M365 Operations Manager

Cencora, previously known as AmerisourceBergen, is a leading global pharmaceutical solutions organization centered on improving lives. Ranked #21 on the Global Fortune 500, our team members are united in our responsibility to create healthier futures. Our Shared Service Center in Lithuania is experiencing rapid growth and we have many diverse and exciting roles in Customer Service, Operations, IT, Finance and HR.  Join us and make a positive impact on human and animal health.

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.

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