M365 Program Manager

Employeur Sherweb Inc.
Horaire Temps plein
Type d'emploi Permanent
Domaine d'emploi Informatique
Télétravail possible Non

Une région à découvrir

Résumé du poste

Position: Full-time, permanent.

Start date: As soon as possible.

Here's what we do and why we do it.

Simply put, we will work together to simplify businesses' IT with cloud technology so they can focus on what really matters, making people’s lives better. Discover how we do that here: www.sherweb.com/about/

Here's how you will contribute to the success of the company.

Member of our M365 Technical Support department, reporting to a Director, you will be responsible for one or many of our various technical support program’s performance, application of our contractual obligations, customer relationship and KPI reporting. You will follow up and contribute directly to the results of this program on different sites, collaborate with various shared services, collect their feedback and articulate gaps and needs. You will also contribute to the proper management of operations and processes, as well as the continuous improvement of our practices, in order to exceed performance and quality objectives.

Here's what your day-to-day will look like in this role:

Operationalize the contractual obligations and act as the main resource for all programs’ performance assigned to you;
Closely monitor performance (KPI) through data reports, dashboards and custom (ad hoc) measurements.
Ensure accuracy of reports, dashboards and metrics on the program’s performance and act as needed.
Lead weekly and monthly review meetings with the client and external Partners to expose operational strategies, maintain confidence and sustain harmonious business relationships.
Analyze support data to define and deliver action plans to improve program’s performance and global experience.
Optimize and improve processes, policies, procedures and training, as well as their design and implementation, to achieve expected program results.
Monitor and participate actively in the operationalization of changes and improvements required by the programs under your responsibility.
Ensure proper tool and system usage to maximize quality client support and technical follow-ups, along with collaborating with the client to innovate and design important changes to the tools available to the M365 technical teams.
Promote and participate in skill development amongst the program by providing coaching and training.
Ensure proper management of any staff (direct report) assigned to your supervision, including guidance, workload and individual performance evaluation.
Carry out all other related tasks per the job’s evolution and departmental needs.

Eastern Townships (English)


Eastern Townships (English)

Exigences et conditions

Here's what you need to have and master to get the job.

If you have at least half, you have a great chance to receive a call from us.

University degree in business administration, IT or equivalent experience;
5 years of experience in project management for business clients;
Excellent oral and written communication skills in English;
Good knowledge on Office 365 or Microsoft 365;
Knowledge in managing B2B products and services (SLM, SLA).
You are recognized for your leadership and capacity to mobilize.
You are competitive and results oriented.
You adapt rapidly to change.
You are organized, autonomous and know how to manage based on priorities.
You have solid judgment and you are trustworthy.
You have a great capacity to analyze and are known for your strategic thinking.
You have excellent communication skills.
You work well under pressure and you can adapt to an environment that is constantly changing.
You know how to bring people together and you encourage teamwork.

If you have these skills, you will fit right in with us:

• Communication skills – Why? Because you will be expected to explain and vulgarize concepts by adapting the style and content of your messages to your audience (whether it’s internal client, external clients or your teammates).

• Organization and resourcefulness – Why? Because we don’t believe in micromanagement. You will need to figure out solutions on your own by using your skills, your knowledge and any relevant information you can get your hands on.

• Problem solving skills – Why? Because when you will face a problem, you will first analyze the information before identifying the possible causes. You will then explore and implement the most efficient and logical solutions.

• Adaptability – Why? Because our industry evolves constantly. You will have to adjust your thinking and methods to better suit new or unplanned situations (whether it’s for your daily tasks or your work environment).

Avantages sociaux

Here's what you can expect from us. We believe professional success is based one's ability to build genuine relationships, to showcase her/his talent at every opportunity and to be a lifelong learner. If you share this vision, you will be pleased to find among us highly experienced professionals who will be happy to mentor or coach you. We will invest in your development. We will also provide you with the compensation and the opportunities that will help you make your aspirations a reality. So, if you have a head full of ideas and a soul full of hopes, here the floor is yours. This is our team philosophy. Humans were built to help each other. What unites our team is the sense of purpose we get from helping one another and our customers. That's who we are, not just what we do. If you share this philosophy, you might just be one of us. Send us your resume to tell us your story.

Date d'affichage :

Date limite pour postuler : 07 mai 2021

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