Microsoft Business Operations serves as the central processing center for Microsoft, handling some of the most critical business functions across the company. We manage thousands of launches, millions of transactions, process billions of dollars in revenue, and protect the company from a multitude of risks—across all regions and all markets. OSC – Operations Service Centre team support field and partner engagements, regional revenue processing, and the Deploy, Transact, Protect and Optimize phases of our operating model, process support, Customer Lifecycle operations and execution of Microsoft Incentive Operations. We are seeking an experienced and detail-oriented Order Management Manager to join our team. The successful candidate will be responsible for managing customer orders from start to finish, ensuring accuracy, timely processing, and exceptional customer service. This role plays a critical part in our commitment to delivering high-quality products/services to our customers. Microsoft’s mission is to empower every person and every organization on the planet to achieve more, and we’re dedicated to this mission across every aspect of our company. Our culture is centered on embracing a growth mindset and encouraging teams and leaders to bring their best each day. Join us and help shape the future of the world. **Responsibilities** · Lead, manage, and mentor a team of order management professionals, fostering a collaborative and high-performance culture. · Oversee the end-to-end order management process, ensuring orders are processed accurately, efficiently, and in a timely manner. · Act as the primary point of contact for order-related escalations and customer inquiries, addressing any issues or concerns promptly. · Develop and implement strategies to streamline order processes, reduce errors, and increase operational efficiency. · Work closely with cross-functional teams including sales, customer service, logistics, and finance to ensure seamless order fulfillment and resolution of issues. · Monitor and analyze order data and key performance indicators (KPIs) to identify trends and areas for improvement. · Work with global stakeholders to ensure that commitments are met & that overall Service Delivery Performance is continually enhanced, meeting or exceeding the customer expectations. The measure of success is achievement of SLA performances agreed · Staff Satisfaction - Manage, coach and motivate the staff in order to bring the best out of the people assigned to the customer. · Measure and improve Delivery performances through regular reports and dashboards · Manage the first level escalations · MANAGER should have the knowledge of Project Orders, Metered Billing, BSA, ability to read through contracts, Quotes, PO, Month ends, Quarter close activities. · Drive continuous improvement initiatives using Lean, Six Sigma, or other methodologies to enhance the order management process. · Finally, MANAGER should maintain effective operational contact with all parties involved in delivering any aspects of OM so that the customer’s confidence increases in regards of the data/work and Own the end-to-end service delivery processes · Willingness to work in shift timings of 5:30 PM to 2:30 AM IST **Qualifications** Required Qualifications: + Bachelor’s degree of Commerce, Business Admin or related AND experience in order management, customer service, or a related field OR equivalent experience. + Proficiency in order management software - Oracle R12. Preferred Qualifications: + Demonstrated practical knowledge of the Microsoft Office Suite. + 4+ years people management experience. Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .