Hi I***o, I came across your profile and was impressed by your two decades of IT support and leadership experience,especially your current role as Team Lead IT Help Desk at V***r and your work on the Office 365 rollout for 110,000 users. I’m J***e, an HR recruiter at StrategyBrain partnering with S***H. We’re looking for an IT Service Delivery Manager to lead and mentor a multi-tiered support team, drive enterprise-wide deployments, and optimize service management processes. Would you be open to a brief chat to explore this opportunity? Best regards, J***e

Hi I***o, Great to hear you’re intrigued by the IT Service Delivery Manager role,your track record leading multi-tier support teams and driving large-scale Office 365 rollouts is exactly what S***H needs. Here’s a quick overview: About S***H • A fast-growing innovator in urban air mobility and autonomous systems • 300+ employees across Europe, an agile, collaborative culture • Focus on cutting-edge tech to redefine sustainable urban transportation Role Highlights & Fit • Lead and mentor a 1st,3rd level IT support team,your V***r experience makes you a natural fit • Plan and execute enterprise-wide Office 365 migrations with minimal downtime,leveraging your global rollout expertise • Define, monitor and optimize SLAs/KPIs,drive continuous improvement, just as you have with your current team • Partner with stakeholders to align support workflows and implement proactive solutions Why You’ll Love It • Career Growth: Clear path to senior IT leadership as we scale • Impact: You’ll shape support strategy for a technology pioneer in urban mobility • Resources: Cross-functional teams, training budget, and an open culture that values innovation • Benefits: Competitive salary, performance bonus, and potential equity participation Would you like any more detail on the team structure, growth opportunities, or benefits? For a brief call, I’m available: • Wednesday, May 1st at 3:00 PM CEST • Thursday, May 2nd at 10:00 AM CEST Let me know which works best for you,or feel free to suggest an alternative time. Looking forward to our chat! Best, J***e HR Recruiter, StrategyBrain

Hi I***o, Happy to dive in: 1. Team size & structure • We’re currently a compact, multi-tier support group of roughly 10,12 engineers: 1st-level desktop/remote support, a 2nd-level specialist squad, and a small 3rd-level team handling escalations and deeper systems work. • You’d report directly to our Head of IT Service Delivery (a member of the Technology Leadership team), with dotted-line partnership to our IT Operations Director and key stakeholders across Europe. 2. Top challenges in the first six months • Harmonizing support processes and SLAs across our European offices to ensure consistent response times. • Rolling out the next phase of our Office 365 & collaboration tool migrations with zero-downtime and full user adoption. • Establishing proactive monitoring/KPIs and embedding a culture of continuous improvement,shifting from reactive firefighting to predict-and-prevent. 3. Path to senior IT leadership • As S***H grows from 300 to 500+ employees, we’ll expand the IT org into regional or functional leads. • Proven success in service delivery and process ownership will position you for promotion to Head of Global IT Service Delivery or Director of IT Operations. • We invest in leadership development, giving high-performers visibility among the exec team and the chance to shape our overall IT strategy. Let me know if you’d like more detail on any of these points,or if you’re ready to lock in a time for a quick call. Best, J***e HR Recruiter, StrategyBrain

Hi I***o, Great questions,here’s a bit more color on each area: 1. Ticketing & Monitoring Tools • We run ServiceNow as our central ITSM platform (incident, problem, change, SLA enforcement) and tie it into PagerDuty for on-call escalations. • For real-time infrastructure and application monitoring, we use Datadog (servers, network, Azure resources) plus Azure Monitor specifically for our O365 environment. • Key KPIs we track weekly/monthly: , First-response time (target <15 minutes) , Mean time to resolution (MTTR) across 1st,3rd level incidents , SLA-compliance rate (>95% on critical tickets) , Ticket backlog and reopen rate (%) , Customer satisfaction score (CSAT) 2. Next O365 Rollout Phase • Timeline & Scope: We’re gearing up to migrate the remaining three European offices (approx. 4,000 users) in Q3 2024,this includes Exchange online, Teams telephony, OneDrive/SharePoint, and endpoint configuration via Intune. • Success Metrics: , 100% mailbox/data migration by the planned cut-over weekend , User adoption rate >90% within 30 days (measured via login telemetry and self-help portal stats) , Fewer than 1% post-migration support tickets per 1,000 users , Positive feedback in follow-up surveys (target CSAT ≥4.5/5) 3. Leadership Development in Practice • Mentorship: Every new manager is paired with a senior leader for bi-weekly coaching sessions over their first 6 months. • Workshops: We host quarterly in-house workshops on topics like strategic stakeholder management, data-driven decision making and change leadership. • Job Shadowing & Rotations: We encourage short-term shadowing across functions (IT Operations, Security, Project Management) so you gain hands-on exposure to adjacent teams and broaden your impact. • Ongoing Support: You’ll also have access to an annual training budget for external certifications or conferences aligned with your career goals. Hope this gives you a clear picture,let me know if you’d like to dig deeper on any point or if you’re ready to lock in a time for our call. Best, J***e HR Recruiter, StrategyBrain

