This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Operation Manager - Microsoft M365 based in India.
This is a senior leadership role responsible for driving end-to-end operations within a large-scale Microsoft 365 technical support environment. The position plays a critical part in ensuring service quality, operational excellence, and continuous improvement across global support functions. You will lead teams handling complex technical escalations, client engagement, and performance management while shaping operational strategy. The role requires close collaboration with senior stakeholders, clients, and internal leadership to align delivery with business objectives. Operating in a fast-paced, global environment, you will influence service standards, optimize processes, and enhance customer satisfaction. This is a highly impactful role where leadership, analytics, and transformation mindset directly contribute to organizational success.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Operation Manager - Microsoft M365 based in India.
This is a senior leadership role responsible for driving end-to-end operations within a large-scale Microsoft 365 technical support environment. The position plays a critical part in ensuring service quality, operational excellence, and continuous improvement across global support functions. You will lead teams handling complex technical escalations, client engagement, and performance management while shaping operational strategy. The role requires close collaboration with senior stakeholders, clients, and internal leadership to align delivery with business objectives. Operating in a fast-paced, global environment, you will influence service standards, optimize processes, and enhance customer satisfaction. This is a highly impactful role where leadership, analytics, and transformation mindset directly contribute to organizational success.
Accountabilities:
- Define and implement operational strategies aligned with business goals, ensuring service delivery excellence across Microsoft 365 support operations, while continuously refining policies and governance frameworks.
- Oversee end-to-end team operations, including workload management, escalation handling, performance tracking, and productivity optimization across technical support functions.
- Lead client engagement activities including MBRs and QBRs, ensuring strong stakeholder communication, effective issue resolution, and alignment on service expectations and improvements.
- Drive continuous service improvement initiatives by identifying inefficiencies, implementing scalable processes, and introducing automation or workflow enhancements where applicable.
- Manage and mentor team leaders, engineers, and management trainees, ensuring structured onboarding, technical capability development, and career progression support.
- Monitor key operational metrics such as NSAT, SLA adherence, and productivity, using insights to improve service delivery and customer experience outcomes.
- Collaborate with senior leadership and cross-functional teams to manage risks, resolve complex operational challenges, and support organizational transformation initiatives.
- Extensive experience of 8+ years in operations leadership or management roles within technical support environments, specifically focused on Microsoft 365 support operations.
- Strong expertise in Microsoft 365 technologies, including deep understanding of enterprise support models, incident management, and service delivery frameworks. Microsoft 365
- Proven ability to lead large teams in fast-paced, global support environments, with a strong focus on performance management, coaching, and retention.
- Hands-on experience in client-facing roles, including conducting MBRs/QBRs, stakeholder management, and handling enterprise customer escalations.
- Strong analytical, problem-solving, and process optimization skills with a track record of driving operational improvements and efficiency gains.
- Excellent communication and negotiation abilities, with the capability to influence senior stakeholders and drive alignment across teams.
- Experience in managing technical support operations within global organizations such as Gigmo Solutions Pvt. Ltd or similar environments is preferred.
- Competitive compensation aligned with senior leadership responsibilities and industry benchmarks
- Fully remote work opportunity with global operational exposure
- Opportunity to lead large-scale Microsoft 365 support operations across international markets
- Leadership role with high visibility and direct impact on business performance
- Professional growth through strategic transformation and operational excellence initiatives
- Exposure to global clients, enterprise environments, and complex technical ecosystems
- Opportunity to build and mentor high-performing technical support teams.