O365 Service & Process Manager

The role

You will define and maintain service-management processes and standards for the M365 estate. You will govern Kyndryl process adherence, SLAs and service quality, and drive continuous improvement.

What you will do

• 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.

Required qualifications

• Service management and process design for M365.
• ITIL and continual-service-improvement practice.
• Vendor governance and SLA reporting.
• Data analysis and reporting.
• Stakeholder management.
• Proven experience leading operational teams for the relevant platforms.
• ITIL / service-management experience and a vendor-coordination track record.
• Relevant certifications or equivalent experience.

Benefits

• Passionate, inspired people and a culture where people can do extraordinary work.
• Scale and opportunity to create, influence and complete projects at a scale unparalleled in the industry.
• Challenging and stimulating work with a group of creative problem solvers.

Before you apply

• If you require accommodations or flexibility, discuss this with the hiring team during the interview process.

About the company

WPP is a growth partner for the world's leading brands, combining media intelligence, data, creativity, production, enterprise solutions and strategic counsel. It works with the most valuable brands across 100+ markets.