IT Service Delivery Manager

SUMMARY: The IT M365 Service Delivery Principal role oversees a number of key functions within the IT Enterprise Services department that enable the delivery of a high-quality service to end users, and to ensures Service Support and Service Delivery processes are in place to meet business needs. This position is an engineering role and requires that you establish, support, and expand M365 offerings within the Unified Communication Service Delivery team and achieve those expectations to a high standard. The position is responsible to ensure that value is added connecting technology, security and the business value of Microsoft 365 domain or service area. This role will primarily focus on the engineering functions of Microsoft O365 Cloud Services Operations, Design, Governance, and Roadmap Strategies. JOB RESPONSIBILITIES: Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints. Maintain high performing operational service support functions for support of operational Run activities for Responsible for engineering compliance, security, and effective delivery of the O365 Services throughout Regeneron. Develop and document the build/operations specifications for any new or existing M365 services and related core components. Engineer monitoring, control, and support of the service; ensuring systems, methodologies and procedures are in place and followed. Assist the Service Delivery Team in providing engineering services and support in operational projects and develop a strong understanding of projects impacting the M365 environment and ensuring service impact is minimized and agreed. Be accountable for the quality of the M365 engineering service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems. Participate and lead architectural discussions, make recommendations for Service improvements, and ensure actions are followed through to completion in a timely manner. As required provide regular and accurate management reporting on IT O365 Services. Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between department. Unified Communications and Collaboration: Provide engineering direction for Microsoft O365 products with specialized skills in Exchange, Azure, OneDrive, OneNote, SharePoint, Teams, and Skype. Experience with Microsoft Cloud Solutions design, and operations is a must. Strong knowledge of at least one programming or scripting language (like PowerShell, Python, etc.). Hands-on experience with the implementation of Azure Information Protection is expected. Experience in M365 Security Administration/MS-500 or similar is preferred. Provide engineering direction for Email, SMTP, AntiSpam, Antimalware, AntiPhishing, and Data Leak Prevention filtering services. Hands-on experience with Office 365, and Azure Information Protection is a must. Experience in cyber security with hands-on experience with M365/O365 technologies is a must. In-depth knowledge and experience in configuring M365 security features including AIP, DLP, ATP, IAM/RBAC, and SIEM is a must. Responsible for the Level 3 day-to-day delivery of the service to the business as expressed in the Statement of Work. Maintain oversight as to the health of the environment with the Service Provider and escalate any service issues to the Service Delivery Team. Work with the Service Owners and Service Delivery Team to deliver any newly requested services. Prepare or assist in the preparation of any presentations with regards to the service including the gathering and the preparation of data. JOB REQUIREMENTS: Education Bachelors degree in the field of computer science, information systems, computer engineering or 5 years of relevant work experience. Bachelors degree in technology management field or 5 years of relevant work experience. Experience 5-7 years in the role of delivering IT services to business or consumers with a minimum of 5 years of relevant work experience of large scale outsourced managed services. Deep knowledge of Microsoft 365 Infrastructure technologies, data center, server, virtualization, storage, and disaster recovery/business continuity. Demonstrated skills in Microsoft O365 products with specialized skills in Exchange, Azure, OneDrive, Teams, OneNote, SharePoint, and Skype. Demonstrated skills in SMTP email relay, AntiSpam, AntiMalware, AntiPhishing, and Data Leak Prevention filtering services. Service Management or Engineering Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines. Proven track record of delivering complex infrastructure engineering projects. Experience designing and developing highly available infrastructure capable of 24x7x365 business operations with a track record of managing teams that supported engineering highly available services. Experience with operating system, Microsoft Windows, Mac, and iOS. Experience with monitoring tools such as PowerBI and Splunk. Experience of managing service contracts, from a service and financial perspective. Experience with project management processes and tools. Deep experience of ITIL disciplines. Problem determination (experience in root cause analysis) and problem resolution skills. Hands-on experience of formal outsourcing processes and methodologies. Ability to work with Service Providers to ensure effective operations and agreed upon service levels. Proven negotiation and influencing skills. Experience of managing 3rd parties and 3rd party delivered services. Good leadership and people management skills. Good written and verbal communication skills. Ability to work with global team and utilize global best practices for service delivery. Able to demonstrate a high degree of flexibility including shift and out of hours working. Excellent organizational skills. Proven analytical, evaluative, and problem-solving abilities. Exceptional customer service orientation. This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. Zafar Khan Technical Recruiterbfb3568a-762b-4989-884b-a9682aa104ca