MICROSOFT 365 SERVICES MANAGER

As a Microsoft 365 Manager, you will have the ability to directly impact successful business adoption of End User Service Technologies. Responsible for envisioning and developing the technical solutions that meets Company End User Computing needs, advising on business transformation with the aim of aligning people, processes, and technology while fostering a relationship with our business partners as a trusted advisor. You will work in close collaboration with M365 Product & Service Management team and IT operations. You will provide technical thought leadership for EUS emerging products for the business. You are also required to ensure Service Support and Service Delivery processes are in place to meet business needs based on agreed Service Levels. This position is a stakeholder-facing role and requires that you establish and manage expectations within the business and drive the IT teams to achieve those expectations to a high standard. ROLES AND RESPONSIBILITIES: • Establish and maintain a globally deployed, supported and flexible Microsoft 365 infrastructure that includes Office 365, Enterprise Mobility & Security, Dynamic 365 & Power Platform and Azure Active Directory. • Provides subject matter expertise in the specification of AIA’s business requirements, performance levels and the scoping of Microsoft 365/Dynamic 365 & Power Platform /Azure Active Directory relates initiatives, changes and service requests, ensuring traceability back to desire business outcomes. • Supported and implemented projects for end users in on-premise Exchange & Hybrid environment with O365, and services migrating to O365. • Coordinate with Service Desk and L2/L3 support teams around the globe for issue resolution. • Understand and apply knowledge of Company environment in order to deliver solutions that meet the needs of the business. • Acts as the focal point of contact for incidents, problems and changes to the Microsoft 365/Dynamic 365 & Power Platform and Azure Active directory services. • Works with Functional Lead to develop, design, implement and maintain Microsoft 365 services strategies, policies, business plans, innovations roadmap, processes, frameworks and standards that are fit for purpose considering the interests of the AIA Business Units. • Create and maintain detailed documentation of Microsoft 365 infrastructure, processes and procedures. • Work with Business Units, IT Development, and IT Infrastructure team members to ensure overall performance meets/exceeds service level objectives • Orchestrate and work with key vendors. • Conduct performance assessments in accordance with Company process. • Actively seek improvements to the team’s process. • Actively participate in operational ITIL processes i.e. Incident, Change Management (CAB), Release Management, Problem Management, and Availability Management. • Enhance communication with country IT and develop a strong M365/Dynamic 365 & Power Platform/Azure AD working community Minimum Job requirements: • Must always have ability to work in a fast pace environment demonstrating autonomy in conforming to strategic intent while adhering to team values. • A total of 12+ years of relevant IT experience (End user service management, monitoring, security, performance, capacity, availability) • 9+ years End User Service Engineering SME experience within an IT service provider or internal IT organization • Deep knowledge in M365 platform setup in relationship to office 365, Azure Active Directory, dynamic 365 and Power platform • 9+ years experiencing in deploying and managing SaaS based end-user services such as O365, MDM. • 8+ years’ experience in Azure Identity and Access Management • Minimum 5-6 Years’ experience in Dynamic365 /Power platform service Management • Experience producing business relevant presentations and technical oriented writing is mandatory. • Excellent communications and interpersonal and presentation skills. • Demonstrated project leadership experience. • Solution driven able to react quickly and resolve issues so that the workflow can continues. • University graduate in IT or related discipline.