Global IT Infrastructure Workplace Technical Service Manager

Global IT Infrastructure Workplace Technical Service Manager PURPOSE OF THE ROLE RESPONSIBILITIES Service Ownership Strategy

• Own end to end M365 collaboration workloads (Teams, SharePoint, OneDrive, Exchange Online, Viva, Planner, Power Platform)

• Define and maintain a clear service strategy, technical blueprint, and multi year roadmap aligned to the Global Workplace strategy and M365 evergreen model

• Prepare for and guide coexistence/integration scenarios with Google Workspace

Roadmap Execution Change Delivery

• Continuously evaluate new Microsoft capabilities (incl. AI) and collaboration tools; assess their business impact

• Lead POCs, controlled feature rollouts, staged deployments, and pilots

• Own the Change Project pipeline for M365 Collaboration; ensure enhancements and new services are tested, documented, and deployed in a controlled manner

• Drive continuous improvement, simplification, and automation; advocate user centric design and strong adoption practices

Service Governance Operations

• Ensure robust operational governance with suppliers, internal teams, and partners

• Oversee global service operations (performance, incidents, problems, changes, compliance, capacity).

• Ensure ITIL compliance (incident, problem, change, capacity, continual improvement)

• Lead lifecycle processes (evaluation, rollout, standardization, maintenance, retirement)

• Provide weekly/monthly service performance reporting and lead the service in DSR/operational forums

Vendor, Partner Stakeholder Management

• Act as primary owner of relationships with M365 related vendors/partners; manage SLAs, value delivery, escalations, and performance

• Ensure partners contribute to strategic evolution, not only technical operations

• Represent the service in cross tower forums and with business stakeholders across 70+ countries

• Act as the single point of contact for technical and vendor engagements

Financials Value Realization

• Manage the service budget and drive cost efficiency

• Maximize business value realization through collaboration technologies and strong adoption

Technical Leadership

• Provide expert guidance on M365 architecture, governance, security, licensing, and integrations; collaborate with Endpoints, AD/IAM, AVD, and Employee Productivity towers

• Support migrations (e.g., email, SharePoint, apps) and identity related components

• Anticipate needs around Google Workspace capabilities to support future coexistence or migration

WHAT WE ARE LOOKING FOR

• Experience: 10+ years in end user and collaboration technologies (strong Microsoft background preferred)

• M365 Expertise: Proven knowledge of administration, security, governance, and licensing across core workloads

• Evergreen Workplace: Experience designing and operating evergreen workplace environments

• Identity Device: Familiarity with Azure AD/Entra ID, Intune/SCCM, and common integration patterns

• Google Workspace: Awareness or willingness to acquire enterprise level understanding for coexistence/migrations

• Delivery: Experience leading POCs, testing new features, and running controlled rollouts/pilots

• Operations Reporting: Comfortable with ITIL processes and delivering operational dashboards/reports (Power BI preferred)

• Stakeholders Vendors: Strong vendor/partner management; excellent communication, documentation, and stakeholder skills

• Analytical: Strong analytical and problem solving capability

• Global Context: Experience in large, multicultural organizations operating across 70+ countries

• Certifications: Microsoft and ITIL certifications are desirable

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.