Manager, Microsoft Operational Excellence

Company: Softchoice

At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into real‑world outcomes. We do this through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth.

With a highly engaged, high-performing team, we are certified as a Great Place to Work® in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what’s good for our people and communities.

As part of WWT, we connect customers to the global scale, advanced innovation, world-class partnerships, and deep expertise of a leader in AI and digital transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and partners to conceptualize, test, and validate innovative solutions before deploying them at scale.

The Manager, Operational Excellence is responsible for leading the operational execution of Microsoft's licensing business and ensuring customer transactions are completed accurately, efficiently, and in alignment with Microsoft program requirements and internal business standards.

This role provides people leadership and operational oversight across the full licensing transaction lifecycle, including quoting, contract creation and maintenance, ordering, amendments, renewals, and other related licensing activities. The Manager will work closely with Microsoft and internal stakeholders to translate program requirements into clear, practical, and sustainable operating processes. The role supports customers across commercial, public sector, and education segments and must understand how customer‑specific requirements can affect licensing execution, documentation, compliance, and service delivery.

A key focus of the role is establishing and maintaining strong operational controls. This includes partnering with Microsoft and internal compliance teams, monitoring adherence to program and contractual requirements, maintaining audit readiness, and ensuring compliance requirements are consistently applied throughout each transaction.

The successful candidate will bring strong operational judgment, licensing knowledge, and a continuous‑improvement mindset. They will strengthen the business through disciplined execution, clear accountability, effective controls, and thoughtful improvements to processes and tools.

• Lead, coach, develop, and retain a high‑performing Microsoft Operations team.
• Establish clear objectives, expectations, and accountabilities aligned with department and business priorities.
• Conduct regular one‑on‑one meetings, performance discussions, development planning, and objective monitoring.
• Build team capability through coaching, cross‑training, knowledge sharing, and succession planning.
• Ensure employees understand the Microsoft program requirements and internal controls applicable to their work.
• Manage staffing, workload allocation, scheduling, and coverage to support business volumes and service commitments.
• Foster a collaborative environment grounded in ownership, accuracy, continuous learning, and customer focus.
• Act as an escalation point for complex operational, customer, compliance, and…