Position Objective:
The position is lead engineering, governance and operation role of Microsoft 365 products Exchange, MS Teams, SharePoint, Office 365, OneDrive, M365 Copilot, M365 Agentic AI, Copilot Studio and Power Platforms across AIA's 19 markets. He / She will be responsible for defining the target state as well as building and supporting the associated tools with a focus on enhancing end user experience and global adoption.
Roles and Responsibilities:
- Lead M365 AIA Group IT Ops platforms team members working on M365 productivity & collaboration tools, Power Platforms, Agentic AI and Copilots.
- Work with functional lead from Group Architecture, Network, and any other relevant functions to develop, design, implement and maintain O365 strategies, policies, innovation roadmaps, and process that are aligned within AIA business needs.
- Drive and execute key activities to ensure adherence to standard governance and the established operating model for M355 platform and services, automation to enhance efficiency and user satisfaction.
- Oversee operational management, service improvement, and adoption of Microsoft 365 and related Modern Workplace platforms (Exchange Online, Teams, SharePoint, OneDrive, Power Platform, Copilot and Agentic AI
- Ensure proactive monitoring of M365 product features updates, changes in the platform and policies
- Establish clear SLAs, KPIs, and performance metrics to monitor service delivery effectiveness
- Manage day-to-day operations and ensure compliance with security, governance, and organizational standards.
- Provide clear role definitions, set performance objectives, and conduct regular check-ins.
- Coach and mentor team members to enhance technical and soft skills
Job Requirements:
Education & Certifications:
- Bachelor's degree in information technology, Computer Science, or a related field.
- Microsoft Certifications if any
Experience:
- 15+ years of progressive IT experience, with at least 5 years in a senior leadership or service ownership role managing end user technologies or modern workplace environments in a large enterprise.
- Proven experience leading global or regional end user technology operations, covering: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Power Platform, Copilot).
- Advanced knowledge on Microsoft suite, Intune, Azure AD and Entra-ID
- Strong background in service transition, standardization, and operational governance across multiple support regions.
- Demonstrated proven track records in managing vendor relationships, contracts, and SLA performance.
- Experience driving automation, self-service, and AI-enabled support capabilities within end-user technology operations.
- Hands-on experience in leading technology transformations or migrations (e.g., tenant-to-tenant M365 migration, OS upgrade programs, UEM modernization, service transitions).
- Effective verbal and written communication across all levels within an organization.
