Sr. Manager - Microsoft Operations

Job description

About Us Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy: Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind to you and your family. World-class facilities and the technology you need to thrive – in our offices or yours. Job Summary The Sr. Manager - Microsoft Operations leads the operational strategy, execution, and continuous improvement of local and international Microsoft operational teams. This role is responsible for driving scalable, consistent, and efficient operational processes that support SHI's Microsoft business, including contracts, license order management, partner program operational implementation, governance, reporting, and cross-functional process improvement. This leader partners closely with Sales leadership, Microsoft-aligned leadership, Purchasing, IT, Finance, vendor-side Microsoft leadership, and operational leaders across the organization to share best practices, improve operational performance, drive standardization, and support SHI's strategic priorities. The role requires confidence communicating with Microsoft stakeholders using Microsoft terminology and translating vendor-side operational expectations into clear internal direction. Role Description Lead strategy and execution for local and international Microsoft operational teams, ensuring priorities are aligned across current and future operational workflows. Develop and manage performance metrics, dashboards, and reporting frameworks that improve visibility, accountability, and continuous improvement across Microsoft operational functions. Drive operational standardization, governance, and process documentation to ensure consistency, scalability, knowledge sharing, and business continuity. Partner with Sales leadership, Microsoft-aligned leadership, Purchasing, IT, Finance, vendor-side Microsoft leadership, and other operational leaders to align priorities, share best practices, and improve operational effectiveness. Communicate directly with vendor-side Microsoft leadership as needed, using Microsoft terminology to support effective escalations, program alignment, and operational clarity. Oversee process optimization initiatives across licensing support, contract routing, license order management, agreement lifecycle activities, internal operational support, and local and international operational handoffs. Drive governance and consistency for Microsoft-related operational processes, ensuring teams have clear ownership, documented workflows, and scalable execution standards. Lead cross-functional initiatives to resolve operational challenges, improve process efficiency, and drive sustainable business outcomes. Forecast capacity and workforce requirements that support business growth, operational scalability, employee well-being, and evolving organizational priorities. Champion operational excellence and foster a data-informed culture focused on accountability, process standardization, business scalability, and continuous improvement. Coach, develop, and mentor leaders and team members to build Microsoft operational expertise, leadership capability, and succession readiness across current and future teams. Behaviors and Competencies Adaptability: Can drive strategic transformations, inspire others to embrace change, and foster a culture of continuous adaptation. Analytical Thinking: Can lead and innovate in the application of analytical thinking, solve complex problems, influence others, and contribute to best practices. Business Acumen: Can provide strategic guidance and insights to drive overall business success. Change Management: Can lead and model exceptional change management at all levels of the organization, can develop and implement change management strategies, and can coach others to improve their change management skills. Collaboration: Can lead complex team projects, inspire others to collaborate effectively, and foster a culture of mutual respect and shared purpose. Communication: Can lead and model exceptional communication at all levels of the organization, develop and implement communication strategies, and coach others to improve their communication skills. Conflict Resolution:Can proactively identify and address potential conflicts before they escalate. Decision-Making: Can lead organizational decision-making, mentor others in developing decision-making skills, and create frameworks that enhance the decision-making capabilities of the team. Relationship Building: Can lead strategic collaborations, inspire others to build relationships, and foster a culture of teamwork and mutual respect. Strategic Thinking: Can analyze complex situations, drive organizational transformation, and adapt strategies to changing market conditions. Skill Level Requirements Strategic thinking with the ability to anticipate operational challenges, connect data and business insights to long-term objectives, and translate Microsoft priorities into actionable plans. Inclusive leadership skills with the ability to foster collaboration, encourage diverse perspectives, and build high-performing teams across regions and functions. Strong accountability, integrity, reliability, and communication skills with a commitment to delivering results. Adaptability and change agility with the ability to navigate ambiguity, support evolving business needs, and guide teams through new Microsoft programs, processes, and operating models. Operational excellence capabilities, including process optimization, governance, documentation, scalability, and continuous improvement. Strong stakeholder partnership and relationship-building skills across Sales, Microsoft-aligned leadership, Purchasing, IT, Finance, vendor-side Microsoft leadership, and operational teams. Experience leading and scaling operational processes in complex cross-functional environments. Strong analytical skills with the ability to interpret metrics, trends, and operational data and convert findings into actionable recommendations. Experience developing dashboards, reporting routines, business reviews, and scorecards that drive accountability and performance improvement. Excellent communication, stakeholder management, collaboration, and influencing skills, including the ability to influence without direct authority. Demonstrated ability to lead organizational change, process transformation, and standardization initiatives across multiple teams or business units. Ability to manage competing priorities, escalations, deadlines, and business-critical workflows while maintaining service quality and employee engagement. Knowledge of Microsoft programs, licensing operations, Microsoft processing workflows, partner program requirements, or similar vendor operational models. Other Requirements Bachelor's degree in Business Administration, Operations Management, Technology, or a related field required. Minimum of 8 years of experience in operational leadership, business process execution, governance, reporting, compliance, contracts, license order management, partner program operations, or related operational functions. Ability to travel 20% Preferred PMP certification is beneficial for candidates with advanced project management and change management experience. Master's degree in Business or a related discipline. Experience with Microsoft licensing, Microsoft partner programs, Enterprise Agreements (EA), Cloud Solution Provider (CSP) programs, Microsoft agreement workflows, or related Microsoft operational models. Experience leading contracts, license order management, Microsoft processing workflows, renewals, local or international operations, or partner/vendor-aligned operational teams. Familiarity with Microsoft ecosystem terminology, Microsoft processing workflows, cloud and SaaS business models, agreement lifecycle workflows, and operational compliance considerations. Experience using data visualization and reporting tools such as Power BI, Excel, or similar platforms. Understanding of process governance, operational excellence frameworks, audit readiness, documentation standards, and continuous improvement methodologies. Advanced project management and change management experience. The estimated annual pay range for this position is $95,000 - $145,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity – M/F/Disability/Protected Veteran Status