Training & Readiness Manager

About the role

The Training & Readiness Manager will lead learning strategy and execution for Microsoft Enterprise Direct Solutions, fostering a culture of continuous development and customer‑centric service. This role designs, delivers and evaluates programs that build employee capabilities while embedding customer feedback into every learning intervention.

Key responsibilities

• Develop a comprehensive learning and development strategy aligned with business goals, identifying skill gaps and prioritising initiatives.
• Design, customise and deliver high‑impact programs, workshops and onboarding for Customer Operation Managers, covering licensing, technical skills, AI‑enabled tools and professional growth.
• Partner with process and service leads, subject‑matter experts and stakeholders to ensure relevance, innovation and alignment with Microsoft’s inclusion, integrity and teamwork values.
• Establish metrics and assessment tools to measure learning outcomes, ROI and continuously improve programs based on data and feedback.
• Lead change‑management initiatives to drive adoption of new systems, processes and methodologies, ensuring compliance through comprehensive training.
• Communicate learning opportunities and drive participation through creative campaigns and integrated communications.

Required profile

• Bachelor’s degree in Business, Operations, Finance or related field with at least 4 years of program/process management experience (8 + years preferred).
• Proficiency in written, reading and conversational English.
• Experience in a customer‑service environment within a large, matrixed multinational company.
• Familiarity with Microsoft licensing concepts, contracts, quotes and invoices.
• Experience leveraging digital learning platforms (LinkedIn Learning, Microsoft Teams, Viva Learning) and emerging technologies (AR/VR, AI, microlearning).
• Exceptional interpersonal, communication and facilitation skills; ability to influence and build relationships at all levels.
• Resilience, adaptability, collaborative spirit and proven track record of scaling learning initiatives.
• Ability to manage multiple projects simultaneously; on‑site presence required at least three days per week.

Required skills

• LinkedIn Learning
• Microsoft Teams
• Viva Learning
• AR/VR
• Artificial Intelligence (AI) tools
• Microlearning design