My client is a leading global provider of insurance products. Due to expansion they are seeking a Service Manager (O365) to join the Mobility Team
The team provides operational service delivery and governance for IT End User Services. The operational services in scope include Service Desk, Desktop Platform, Deskside Services, Mobility, Mail and Messaging, Active Directory and O365 services, delivered through a combination of in house and outsourced suppliers.
They also provide global and regional oversight of the services delivered in each in scope country, ensuring that group standards, processes and policies are followed and providing a central point of ownership for the services and for management of suppliers. They have a global responsibility and ownership for end to end delivery of the generic O365 services as well as for the performance of relevant suppliers.
This role is to ensure that service levels are maintained and continuously improved, and that problems with the day-to-day delivery of services are minimized. You will be responsible for service delivery from the supplier and for interfacing with the customers as it relates to generic O365 services. This is a global role supporting all countries and regions the company operates in.
Responsibilities:
General
• Achieve departmental objectives and targets
• Servicing tactical and strategic needs of business customers
• Service delivery and performance
• Manage Global Delivery of specific IT services relating to the IT Workplace and Mobility scope
• Ensuring continuous service improvement and cost effectiveness
• Ensure group standards and policies are met while delivering to local business requirements
• Management and oversight of governance boards
• Minimising operational risks to service and cost
• Implementation and maintenance of global standards for processes, tool-sets and methodologies
Role specific:
• Monitors and addresses end to end O365 Service
• Receives and reviews/acts on O365 usage and demand reporting
• Receives and reviews/acts on O365 SLA reporting, service monitoring and Dashboard verification
• Processes service credits due from MS
• Acts as key supplier manager for MS services, overseeing MS performance
• Stakeholder Management for O365 services (non product)
• Central O365 Tenant Administration and Policy setting
• Acts as approver for med and high risk O365 changes (non product)
• Takes ownership of generic Major incidents
• Initiates and oversees generic service improvement actions (non product related)
• Runs service governance
• O365 (non product) L2 and L3 resolver group
• Provide expertise on specific IT responsibilities contributing to projects, service enhancements, new services and commercials
• Perform a broad and challenging variety of work which is non-routine and at times unpredictable requiring the creative application of a wide range of technical and management skills
• Provide single focus point for specific IT responsibilities for O365 to advise on and resolve questions, issues and escalations related to the service performance
• May be called upon to participate in major incident/outage calls at any time of day or night
• Works with retained teams in the various countries to ensure delivery of the locally provided services is in alignment with the Group
• Provides expert guidance and support and facilitates communications with other teams as necessary
Experience required:
• 7 years’ experience in Information Technology industry with at least 4 in a supervisory or expert IT role
• University Degree or equivalent or specific relevant working experience
• ITIL fundaments
• Analytical and problem-solving skills
• Understanding of Project management methodologies and tools Expert knowledge of relevant service scope including up to date awareness of current industry trends
• Deep understanding of O365 environments and technologies including generic O365 aspects with knowledge of key products such as Exchange, Skype, Office and Onedrive
• Awareness of legislation and statutory requirements especially relating to IT security and data protection in locations in which the company operates
• In time the role holder will be required to build a deep understanding of specific methodologies (e.g. project management) and legal / regulatory requirements in countries of operation
• Role holders will be responsible for delivering services via outsourced arrangements, the role holder will have to demonstrate an ability to work in an outsourced environment and achieve service excellence via the outsourced contract
• Able to achieve through others in a complex matrix management environment
If you are interested in the Service manager (O365) role, please contact Ian Donnelly on 01 6621000 or click on apply now.
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