Director of Microsoft Operations
- Job Title
- Director of Microsoft Operations
- Job ID
- 27766256
- Location
- Charlotte, NC
- Other Location
- Description
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About Opkalla
Opkalla is a Charlotte-based technology advisory firm dedicated to creating an easier way for organizations to identify the best IT solutions through a transparent, vendor-neutral approach. Founded in 2019, we are a highly recognized, people-first company with a strong culture focused on trust, transparency, growth, and team support. Opkalla has earned multiple prestigious awards that reflect this outstanding workplace environment and industry leadership.
Why Join Opkalla
Growth Trajectory
Opkalla has been recognized on the Inc. 5000 list three consecutive years, demonstrating consistent high-growth performance and market traction. The Microsoft practice represents a significant growth vector for the company.Market Leadership
We're not a commodity vendor. Opkalla's vendor-neutral advisory model, combined with Microsoft specializations and expertise, positions us as trusted strategic advisors rather than transactional resellers. This creates deeper, more profitable customer relationships.Collaborative Culture
Opkalla operates with a genuinely collaborative approach across teams. You'll work closely with Opkalla’s leadership, have direct input into strategy, and won't be siloed in a traditional hierarchical structure.Leadership Development
This role offers significant opportunities to learn from and work alongside an experienced COO and business leader. You'll gain exposure to business strategy, customer relationships, and organizational leadership.Vendor Relationships
Deep partnerships with Microsoft and complementary technology partners create opportunities for co-selling and collaborative delivery success.Meaningful Work
You'll see the tangible results of your team's efforts in customer success stories and business outcomes. You will benefit personally from Opkalla’s employee promise to foster a culture of growth and development for achieving personal, professional and financial goals.Microsoft Practice
Our Microsoft business is a cornerstone of Opkalla, powered by our Tier 1 Cloud Solutions Provider (CSP) Direct Bill partnership with Microsoft.
We provide clients with:
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Expert Microsoft 365 and Azure licensing strategy and optimization
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Implementation and deployment of teamwork solutions
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No-cost premier support through our dedicated team
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A self-service Microsoft Direct Portal for license and subscription management
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Spark AI, our proprietary Microsoft chatbot for immediate customer support
Position Summary
Opkalla is seeking an experienced Director of Microsoft Operations to serve as Deputy Practice Leader and right-hand to the COO, helping drive the strategic development, operational excellence, and growth of our Microsoft business division. This role is critical to executing Opkalla's Microsoft practice strategy and ensuring we deliver exceptional results for the 450+ clients we currently serve across diverse industries. The Director of Microsoft Operations will work collaboratively with sales, marketing, and solutions architecture teams to ensure operational excellence, drive customer success, and build a world-class delivery organization.
Key Accountability Areas
Team Leadership & Development
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Lead and mentor the Microsoft team including solutions specialists, and engineers
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Establish clear performance expectations and provide ongoing coaching and feedback
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Conduct talent planning and succession planning to ensure continuity and growth capacity
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Define career paths and professional development opportunities for team members
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Coordinate certification planning and technical skilling initiatives to maintain expertise
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Foster a culture of excellence, accountability, and customer obsession aligned with Opkalla's values
Customer Success
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Lead the end-to-end delivery experience for Opkalla’s Microsoft business, ensuring customer satisfaction
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Own customer support and escalations within the delivery context
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Establish and monitor service level agreements (SLAs) and delivery standards that exceed customer expectations
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Monitor customer health metrics and proactively identify delivery risks or satisfaction issues
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Work with the COO to identify expansion and upsell opportunities based on delivery insights
Strategic Execution & Support
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Collaborate with the COO to develop and execute the Microsoft practice strategy
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Support strategy refinement based on market feedback, competitive intelligence, and operational learnings
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Execute on initiatives for market positioning, customer acquisition, and practice growth
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Maintain relationships with Microsoft partners; take operational lead on partner execution and enablement activities
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Ensure the practice maintains designation and specialization requirements with Microsoft (performance metrics, customer growth tracking, deployment metrics)
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Identify and escalate operational bottlenecks, process improvements, and strategic opportunities
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articipate in major customer pursuits and pre-sales conversations as needed
Financial Management & Reporting
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Support the COO in managing the Microsoft practice financial performance
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Monitor key financial metrics
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Provide regular reporting on operational metrics and financial performance to the COO
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Identify cost optimization opportunities and efficiency improvements
Qualifications
Experience & Background
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Minimum 8+ years of professional experience in the Microsoft ecosystem, with at least 4+ years in a leadership or senior technical role
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Proven experience managing delivery operations or professional services
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Direct experience in a Microsoft Cloud Solutions Provider (CSP) environment
Technical Expertise
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Demonstrated experience with Microsoft 365 licensing, Azure cloud, and modern work solutions
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Strong background in customer-facing roles with excellent communication skills at all levels
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Knowledge of the Microsoft partner ecosystem and designation/specialization requirements
Leadership & Communication
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Experience working in collaborative leadership environments, ideally as a second-in-command
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Solid understanding of Microsoft 365 and Azure cloud products
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Excellent communication and presentation skills, comfortable speaking to customers
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Customer-centric mindset with focus on delivering measurable business value
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Strong analytical and problem-solving capabilities
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Collaborative leadership style; comfortable supporting and executing a leader’s vision
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Detail-oriented with strong organizational and time management skills
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Data-driven approach to decision-making and performance management
Certifications & Education
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Associate or Expert level Microsoft certifications highly valued
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MBA or advanced business degree a plus
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