Microsoft Services organization is empowering our customers and partners to realize their full potential in a mobile-first, cloud-first world through digital transformation. And, we are empowering Microsoft Services globally, with world-class, high-quality operations.
Microsoft Services Operations charter is to build and iterate a people and process capability that enables our sales and delivery teams to execute with confidence and achieve more for our customers. Our priorities are to deliver valuable employee and customer-facing services and insights, identify and solve for simplification opportunities, and plan and deliver new operational motions that accelerate our digital transformation. The DSS operations model leverages best in class global partners to deliver internal and external services.
If you are a highly energetic, customer/delivery-focused Program Manager with strong grounding in business processes, proven track record of engaging with global stakeholders across levels and looking for an exciting new career challenge, we have just the right opportunity for you. You will join us in the Mission Control Team in Hyderabad and will manage Microsoft Services Sales Order process and Tools support. This is a high visibility role, with direct support of performance and operational accountability of vendor/managed service teams performing the daily operational activities. You will also act as a custodian of the business who will ensure support for the accuracy and compliance of various business processes. You will also be the “eyes and ears” on the ground for your business stakeholders, drawing insights from various listening forums from the field and providing inputs back to business teams thus influencing strategic planning/investment decisions in the process.
The ideal candidate will be a high performing individual, preferably with existing Services experience, attention to detail and excellent analytical and communication skills. You likely thrive under pressure and see ambiguity and uncertainty as your opportunity to organize and drive. You will also be joining the team in Hyderabad at an exciting time of transformation with tremendous opportunity for impact and influence.
Responsibilities
- Actively participate in the operational rhythm of the business (ROB) including appropriate communication, insight and incident management. Integrate into the sales and delivery ROBs ensuring they are supported where needed.
- Maintain and execute the pipeline of ongoing business improvements relating to Sales Order process, Tools support
- Become the Subject Matter Expert and the go-to person when the Field is unable to find solutions elsewhere
- Problem solve to resolve issues and escalations related to Sales Order process and Tools support and operations under your custodianship.
- Co-ordinate vendor & third-party managed services to exceed the expectations of the field and build a reputation of helping the field to succeed.
- Use analytical factors to understand performance and risk, including elements that generate errors, and provide feedback proactively that drives decision making and risk elimination with respect to Sales Order process and Tools support.
The ideal candidate will have demonstrated the following:
- Strong business acumen with in-depth understanding of processes and nuances in the Lead to order, and Order to Cash space
- Ability to look at the world through the eyes of others and interpret business needs in a way that drives the success of others
- Exceptional customer focus with a strong drive to proactively engage with business and help them improve business processes
- Strong analytical and problem-solving ability especially using data/insights to zero in on problem statements and solving them
- Ability to negotiate and provide alternative business solutions
- Strong communication skills (both written and verbal), good collaboration and negotiation skills, and the ability to work effectively across groups
- Attention to detail, highly organized and strong process-focused aptitude
- Strong organizational skills and ability to positively influence others
- Able to think creatively, be analytically minded, objective and independent,
- Can deal with ambiguity and thrive in a highly dynamic fast paced environment
- Project Management skills (PMP certification will be a big plus)
- Microsoft Global Services experience preferred
Success in this role will require a high degree operational experience and the ability to deal with ambiguity; ensuring that priorities are managed within a recognized period of time.
Essential qualities include:
- Experience building a design led thinking capability
- Conflict / Negotiation management – demonstrated influencing skills
- Strong written/oral communication skills along with desire and ability to communicate with business leaders through all levels and functions within the organization.
- High energy and a “can do” attitude. Ability to motivate self and others
Qualifications
Basic Qualifications:
- Bachelor’s degree required, MBA a plus
- 10+ years of relevant business experience or operations management
Travel up to 10%. Overlap with SME teams in Redmond will be needed as part of initial ramp and therefore the need to work late evenings IST although this will taper down with time as we build SME expertise here in Hyderabad.
Qualifications
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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