Microsoft Business Operations is responsible for the launch, deploy, and transact and optimization activities for all programs supporting the Consumer & Commercial organizations out of Microsoft’s Operations Service Centre (OSC). The OSC (under Microsoft Business operations) supports field engagement and regional revenue processing and strives to be the trusted advisors to our stakeholders delivering value to both Microsoft and our Customers.
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations — and the value we deliver across Microsoft and to our customers and partners.
Position Description
Global Field Support Services (GFSS) is shaping the future of Frontier Sales Operations and Field Support through an AI-first operating model that helps sellers navigate the sales and customer lifecycle with less friction. At the intersection of field experience, business operations, process innovation, and technology, GFSS brings together operational expertise, process innovation, and AI to simplify how sellers navigate critical business processes, resolve issues, and get the support they need throughout the sales and customer lifecycle.
We have multiple openings in GFSS:
As a global center of excellence for process innovation, automation, and service delivery, GFSS creates operating leverage for Microsoft Customer and Partner Solutions (MCAPS), accelerates execution, and enables sellers to spend more time serving customers and partners. The Business Program Manager will translate this ambition into regional execution by leading service delivery across both commercial business processes and seller-facing technology platforms, connecting field insights across organizational boundaries, and advancing improvements that strengthen the seller experience and operational performance.
Within GFSS, the End Customer Investment Funds (ECIF) Field Operations team serves as the operational backbone for investment execution, providing governance, seller support, spend management, and business insights that enable effective execution and a seamless experience for sellers and regional stakeholders. The team is on a multi-year journey to transform ECIF investment execution from manual, regionally fragmented processes into a unified, AI-augmented global operating model. The Business Program Manager will advance this transformation through regional service leadership and ownership of the global Proof of Execution program, applying strong financial operations, controls, data, and stakeholder-management expertise in a fast-paced, compliance-relevant environment to protect Microsoft investment, manage risk, and improve the execution experience.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Vendor and Service Management
- Own regional service delivery, including supplier performance, service quality, operational controls, and service health.
- Lead field and business-critical escalations through resolution, coordinating across teams to unblock issues and identify systemic follow-up opportunities.
- Establish effective operating rhythms and cross-region handoffs to deliver a consistent, reliable support experience.
Program Management and Continuous Improvement
- Lead cross-functional programs from problem definition through execution, operationalization, and outcome measurement.
- Apply AI, automation, and continuous improvement to address root causes, simplify processes, eliminate avoidable support demand, and create operating leverage.
- Translate recurring friction and systemic issues into prioritized improvement opportunities across process, policy, tooling, and service delivery.
Stakeholder Alignment and Field Engagement
- Understand the end-to-end seller journey, connecting experiences across processes, systems, support teams, and organizational boundaries to identify friction, handoffs, and gaps.
- Build trusted partnerships with field and cross-functional stakeholders to understand needs, surface emerging issues, and align priorities.
- Establish clear ownership, dependencies, and decision paths for issues and opportunities that span organizational boundaries.
Operational Performance, Insights, and Controls
- Monitor service performance, quality, productivity, risk, and seller experience through clearly defined measures.
- Connect operational data, field feedback, and escalation trends to identify root causes and emerging opportunities.
- Translate insights into actionable recommendations and clear leadership updates that support informed decision-making.
Transformation Readiness and Change Execution
- Operationalize changes to processes, policies, tools, and support models through structured readiness, adoption, and transition planning.
- Partner across delivery and stakeholder teams to land change effectively while maintaining service continuity.
- Maintain clear procedures, documentation, and quality standards to support consistent and sustained execution.
[Specific to the ECIF role] Global Proof of Execution Operating Model
- Take ownership of the global Proof of Execution program as the operating model is established, driving it through design, validation, adoption, stabilization, and sustained operation.
- Establish and continuously strengthen an audit-ready global control that protects Microsoft investment, manages risk, and consistently validates that supplier delivery meets agreed requirements.
- Partner across Compliance, Finance, Global Payout, Engineering, regional operations, and suppliers to maintain control integrity, protect stakeholder experience and payment velocity, and evolve the model toward scalable, AI-enabled and human-governed execution.
Qualifications
Required Qualifications
- Bachelor's Degree in Business, Operations, Finance, or related field AND experienced in managing cross-functional programs, process management or service delivery in a complex, global environment OR equivalent experience.
- Strong written and verbal communication skills, including the ability to communicate with senior stakeholders.
- Demonstrated operational excellence skills and data-driven approach to assess performance, identify trends, inform decisions, drive service outcomes, etc.
Preferred Qualifications
- Experience in Licensing, Deal Management, End Customer Investment Funds, or related commercial and investment operations is beneficial and may support assignment to a functional subject matter area.
- Experience partnering with business, product and engineering teams to resolve systemic process or technology issues.
- Knowledge of Microsoft commercial processes, systems, or field operating models.
- Experience managing supplier or outsourced service delivery, including performance, quality, controls, and escalations.
- Experience leading transformation, automation, AI, or continuous improvement initiatives.
Business Program Management IC4 - The typical base pay range for this role across Ireland is € 80,000.00 - € 136,400.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/ireland-corporate-pay.html
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Microsoft Dublin, Dublin, IRL Office
One Microsoft Place, South County Business Park, , 18, Dublin, Dublin, Ireland, D18 P521
