Senior Executive, IT Service Management

Job Summary

Plan, design, implement, govern and monitor Digital Office and Digital Workplace services, platforms and end-user technologies to deliver secure, reliable and effective modern workplace capabilities across the organisation.

Job Responsibilities

1. Manage and monitor enterprise Microsoft Entra ID, Microsoft 365 applications, Exchange Online and related IT infrastructure services to ensure secure, reliable and accessible services for authorised users across locations and devices;
2. Plan, implement, and monitor Microsoft 365 and Digital Signature services, license and usage to ensure adoption and effectiveness;
3. Manage user and email accounts, groups, shared mailboxes and mail-flow rules, and resolve related issues to maintain secure, accurate and uninterrupted access to organisational services;
4. Manage and assign software licenses for users and ensure compliance with the licensing agreements and subscription renewal;
5. Plan, implement and monitor security policies, data governance and information-protection controls to protect organisational information and maintain compliance with applicable legal and regulatory requirements;
6. Oversee the collaboration tools such as Teams, SharePoint, including configuring settings and managing permission;
7. Manage mobile devices and applications, enforcing security policies including personal device policy, configuring device settings and updates;
8. Monitor the overall performance and system health, generating usage reports, and identifying areas for improvement;
9. Provide technical support, resolve user issues, and conduct training and awareness sessions to improve adoption and ensure the smooth operation of Microsoft 365 services; and
10. Plan for the provision of modern computing devices, tools and licenses for users, including the acquisition, deployment, inventory, control and record management.

Qualifications & Work Experience

• Bachelor's Degree in Computer Science, Information Technology, Engineering or another related discipline equivalent from a reputable university;
• No of relevant years of experience: Minimum five years in Microsoft 365 administration, cloud services, end-user computing, IT service management or a related field, including experience coordinating vendors and operational teams;
• Areas of Expertise: Microsoft products such as M365, Exchange, Active Directory, and Cloud Services (laaS/PaaS/SaaS); and
• Professional Qualification: ITIL and Microsoft 365 Administrator Certification. Knowledge of MS Power Apps and Power BI is an added advantage

Technical Competencies

1. Project Management
2. Risk Assessment and Management
3. Business Continuity
4. Governance
5. Performance Management
6. Change Management
7. Problem Management
8. Root Cause Analysis Reporting
9. Report Writing
10. Technical Knowledge of Network, Security and Cloud Service (laaS/PaaS/SaaS)
11. Technical Knowledge of Microsoft 365 product
12. Microsoft Licensing and Agreement
13. End-point and IT Asset Management (ITAM)
14. Data-driven Decision Making

Behavioral Competencies

1. Customer Focus
2. Tech Savvy
3. Proactive
4. Achievement Oriented
5. Communication Skills
6. High Integrity
7. Flexible and Adaptable
8. Innovative
9. Organizational Skills
10. Managing Multiple Priorities
11. Assessing Risks and Impacts of a Situation
12. Conflict Management
13. People Management
14. Strong Leadership

Candidate must be willing to work in Cyberjaya.

Permanent position with 6-months probation period