Service Delivery Manager, M365 platform

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 OR
• High School Diploma or Equivalent and 8 or more years of experience in the Application Design and Development area
  
  

 

Preferred Qualifications:

 

• Insurance and financial services background
• Experience managing vendor resources and relationships
• M365 platform experience managing applications Teams, SharePoint, OneDrive, Exchange, etc..
• Experience partnering with Governance and Privacy to ensure we provide the necessary controls within the M365 space to achieve organizational goals at appropriate levels of risk.
• Experience creating and managing a service catalogue that guides business users to appropriate solutions for standard problems.
• People management background
• Strong verbal and written communication skills
• Strong analytical and problem solving skills

 

At Zurich, compensation for roles is influenced by a variety of factors, including but not limited to the specific office location, role, skill set, and level of experience. In compliance with local laws, Zurich commits to providing a fair and reasonable compensation range for each role. For more information about our Total Rewards, please click here. Additional rewards may encompass short-term incentive bonuses and merit increases. We encourage candidates with salary expect