At Microsoft EMEA Operations we have a passion for customers, partners and technology. We provide solutions to deliver more software to users worldwide by providing easier and smarter ways for businesses to acquire and use the software they need. Microsoft Consulting Services (MCS) helps customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are currently looking to recruit Operations Managers to manage our relationship satisfaction and business results with the six Area’s (France, Germany, UK, Central Eastern Europe , Middle East & Africa and Western Europe) that constitute the EMEA region. This is a key role, providing Leadership and motivation for the team of Operations Specialists.
1. Do you have a passion for people management and do you enjoy developing, coaching and building high performance teams?
2. Do you see yourself as a leader of people and part of a broader team that is seen as a business partner that drives creative, value add solutions for our internal clients and customers?
3. Do you have a passion for driving Operational Excellence within an organization, working with internal groups to re-engineer processes, programs and systems to deliver improved effectiveness and efficiency whilst maintaining agreed service level agreements.
4. Are you an excellent communicator capable of building relationships and positively influencing at all levels within an organization?
5. Do you like developing solutions, engaging and influencing key internal stakeholders to drive strategy and deliver high quality services and systems for the MCS organization
If so we have the perfect job for you……
Skills
Responsibilities
• Manage a team of Operations Specialists that are responsible for managing the order to cash processes for the MCS business. Management responsibilities will include hiring, training, coaching, mentoring and providing feedback on performance to ensure individuals set and attain a high standard of excellence, achieve their commitments and realize full potential
• Be a key leader in the EMEA Services Operations Organization. Understand Microsoft’s vision and tenets; assess through discussions with regional HQs, Program Teams and World Wide business teams yearly roadmaps; then lead the execution of an operations framework to meet Field needs now and in the future
• Support the Area undertaking business reviews and, it’s respective Subsidiaries. Develop a best in class relationship model, driving field satisfaction and working collaboratively on improvement initiatives
• Support team in managing day-day business and engage in major escalations and Customer issues. Ensure Key Performance Indicators (KPI’s) are achieved and service level agreements on key services provided are achieved or exceeded
• Collaborate closely with the Area Leadership team and the respective subsidiaries in the framing and execution of operational relationships
• Contribute to the development of the operations service model to optimize the engagement framework with the Field community and improve overall satisfaction.
• Take key projects and drive them to completion through highly matrixed organizations. Share and adopt best practices with other regions. Identify and drive opportunities for improving the effectiveness and efficiency of the business.
• Regular travel required as part of this role (10+ business trips throughout the region per annum)
Requirements
• A third level Degree, preferably in a business or technical discipline
• 7-10 years of demonstrated experience in customer facing business units within a multinational matrix environment, preferably from the High Tech sector
• Strong commercial background
• Significant People & Team Management experience with international reach
• Experience in change management
• Ability to communicate, negotiate and build relationships effectively at all levels up to and including executive. This ranges from one to one customer calls to presenting to audiences of 100 plus
• Results driven with a strong customer focus
• Fluency in foreign languages would be an advantage.
Competencies
• Analytical Problem Solving Ability
• Global Process Management
• People Management
• Enabling Change
• Developing People
• Optimize resource and budget
• Setting Goals and Expectations
• Strategic Insight
• Impact and Influence
• Cross-Boundary Collaboration
Location: Ireland
Job ID: 673493
