O365 Service & Process Lead
Core
Own service-management processes and quality for the Microsoft 365 estate, ensuring consistent, well-governed operations and continuous improvement across the Kyndryl-delivered service.
Role type
Senior Service Management Lead (M365)
Builds
Governed M365 service operations and partner delivery
Domain
IT Service Management / Enterprise Software
Required skills
Service management process design, ITIL practices, Vendor governance, SLA reporting, Data analysis, Stakeholder management, Operational team leadership, Change management
Preferred skills
Relevant certifications, Problem management expertise
Technologies
Microsoft 365, Kyndryl
Responsibilities
Define and maintain M365 service-management processes and standards; Govern Kyndryl process adherence, SLAs and service quality; Own service reporting, reviews and continuous improvement; Drive problem management and root-cause elimination; Support audits, compliance and governance; Coordinate day-to-day delivery with Kyndryl run teams across incident, request and problem management; Govern operational SLAs and KPIs and drive partner service improvement; Manage operational escalations and ensure low-risk, well-controlled change.
Seniority
Senior, hands-on IC