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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand, hybrid work, and common ITSM title yield moderate applicant competition.
High because role demands M365-specific ITSM, ITIL practices, and vendor coordination limiting cross-industry fit.
Requires ITIL/service-management expertise, vendor governance and platform leadership though no strict years specified.
Job Description
Structured overview of role & requirementsAbout 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.