Service Delivery Manager, M365 platform

Job Description

Zurich North America is currently hiring a Service Delivery Manager, and this person will work in a hybrid schedule out of our Schaumburg North America HQ. This person will report to the AV Systems Manager IT: Operational Planning and Execution. He or she is a technical delivery lead for base Microsoft services, including ensuring core mail and messaging platform, SharePoint, Viva Engage tools, governance, Power Platform, etc.

are delivered with quality and reliability. Objectives: Manage the technical environment including the change process. Own M365 user license footprint. Partner with the Governance team to ensure tools align with the current and future data governance strategy.

Collaborate with ZCC Technical Team to meet day-to-day user needs. Transition the service from a task-based group to a collaborative business partner.

Build a service catalog and coordinate training as part of a new demand-management strategy. Responsibilities: Lead onshore and offshore resources to a collaborative future state that leverages AI. Create and manage a service catalogue that guides business users to appropriate solutions for standard problems.

Align M365 capabilities (Teams, SharePoint, OneDrive, Exchange, etc. ) with business goals and IT strategy. Implement policies for data retention, access control, naming conventions, and lifecycle management to ensure compliance and consistency via Avepoint platform.

Guide offshore partners (ZCC) to deliver professional results from the service catalog. Partner with Governance and Privacy to ensure we provide the necessary controls within the M365 space to achieve organizational goals at appropriate levels of risk.

Ensure the various legal holds and other requirements are met. Oversee vendor or internal support teams to maintain uptime, resolve issues, and escalate when needed. Build training and end user education to help them adopt these collaborative business tools.

Collaborate with Digital Workplace Enablement Lead on a communication strategy for changes. Organize events for power users/citizen developers that bring talent together to be shared across the organization. Contribute to ZNA learning opportunities to bring M365 expertise to ZNA colleagues.

Manage M365 License strategy to align with organizational objectives. Analyze usage patterns to right-size licensing and eliminate waste. Assess new M365 capabilities for potential ROI and operational efficiency.

Ensure maximal use of licensed M365 features to use Microsoft as primary platform and limit redundant third-party spend. Basic Qualifications: Bachelor’s Degree and 6 or more years of experience in the Application Design and Development area ORHigh School Diploma or Equivalent and 8 or more years of experience in the Application Design and Development area Preferred Qualifications: Insurance and financial services backgroundExperience managing vendor resources and relationshipsM365 platform experience managing applications Teams, SharePoint, OneDrive, Exchange, etc. .

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