M365 Operations Manager

Reporting to the Director, Unified Communications, this role leads the operational management, governance, and continuous improvement of Cencora’s Microsoft 365 collaboration and productivity environment. The role is responsible for ensuring reliable, well-governed, and scalable delivery of services such as Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and related M365 capabilities across the enterprise. 

This leader aligns Microsoft 365 operations with IT strategy and business objectives by building standardized support practices, measurable service insights, and repeatable operating processes. The role places strong emphasis on metrics, reporting, automation, and AI-enabled practices to improve efficiency, close knowledge gaps, accelerate issue resolution, and increase the overall impact of the team. Success in this role requires a balance of technical depth, operational discipline, service ownership, and cross-functional partnership with technology, security, compliance, support, and business stakeholders. 

Responsibilities:

M365 Operations 

• Responsible for the M365 collaboration and productivity experience across all business units, including incident, request, problem, change, and escalation management for supported M365 services 

• Lead a team of system administrators responsible for supporting a continually evolving Microsoft 365 environment, including recurring M&A integrations, tenant growth, standardization efforts, and operational change 

• Build and maintain reporting dashboards to monitor service health, support trends, adoption, operational performance, and project readiness across the M365 environment 

• Manage multiple M365 migration, integration, lifecycle, and standardization efforts in alignment with business priorities, timelines, and operational readiness needs 

• Define, document, and maintain M365 administration standards, support processes, governance controls, and operational runbooks 

• Support Microsoft 365 governance activities, including policy standardization, lifecycle management, access controls, compliance alignment, and coordination with Information Security, Legal, and Records/Retention stakeholders 

• Identify and implement automation opportunities within ServiceNow, M365 administration, reporting, and request fulfillment processes to reduce manual work and improve associate experience 

Finance 

• Support budget planning and cost management for M365 services, licensing, vendors, and operational improvements 

• Identify opportunities to improve service value and reduce unnecessary cost 

IT Technology Innovation 

• Direct the development and implementation of technologies and processes that improve associate productivity, simplify M365 administration, increase operational efficiency, and enhance the reliability of collaboration services 

• Evaluate opportunities to use automation, analytics, and AI-assisted operations to improve service delivery, reporting, request fulfillment, and issue resolution across the M365 environment 

Service Level Agreements (SLAs)  

• Monitor service performance, support trends, and escalation activity against defined operational expectations. 

• Use SLA and service health data to identify improvement opportunities, reduce recurring issues, and improve the associate experience. 

Vendor Management  

• Support vendor-related decisions, including Microsoft escalation management, licensing impacts, contract input, and service performance discussions for M365 and related collaboration services. 

• Review Microsoft and third-party service provider performance, support quality, roadmap alignment, and operational impacts. 

• Identify and confirm performance problems, coordinate escalations, and notify contract managers or vendor owners as appropriate. 

Resource/Talent Management 

• Set team priorities and measurable goals 

• Coach and develop administrators 

• Support performance management, skill growth, knowledge sharing, and succession readiness 

Change Management 

• Plan and communicate operational changes related to M365 integrations, standardization, governance changes, and service improvements 

• Reduce disruption through stakeholder communication, readiness planning, and support preparation 

Education:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, related field, or equivalent work experience. 

Work Experience:

• Typically has 5 to 7 years of IT operations, systems administration, or enterprise collaboration services experience, including experience leading teams or operational support functions. 

• Requires experience managing teams, leading operational support functions, and building relationships with people at a variety of technical, business, and leadership levels. 

• Requires demonstrated ability to launch and deliver one or more IT projects, operational initiatives, or service improvement efforts on time and within budget. 

• Experience in a large enterprise Microsoft 365 environment is strongly preferred, including operational support, governance, reporting, automation, migration, and stakeholder management responsibilities.

Skills and Knowledge:

• Technical aptitude on par with a Principal or Level III engineer, with demonstrated ability to learn, evaluate, and operationalize new Microsoft 365 technologies 

• Strong working knowledge of Microsoft 365 administration, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Intune, Entra ID, MFA, and related security and compliance concepts 

• Familiar with modern ticketing and workflow tools, including ServiceNow, as well as administrative dashboards, service health tools, and reporting capabilities within M365 

• Able to triage and troubleshoot issues escalated from the M365 operations team, Service Desk, IT partners, business stakeholders, and other escalation sources 

• Experience supporting M365 migrations, integrations, lifecycle activities, tenant standardization, and workload rationalization, including cloud-to-cloud and acquisition or divestiture scenarios 

• Ability to build dashboards and reports that provide insight into M365 service health, support volume, adoption, compliance readiness, and operational performance 

• Understanding of M365 governance, lifecycle management, access controls, licensing considerations, and enterprise compliance obligations 

• Experience identifying opportunities for automation, AI-assisted operations, process improvement, and reduction of manual administrative work 

• Familiar with enterprise identity and access systems, including Active Directory, Entra ID, MFA, privileged access processes, and related support practices.

Salary: 5861 - 8115 EUR gross monthly

What Cencora offers

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures

Full time

Affiliated Companies:

Affiliated Companies: World Courier (Lithuania) UAB