Microsoft Service Delivery Manager

Biogen SANDBOX•Research Triangle Park, NC

About The Position

This position is required for Biogen to effectively manage the new servicing models that have been implemented by Microsoft. The candidate will be working with a team that consists of Desktop Engineers, User Experience Engineers, Application Support personal and business facing IT leaders. The candidate will also work directly with Microsoft and other enterprise application vendors. The Evergreen Service Owner is a position within IT Collaboration Services that will be responsible for planning, communicating and executing enterprise wide monthly upgrades of Office Pro Plus to all Biogen PCs and Macs and bi-annual upgrades of Windows 10. The responsibilities of the position may grow in the future to include additional Microsoft Office 365 products.

Requirements

5-7 years relevant experience.
Experience with Microsoft Office Pro Plus and other Office 365 technologies.
Demonstrated high level of customer service and work ethic.
Strong verbal and written communication skills.
Ability to work i

Responsibilities

Develop and implement a deployment process that aligns with Microsoft’s new servicing models.
Work directly with the user experience team to identify features in each new version that should be used at Biogen.
Identify missing features that Biogen requires. Communicate features to Microsoft and track for deployment.
Ensure users receive proper communication and training on the upgrade impact and new features that they can leverage.
Coordinate Biogen application regression testing and issue remediation.
Execute the upgrades per the developed schedule.
Ensure GxP compliance is maintained during all upgrades.
Partner with all IT groups to ensure upgrades do not negatively impact end-users.
Promote regression testing for all new platforms being implemented at Biogen. Identify which new platforms will need to be tested during each upgrade cycle.
Maintain appropriate procedures, work instructions and SDLC documentation.
Develop and measure KPIs that can be used to identify the programs effectiveness is delivering new features to the end users.
Conduct monthly IT lunch and learns for new Office 365 features.
Work with the Demand Management team to correlate business needs with new functionality.