M365 Enterprise Support Program Manager

SherWeb - Montréal, QC (30+ days ago)

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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.

Our team goal is to solve our clients’ technical issues related to Office 365. You will contribute to this goal by being responsible for the overall performance of the program, the application of our contractual obligations, the customer relationship and reporting of KPIs. You will follow up and contribute directly to the results of this program on different sites, collaborate with subject-matter experts and specialists of various shared services, collect their feedback and articulate gaps and needs. You will also ensure 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 regarding our M365 technical support program’s performance for enterprise.
Align data, analyze, define and deliver action plans, to improve customer experience.
Develop, foster and maintain business relationships with the program’s stakeholders.
Analyze the program’s performance, optimize and improve processes, policies and procedures, as well as their design and implementation, to achieve expected business results.
Operationalize on our different sites the changes and improvements required by the program.
Lead weekly reviews, monitor performance and measure trends and improvements.
Maintain reports, dashboards and metrics on the program’s performance and act as needed.
Work with operations to ensure metric accuracy and reports on key drivers.
Ensure proper and compliant tool and system usage, to ensure quality client relationships and technical issue follow-ups.
Participate in client meetings and sustain harmonious business relationships.
Promote skill development amongst the program by providing coaching and training.
Support subject-matter experts and program-dedicated specialists in the delivery of their activities.
Ensure the fulfillment of our commitments on compliance and confidentiality.
Perform any other tasks to support customers and ensure program excellence and client satisfaction, according to the technical support department’s evolution and business needs.

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 Administration, management, IT or equivalent experience;
5 years of experience in business management and/or project management for business clients;
Excellent English skills, both spoken and written, are essential;
Good knowledge of Microsoft 365 products and services;
Excellent knowledge of the Office suite and Windows platform.
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).
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.

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