Job Description Summary

As a M365 SharePoint/OneDrive Service Delivery Manager, you will play a pivotal role in ensuring the successful management, support, and optimization of GE Healthcare’s SharePoint and OneDrive for Business environment.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

This role requires managing the technical aspects of a SharePoint/OneDrive environment, experience building standard operating procedures, and coaching/mentoring junior technical team members.

Responsibilities

• Oversee the end-to-end service delivery for M365 SharePoint and OneDrive for Business.Serve as the primary point of contact for SharePoint and OneDrive support related inquiries and escalations.

• Support Level 2/3 and Executive Support Teams and take ownership of escalated issues. Provide retrospective review of root cause and path to remediation where needed.

• Ensure SharePoint templates are consistent with GE Healthcare brand guidance.

• Monitor key performance indicators and work closely with IT support teams to address any issues promptly.

• Create and maintain Knowledge Base articles to assist users in navigating SharePoint and OneDrive features.

• Create and maintain technical support guides and Knowledge Base articles to assist teams in providing Levels 1 – 3 Teams support.

• Identify opportunities to shift request tickets to L2/L3 resources. Develop standard operating procedure (SOP) documents, identify appropriate access, train L2/L3 resources and support SOPs in steady state.

• Support intake processes like SharePoint site creation or application integration.

• Work with L2/L3 resources to review technical support issue trends. Maintain ongoing issues-list and develop action plans to remediate. Communicate updates at required intervals.

• Proactively identify user-facing learning opportunities within SharePoint and OneDrive by working with support teams to identify trends in help requests. Develop micro-learning, tips and tricks to help colleagues better leverage the platform.

• Working with Teams Product Manager, implement approved enhancements or application updates to ensure the platform aligns with organizational needs.

• Strong interpersonal skills and the ability to help break down technical explanations into simple, easy to understand terms.

• Working with Teams Product Manager, create Teams peer-to-peer community to act as a forum for sharing critical information, Tips and Tricks and learning opportunities.

• Prepare usage analytics as required.

Qualifications

• Bachelors Degree or HS Diploma OR Technical Diploma OR equivalent with 5 years or more proven experience in managing the M365 SharePoint/OneDrive for Business environment.

• Strong project management skills with the ability to drive initiatives from conception to completion.

• In-depth knowledge of SharePoint ad OneDrive for business features, integrations, and security protocols.

• Familiarity with ITIL or other service management frameworks is a plus.

• Certifications such as Microsoft Certified: Teams Administrator Associate are advantageous.

• Proven experience as an Office 365 Administrator or similar role.

• Strong knowledge of Office 365 services, including SharePoint Online, Exchange Online, and Teams.

• Proficiency in PowerShell scripting for automation.

• Familiarity with security and compliance features in Office 365.

• Excellent problem-solving and communication skills.

• Ability to work independently and collaboratively in a team environment.

Desired Characteristics

• Certifications such as Microsoft 365 Certified: Enterprise Administrator Expert or similar are a plus.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

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For U.S. based positions only, the pay range for this position is $130,560.00-$195,840.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.