Service Manager - Change Management

Overview

This position is for a Service Manager focusing on Change Management, working remotely from Germany. The role involves delivering efficient support and governance within Microsoft 365 and Azure environments.

Primary Duties

• Handle support requests and manage service tickets related to Microsoft 365 and Azure platforms.
• Lead the entire change management process including planning, securing approvals, implementation, and governance.
• Oversee monitoring of service health and track operational performance indicators and adoption metrics.
• Coordinate processes for incident and problem management effectively.
• Serve as the main escalation contact for issues causing service disruptions or operational challenges.
• Ensure adherence to governance, security policies, and operational standards.
• Collaborate cross-functionally with engineering, product, and business teams to sustain service quality.
• Champion initiatives aimed at continuous improvement and optimization of operations.
• Develop operational reports and prepare executive-level status updates.

Required and Desired Skills

• Expertise in Microsoft 365 Copilot and Copilot Studio tools.
• Strong knowledge of Adoption and Change Management (ACM) and IT Service Management (ITSM) frameworks.
• Experience handling Incident and Problem Management efficiently.
• Familiarity with Governance and Compliance standards.
• Competent in Monitoring, Reporting, and Service Health Monitoring activities.
• Capability to manage Stakeholder relationships and Technical Operations.