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: