O365 Service & Process Lead
WPP (company site, opens in a new tab)On-siteDirect career pageEst. 18–30 LPA
Posted on 21 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own and govern M365 service-management processes, ensuring adherence to standards and SLAs across Kyndryl-delivered services.
- Lead service reporting, reviews, continuous improvements, and problem management focused on root-cause elimination.
- Coordinate day-to-day delivery with vendor teams including incident, request, problem management, operational escalations, and change control.
Minimum Requirements
- Experience in service management and process design specifically for M365.
- Proven track record in ITIL practice and continual service improvement.
- Vendor governance experience with SLA reporting and operational team leadership.
- Relevant certifications or equivalent experience in ITIL/service management.
Ideal Candidate Profile
- Experienced in managing enterprise-scale vendor relationships and service delivery for Microsoft 365 environments.
- Skilled in driving operational excellence through process governance, data-driven reporting, and stakeholder coordination.
- Capable of handling complex problem management and ensuring compliance and quality standards in hybrid work models.