M365 Operationalization Specialist

Location: Hybrid (Burnaby/Vancouver, BC – Mostly Remote)
Duration: Initial 6-Month Contract (Extension Possible)
Rate: CAD $85/hr Incorporation
Start Date: ASAP
Work Authorization: Canadian Citizen or Permanent Resident Required

Overview

We are seeking an experienced M365 Operationalization Specialist to support a major Technology Services Transformation initiative within a complex public safety environment. This role will focus on establishing and enhancing the operational framework, governance structure, service management processes, and support readiness for Microsoft 365 services across the organization.

This is not a hands-on Microsoft 365 engineering or administration role. The successful candidate will be responsible for developing operating models, governance frameworks, runbooks, service documentation, support processes, and operational readiness practices that ensure Microsoft 365 services are sustainable, secure, measurable, and aligned with business objectives.

Key Responsibilities

• Assess current-state Microsoft 365 operational practices, governance maturity, service ownership models, documentation quality, and support processes.
• Design and implement target-state M365 operating models, including governance structures, RACI matrices, escalation paths, administrative responsibilities, and decision frameworks.
• Develop operational procedures, runbooks, support documentation, service standards, configuration inventories, and operational readiness artifacts.
• Establish service management processes for incidents, service requests, access management, change and release management, provisioning, and operational reporting.
• Define governance standards for Microsoft Teams, SharePoint Online, OneDrive, Exchange Online, external sharing, guest access, retention, lifecycle management, and collaboration services.
• Support M365 migration and transition-to-operations activities, including user readiness, permissions analysis, information architecture, and post-migration sustainment.
• Develop service catalog entries, knowledge articles, support scripts, troubleshooting guides, operational checklists, and transition documentation.
• Collaborate with cybersecurity, service desk, infrastructure, identity, endpoint, information management, and business teams to align operational practices with security and compliance requirements.
• Define reporting requirements and dashboards related to adoption, service health, governance compliance, support demand, operational risks, and service performance.
• Identify operational gaps, governance risks, ownership issues, and process inefficiencies while recommending practical improvement strategies.
• Support change enablement, communications, training initiatives, hypercare planning, and transition-to-operations activities.
• Maintain risk registers, decision logs, issue logs, process maps, operational readiness assessments, and governance documentation.

Required Qualifications

• 10+ years of experience in IT Service Management, Service Operations, Microsoft 365 Governance, or Operational Readiness within large enterprise environments.
• Proven experience developing Microsoft 365 operating models, governance frameworks, support processes, and runbooks.
• Strong understanding of Microsoft 365 services including:
  • Microsoft Teams
  • SharePoint Online
  • OneDrive
  • Exchange Online
  • Entra ID integrated services
• Experience with ITSM and ITIL-based service management practices.
• Strong expertise in service documentation, governance, RACI development, operational reporting, and process improvement.
• Excellent stakeholder management, communication, facilitation, and documentation skills.
• Bachelor''s degree in Information Systems, Business, Technology, or related field (or equivalent experience).

Preferred Qualifications

• ITIL Foundation Certification.
• CBAP, IIBA, or Business Analysis certification.
• Experience supporting Microsoft 365 migrations and operational transitions.
• Experience working in public sector, public safety, emergency services, or highly regulated environments.
• Experience operating within matrixed organizations and transformation programs.

Technical Knowledge

• Microsoft 365 Governance & Operational Readiness
• ITIL / ITSM Processes
• Incident, Request, Change & Release Management
• Service Ownership & Support Models
• Runbook & Operational Procedure Development
• Service Catalog & Knowledge Management
• Operational Reporting & Dashboard Requirements
• Microsoft Teams, SharePoint Online, OneDrive & Exchange Online
• Microsoft Visio, Teams, SharePoint, and PowerPoint

Work Environment

• Hybrid work model with primarily remote work.
• Occasional onsite attendance required at Burnaby/Vancouver, BC locations.
• Consultant must provide their own laptop and smartphone.
• Standard business hours: 8:00 AM – 4:30 PM PST.
• Travel to onsite locations is at the consultant''s expense.

Additional Information

• Initial 6-month contract with strong possibility of extension.
• Supports enterprise-wide Technology Services modernization and operational transformation initiatives.
• Opportunity to contribute to a highly available, mission-critical public safety environment supporting cloud, cybersecurity, identity, infrastructure, and Microsoft 365 modernization programs.