Business Program Manager - Customer Lifecycle Operations

Program Leadership & Execution 

• Support the design, implementation, and continuous improvement of complex global programs across multiple CLO motions. 

• Own end-to-end program delivery, including scope, timelines, governance, risk management, and execution. 

• Drive Rhythm of Business (ROB), ensuring alignment, accountability, and delivery against objectives. 

• Define and manage success criteria, including KPIs, SLAs, OKRs, and program performance metrics. 

AI/CI Transformation 

• Continuously re-invent workflows by eliminating waste and simplifying processes before automation   

• Integrate AI, automation, and Copilot capabilities into program delivery to improve efficiency and outcomes. 

• Proactively identify and implement opportunities to automate workflows, enhance reporting, and drive data-led insights. 

• Champion adoption of AI-enabled tools across internal teams and vendor partners 

• Contribute to the evolution of AI-first, digitally enabled sales, and operations models. 

Commercial & Sales Impact 

• Align program execution with Microsoft’s commercial priorities, including pipeline generation, revenue growth, and customer retention. 

• Partner with Sales, Customer Success, and Solution teams to deliver measurable business outcomes. 

• Monitor and optimise sales performance indicators, including pipeline health, conversion, and renewal metrics. 

• Translate business strategy into executable vendor-led sales motions. 

Vendor & Partner Management 

• Manage an ecosystem of outsourced vendors, ensuring delivery of contracted outcomes and compliance with Microsoft standards. 

• Establish and lead vendor performance management processes, including scorecards, reviews, and audits. 

• Drive continuous improvement through benchmarking, insights, and performance analytics. 

• Manage vendor capacity, cost, and capability alignment with program requirements. 

Data & Insights 

• Leverage data, analytics, and dashboards to evaluate program performance and inform decision-making. 

• Conduct cost-benefit and ROI analysis to drive optimisation and value realisation. 

• Translate complex data into actionable insights and executive-level narratives. 

• Identify risks and improvement opportunities through data-led analysis. 

Cross-Functional Leadership 

• Collaborate across a global network of stakeholders, including Sales, Finance, Engineering, and Operations 

• Influence and align stakeholders in a matrixed environment to drive outcomes and adoption. 

• Lead change management initiatives to ensure successful implementation of new programmes and capabilities. 

• Communicate effectively with senior stakeholders, providing clarity and context in complex environments. 

• Develop and maintain strong relationships with Microsoft stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives. 

• Ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of our stakeholders. The role demands significant executive stakeholder engagement and adept stakeholder management within a matrix organization. 

Required Qualifications 

• Bachelor’s degree in business, Operations, Finance, or a related field (or equivalent experience) 

• Demonstrated experience in program management, operations, or a related discipline. 

• Proven ability to manage complex, cross-functional programs in a global environment. 

Preferred Qualifications 

• Experience in sales, sales operations, or commercial program management 

• Experience managing outsourced vendors, partners, or supplier ecosystems. 

• Ability to design, measure, and optimise workflows using structured CI frameworks. 

• Experience applying AI, automation, or advanced analytics to business processes. 

• Experience in technology, cloud, or digital sales environments 

• Advanced degree (for example, MBA) preferred. 

Required Skills & Competencies 

AI/CI Fluency 

• Ability to streamline processes and eliminate redundancy.  

• Ability to apply AI tools and automation to improve program delivery and efficiency. 

• Curiosity and continuous learning mindset in emerging technologies and digital transformation 

Commercial Acumen 

• Understanding of sales drivers, customer lifecycle, and revenue-based performance metrics 

• Ability to connect program execution to measurable business outcomes. 

Vendor & Stakeholder Management 

• Strong experience in managing vendor performance, governance, and relationships. 

• Ability to influence without authority across internal and external stakeholders. 

Core Programme Management Capabilities 

• Problem solving and troubleshooting: ability to work through ambiguity and deliver structured solutions. 

• Analytical thinking: data-driven approach to decision making and performance management. 

• Communication and storytelling: clear, concise communication tailored to varied audiences. 

• Agility and adaptability: ability to respond effectively in fast-paced, changing environments. 

• Cross-functional collaboration builds strong partnerships across teams.