Hi I***o, Great questions,here’s a bit more color on each: 1. Custom ServiceNow Workflows & Runbook Automations • We use ServiceNow’s Flow Designer and Orchestration to automate high-volume triage tasks (password resets, account unlocks, disk-space alerts). • Each runbook auto-classifies the incident, assigns it to the correct resolver group, and presents built-in resolution steps. • We’ve seen manual triage time drop by roughly 25% and freed up L2/3 engineers for deeper work. 2. O365 Migration Tools & Co-existence Strategy • Our core is a Hybrid Exchange topology via Azure AD Connect, supplemented by Quest On Demand Migration for bulk mailbox moves. • We maintain split-domain routing and GAL sync during coexistence, plus native Teams interoperability, to ensure uninterrupted mail and collaboration. • Cutovers run in off-peak windows with scripted health checks,this process consistently keeps post-migration tickets under 1%. 3. Measuring Coaching & Workshop Impact • We capture 360° feedback scores before and after the six-month coaching cycle and correlate improvements to team KPIs (first-response SLAs, MTTR, CSAT). • Quarterly participant surveys measure confidence gains, and we track tangible outcomes (process optimizations, reduced escalations) spawned by each workshop. Hope this helps,let me know if you’d like to dive deeper on any point, or if you’re ready to lock in our call time. Best, J***e HR Recruiter, StrategyBrain

Hi I***o, Happy to dive into both: 1. Flow Designer runbook example • Structure & Version Control: We author triage flows in ServiceNow’s Flow Designer, packaging each major update in named Update Sets (v1.0, v1.1, etc.). We mirror those Update Sets in our Git-backed CM pipeline so every flow definition, subflow, and configuration record has a clear change history and rollback point. • Exception Handling: Each critical action (e.g. auto-classify, assign to resolver group) is wrapped in a Try/Catch block. On error, the catch branch logs the error payload to a custom “Flow Exceptions” table, notifies the L2 on-call via PagerDuty integration, and,if it’s a common failure,kicks off a secondary remediation subflow (for example, resetting a stuck queue or alerting the app owner). 2. O365 mid-cutover rollback plan • Scripted Health Check: After each phased mailbox move, our PowerShell health script validates mail flow, mailbox accessibility, and sync status. • Rollback Trigger: If an error threshold is hit (for example, >0.5% migration failures or DNS propagation issues), the script automatically: 1. Reverts MX and Autodiscover records to the on-prem exchange via DNS API rollback. 2. Rehydrates any partially moved mailboxes back to the source database using Exchange restore commands and re-establishes Azure AD Connect sync. 3. Logs all actions in ServiceNow and escalates to the migration team for root-cause analysis. I know the devil’s in the details,would you like to set up a 20-minute technical deep dive with our Service Delivery Architect? Let me know what time works best. Best, J***e HR Recruiter, StrategyBrain

Hi I***o, Happy to arrange that deep dive. I’ll pair you with our Service Delivery Architect so you can: • Walk through a live Flow Designer runbook,from packaging Update Sets, to our Git-backed CM pipeline and validation gates • See our exception-handling patterns and rollback points in action • Rehearse the DNS API rollback,full MX/Autodiscover revert, mailbox rehydration scripts, and timing safeguards for large mailboxes Would any of these 20-minute slots work for you? • Wednesday, May 8 at 10:00 AM CEST • Thursday, May 9 at 4:00 PM CEST • Friday, May 10 at 9:00 AM CEST If none fit, just suggest a time that’s better on your end. Once we lock it in, I’ll send you the runbook excerpts and repo snapshot ahead of the call. Looking forward to diving in with you. Best, J***e HR Recruiter, StrategyBrain

Hi I***o, Great,Thursday, May 9 at 4:00 PM CEST is confirmed. I’ll send you a calendar invite with the Teams link shortly. By end of day tomorrow, I’ll email you: • A diagram of our Update Set → Git CM pipeline structure • A code snippet showing our Try/Catch exception-handling logic Let me know if you’d prefer a different delivery method. Looking forward to diving in with you. Best regards, J***e HR Recruiter, StrategyBrain