PCS Operations Team Lead

About this role

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Skills you'll use

What you'll do

• Productivity & Collaboration Services Operations Team Lead (Solventum)
• 3M Health Care is now Solventum
• At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.
• We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.
• The Impact You’ll Make in this Role
• Owning and managing PCS intake channels and the L3 escalation queue across Microsoft 365 and productivity & collaboration services, triaging and prioritizing work by business impact, risk and compliance requirements, and operational capacity.
• Acting as the primary L3 escalation layer above L2 managed services and coordinating incident response across internal teams, vendors, and US-based SMEs to ensure SLAs, OLAs, and service expectations are met.
• Balancing workloads across GCC PCS engineers and specialists, flexing resources across domains as demand requires, and supporting cross-training to reduce single points of failure.
• Leading and delivering small to mid-sized PCS initiatives including content and collaboration migrations, cleanups, license management and automation efforts.
• Driving continuous improvement, root cause analysis, and shift-left practices to reduce ticket volume, improve service stability, and increase self-service and L1/L2 enablement over time.

Who can apply

• To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:
• Bachelor’s Degree or higher AND 5 years of experience in M365 productivity and collaboration operations

About Solventum

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