POSITION OVERVIEW
The Corporate IT Infrastructure Department is seeking an experienced and results oriented Microsoft 365 Service Delivery Manager who will lead the deployment and continued adoption of Microsoft 365 suite of collaboration products productivity-based solutions. The overall objective is for the role is ensuring the Microsoft productivity tools are meeting employee’s needs, including by enabling access and monitoring service delivery. This role will work with technical team members and stakeholders to ensure secure and successful product feature delivery and adoption, while providing technical leadership and innovation to internal and external clients.
LOCATION
- Hybrid out of our HQ in Jacksonville, Fl or the role can sit 100% remote.
- The ability to travel 5% or as needed.
DUTIES & RESPONSIBILITIES
- Drives development of Microsoft 365 operations in line with business requirements and continuous rollout of additional workloads.
- Works closely with SDMs to align with SDM strategy.
- Manages Microsoft 365 service operations, including participating in, and improving, license assignment workflow and Microsoft 365 Service Reviews.
- Defines KPIs and reporting to support Microsoft 365
- Provides operations view and expertise to Microsoft 365 engineering teams.
- Provides relationship management and escalation with vendors’ technical account teams.
- Drives processes to ensure operational supporters have the education and training for effective platform management.
- Participates in initiatives related to monitoring capabilities (health, performance, security).
- Ensures knowledge transfer to L1 and other support teams involved in the end-to-end service support and provides guidance to Microsoft 365 Platform support team L2/L3.
- Handles escalations from technical support teams and key IT stakeholders and management.
- Aligns with neighboring functions on operational topics (AzureAD, Network, etc.).
- Coordinates with Major Incident Management teams, vendors and other IT stakeholders, to drive resolution of high impact service outages.
- Drives and manages continual service improvements with technical and non-technical teams, including automation and process topics.
- Works closely with IT, Finance, and Licensing in controlling service budget.
- Conducts contract review and updates as service requirements change and mature.
- Drives or contributes to RFIs/RFPs for services from external vendors.
- Performs other duties and responsibilities as required.
MINIMUM REQUIREMENTS
- Bachelor’s degree in computer science, engineering, or information technology or the equivalent combination of education, training and work experience.
- Requires 6+ years of relevant experience.
- Demonstrated experience with assisting with the management of a F500’s enterprise Microsoft 365 program, as well as enabling and collaborating with neighboring technology teams. This includes but is not limited to SharePoint Online, Groups, Teams, Yammer, Exchange and OneDrive and basic experience with the Enterprise Mobility + Security (EMS) suite.
- Strong communication and presentation skills.
- Experience with IT Service Management tools (such as ServiceNow) and how they integrate into SDM requirements. This includes requirement analysis and business process re-engineering.
- Possesses a strong understanding of how Microsoft 365 is implemented.
- PowerShell scripting experience with the ability to write and modify PowerShell scripts for M365 and Azure for automation, bulk operations, reporting, and troubleshooting.
- Understanding and experience in TCP/IP, DNS, firewalls, and network security to troubleshoot connectivity issues and optimize performance.
- Relevant certifications such as ITIL, PMP, or Microsoft 365 certification(s).
PREFERRED EXPERIENCE
- Understanding of security principles, including least privilege, zero trust, and data loss prevention (DLP).
- IT project management experience in planning and implementing enterprise level systems.
- Experience in agile methodologies (experience in product management).
- Experience with data analysis using Power BI, Excel Pivot Tables, or other similar tools.
