Office 365 Service Delivery Manager

OFFICE 365 SERVICE DELIVERY MANAGER

ROLE OBJECTIVE:

The objective of this project is to support the client during the ongoing build up of operations for the Office365 platform, as well as manage and run operations for all Office365 workloads already deployed. The goal is to build up a stable Business As Usual (BAU) scenario once a certain maturity is reached.

An operating model has been agreed, which now needs to get implemented and continually improved. This consists initially of Office365 platform operations capabilities. In addition, various Office365 services will get enabled, whose operating model and operational needs would require getting aligned and integrated in the overall Office365 model.

ROLE DEFINITION:

- Drive development of Office365 operations in line with business requirements and continuous rollout of additional workloads
- Provide guidance and oversight on Office365 operations
- Provide operations view and expertise to Office365 engineering teams
- Manage Office365 operations with vendors and stakeholders
- Manage support escalations
- Align closely with other Service Delivery Managers to ensure consistency of approach and feed into implementation of SDM strategy

ROLE DESCRIPTION

- Work closely with engineering and product management teams following SCRUM methodology
- Work closely with SDMs to align with SDM strategy
- Ensure knowledge transfer to L1 and other support teams involved in the end-to-end service support
- Manages Office365 service operations
- Relationship Management of vendors
- Provide guidance to Office365 Platform support team L2/L3
- Define KPIs and reporting to support the Office365 Service Owners
- Participate in Office365 Service Reviews
- Devise reporting strategy to stakeholders and implement
- Ensure adequate monitoring capabilities (health, performance, security)
- Understand common Office365 assistance and support topics
- Relationship management and escalation with technical account team
- Ensure L2/L3 supporters have the necessary access to Microsoft O365 support tools
- Drive process to ensure operational supporters have the education and training for effective platform management
- Handle escalations from technical support teams and key IT stakeholders & management
- Align with neighbouring functions on operational topics (AzureAD, Network, etc)
- Working closely with IT Finance in controlling service budget
- Driving and managing continual service improvements with technical and non-technical teams, including automation and process topics
- Coordinate with Major Incident Management teams, vendors and other IT stakeholders, to drive resolution of high impact service outages
- Continual contract review and updates as service requirements change & mature
- Drive or contribute to RFIs/RFPs for services from external vendors

ROLE REQUIREMENTS

The candidate should have knowledge in cloud service delivery, as well as operations and design of IT system support.

- Familiar with Microsoft Office365, as well as enabling and neighbouring technologies
- Bachelor's degree in Computer Science, Engineering, Security or a directly-related discipline, or equivalent experience
- Practical experience in running IT operations in larger enterprises
- Can deal with external vendor support organizations
- Can collaborate directly and efficiently with key IT service stakeholders and IT management
- Proven track record of service and customer orientation
- Very good communication and presentation skills in English
- Ability to manage virtual and geographically dispersed teams and stakeholders
- Experience with IT Service Management tools (such as Service-Now) and how they integrate into SDM requirements
- Write proposals and present clearly to key IT and business stakeholders