PCS Operations Team Lead

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Job Description: 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. Your Skills and Expertise 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 AND In addition to the above requirements, the following are also required: 7 years of experience managing intake, priorities, and service backlogs in an enterprise IT environment 7 years of experience leading small operational teams or pods 7 years of experience operating in global, follow-the-sun delivery models 7 years of experience in incident management, escalation, and service management Additional qualifications that could help you succeed even further in this role include: Experience leading L2/L3 escalation queues across Microsoft 365 and enterprise productivity services. Experience delivering migrations, cleanups, and automation initiatives within a productivity and collaboration portfolio. Strong skills in prioritization, cross-team coordination, stakeholder communication, and continuous improvement. Work location: · Hybrid Domestic Travel: May include up to [20%] Supporting Your Well-being Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope. Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers. Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com . Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains. 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