Yamaha Motor - Microsoft 365 Center Manager - SharePoint Online

About The Role

Yamaha is seeking a dynamic and experienced Manager to lead the establishment and management of a global Microsoft 365 (M365) support team serving Yamahas worldwide user base. This pivotal role combines technical expertise with strong leadership and operational skills to build a high-performing team that delivers exceptional M365/O365 support aligned with global IT and business Responsibilities :

• Lead the formation, development, and management of a global M365 support team, ensuring resources are effectively allocated to meet worldwide demand.
• Define, implement, and continuously improve support processes and workflows to deliver consistent, efficient, and high-quality user support.
• Oversee day-to-day operations of the support team, managing ticket resolution, escalations, and service requests for Microsoft 365 applications and services.
• Collaborate closely with global IT teams, business units, and external vendors to ensure smooth integration, deployment, and support of M365 services.
• Develop and enforce service level agreements (SLAs), key performance indicators (KPIs), and reporting metrics to monitor team performance and user satisfaction.
• Foster a customer-centric culture focused on proactive support, rapid incident resolution, and continuous improvement.
• Identify training needs and promote skill development within the team to keep pace with evolving M365 technologies and user requirements.
• Drive adoption of best practices, automation, and knowledge management to optimize support efficiency and scalability.
• Manage budgeting, resource planning, and recruitment to maintain a skilled and motivated support team.
• Act as the escalation point for critical incidents, coordinating cross-functional teams to resolve complex issues effectively.
• Stay current with Microsoft 365 roadmap updates and industry trends to anticipate impacts and opportunities for Yamahas IT Qualifications :
• Bachelors degree in Information Technology, Computer Science, Business Administration, or a related field.
• 7+ years of experience in IT support or service management, with at least 3 years in a leadership or managerial role supporting Microsoft 365/O365 environments.
• Deep technical knowledge of Microsoft 365 services including Exchange Online, SharePoint Online, Teams, OneDrive, and security/compliance features.
• Proven experience in building and managing global or multi-location support teams.
• Strong understanding of ITIL processes, incident and problem management, and service delivery frameworks.
• Excellent leadership and people management skills, with a track record of developing high-performing teams.
• Outstanding communication and stakeholder management abilities across global and diverse teams.
• Customer-focused mindset with a passion for delivering excellent support experiences.
• Experience working with ticketing systems, reporting tools, and automation platforms.
• Ability to manage multiple priorities in a fast-paced, dynamic Qualifications :
• Certifications such as Microsoft 365 Certified : Enterprise Administrator Expert, ITIL Foundation, or PMP.
• Experience in large-scale digital transformation or cloud migration projects.
• Knowledge of cybersecurity best practices relevant to cloud services.
• Multilingual skills or experience working in multicultural, global Yamaha ?