teamwork and collaboration through effectively managing change
• Problem solving and escalation management, Proven executive communication and presentation skills.
• Ability to influence at an executive level and navigate within an environment that requires the buy-in of multiple stakeholders across the organization.
• Advance English communication skills

TECHNICAL SKILLS (Preferred/Optional)

• Articulates technology, solutions, and services in a compelling way to all audiences.
• Tailors messaging to specific audiences with expertise
• Leads the adoption of Microsoft technologies to influence the industry-wide direction of specific technologies and services.

EXPERIENCE (Preferred)

• 8+ years of related experience

EDUCATION/CERTIFICATION

• SC, BE, B. Tech in CS or IT
• MBA preferred
• PMP, Project Management certified preferred