O365 Service & Process Lead

Why we're hiring:

Own the service-management processes and quality for the M365 estate, ensuring consistent, well-governed operations and continuous improvement across the Kyndryl-delivered service.

What you'll be doing:

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.

What you'll need:

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.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Hybrid