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 objectives.

Key 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 environment.

Required 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 environment.

Preferred 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 organizations.

Why Yamaha ?

Join Yamaha and be part of a global company committed to innovation and excellence. This is a unique opportunity to lead a critical support function that enables seamless collaboration and productivity for thousands of users worldwide. If you are a strategic leader with a passion for Microsoft 365 technologies and team development, we encourage you to apply.