O365 Service & Process Lead

WPP
Chennai
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Stakeholder management","Continuous improvement","Root-cause elimination","Collaboration","Process governance"]

Own service-management processes and quality for the M365 estate delivered by Kyndryl. Define and maintain M365 service-management standards, govern process adherence, SLAs, KPIs, and service quality, and lead continuous improvement through reporting, reviews, problem management, and root-cause elimination. Coordinate day-to-day delivery across incident/request/problem management, manage escalations, and support audits, compliance, and governance.

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FursaFursa
WPP
WPP
1 day ago

O365 Service & Process Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own service-management processes and quality for the M365 estate delivered by Kyndryl. Define and maintain M365 service-management standards, govern process adherence, SLAs, KPIs, and service quality, and lead continuous improvement through reporting, reviews, problem management, and root-cause elimination. Coordinate day-to-day delivery across incident/request/problem management, manage escalations, and support audits, compliance, and governance.
Location: Chennai
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Define and maintain M365 service-management processes, standards, and governance.
  • •Govern Kyndryl process adherence, SLAs, and service quality.
  • •Own service reporting, reviews, and continuous improvement activities.
  • •Drive problem management and root-cause elimination to reduce incidents and recurring issues.
  • •Coordinate day-to-day delivery across incident, request, and problem management, manage escalations, and support audits/compliance/governance.

Key Requirements

  • •Experience with M365 service management and process design.
  • •ITIL and continual service improvement practices.
  • •Vendor governance and SLA reporting, including service-quality oversight.
  • •Data analysis and reporting for service reviews and continuous improvement.
  • •Relevant certifications or equivalent experience in service management.
Skills:Stakeholder managementContinuous improvementRoot-cause eliminationCollaborationProcess governance
Languages:English
Tech Stack:Microsoft 365M365O365ITILSLAsKPIsKyndryl

Company Brief

WPP
Global marketing and communications services group offering advertising, media investment management, branding, public relations, and digital services to multinational clients across industries.
Industry: Advertising Media Groups
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1971
WebsiteLinkedIn