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 expectations beyond the provided range to apply as they will be considered based on their experience, skills, and education.  The compensation indicated represents a nationwide market range and has not been adjusted for geographic differentials pertaining to the location where the position may be filled. The proposed salary range for this position is $124,410.00 to $203,610.00, with short-term incentive bonus eligibility set at 15%. 

As an insurance company, Zurich is subject to 18 U.S. Code § 1033.

A future with Zurich. What can go right when you apply at Zurich?

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more.

Zurich in North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. 

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission. 

Location(s): AM - Schaumburg
Remote Working: Hybrid
Schedule: Full Time
Employment Sponsorship Offered: Yes  
 
Linkedin Recruiter Tag: #LI-MG1 #LI-ASSOCIATE