Your ResponsibilitiesOversee global day-to-day Digital Workplace (DWP) service operations across all locations.Lead incident response and escalations to restore service availability during disruptions.Fulfill and coordinate user service requests to ensure timely delivery.Drive problem management, perform root cause analysis, and implement corrective actions.Coordinate change management for DWP services with ITIL-aligned approvals and controlled deployments.Maintain and update service and process documentation, including SOPs, handbooks, and knowledge base articles.Liaise with operating partners and provider management to monitor contracted deliverables and service performance.Monitor OLAs, SLAs, and KPIs, produce performance reports, and trigger remediation before business impact.Track and plan service costs, define allocation keys, and collaborate with finance for budgeting and reporting.Ensure DWP services meet security and regulatory requirements and coordinate vulnerability remediation.Your QualificationsMinimum 5 years leading Microsoft 365 / Modern Workplace services.Minimum 5 years in IT service management with direct responsibility for SLAs, KPIs, change control, and major incident handling.Proven experience managing managed service providers and Microsoft commercial relationships, including contracts, licensing, SLAs, and escalations on a global level.Demonstrated M365 security experience (Defender for Office 365, identity/Entra ID, DLP/MIP).Strong technical knowledge of M365 workload integration: Teams, SharePoint, Exchange Online, OneDrive, Entra ID/Azure AD, and Intune.Expertise in M365 tenant governance, information architecture, external collaboration boundaries, permissions/access models, and evergreen change approaches.Practical experience with ITIL-based service management, operational support, and monitoring/reporting on OLAs/SLAs/KPIs.Relevant certifications preferred (e.g., Microsoft 365 Administrator, Identity & Access Administrator, Azure Administrator, ITIL Foundation)Willingness to travel.Your CompetenciesMeticulous & Detail-Oriented: Ensures accuracy in equipment management, calibration checks, and documentation.Analytical & Problem-Solving: Interprets calibration results, identifies deviations, and implements corrective actions.Results-Oriented & Decisive: Meets calibration deadlines and ensures operational reliability.Effective Communication: Collaborates with internal teams and external suppliers, ensuring clear documentation and compliance.Teamwork & Independence: Works autonomously on equipment monitoring while supporting cross-functional initiatives.Commitment to Quality, Compliance & Safety: Upholds ISO 13485 standards, promotes a quality culture, and ensures safe, compliant operations.Commitment to diversity and inclusion.BenefitsCompetitive SalaryPermanent employment contractWell Being In FocusHealth InsuranceVacation Policy (24 vacation days, with additional days off for your birthday and December 24th)Free Curative Medicine24/7 Employee Assistance Program (EAP)Nutritional Options at Work (canteen with diverse meal choices including meat, fish, diet, vegetarian, and composed salads)Culture Of Development And LearningUnlimited Access to LinkedIn LearningInitial and continuous training aligned with your career goals.Other BenefitsReferral ProgramEngaging Events (Team buildings, holidays celebrations, and themed days)On-site parking (for cars, motorcycles, and bikes, including electric car chargers)#J-18808-Ljbffr