Senior Manager, End User Experience Service Operations Lead

Position Objective:

• The Senior Manager, End User Technology Operation Service lead will be responsible for End-User Technology L2/L3 Operation Services across the organization. This includes Microsoft 365 services, Modern Workplace solutions, workstation patch management and desktop software application operations services.
• The role will provide leadership of managing L2/L3 Operation support services of all Microsoft 365 productivity tools (Exchange, MS Teams, SharePoint, Office 365, OneDrive, Software application supports)
• Operational Resilience: Strengthens IT stability through proactive monitoring, standardization, and automation, reducing incidents and downtime.
• Cost Optimization: Achieves operational efficiency through unified management platforms, lifecycle management, and vendor optimization
• Improved Customer Experience: Elevates the internal user experience, enabling faster issue resolution and empowering employees to focus on business outcomes.
• Agentic AI Supports: Operational Support services, features upgrades of Microsoft 365 Copilot, Copilot AI Agents, and analytics effectively.

Roles and Responsibilities:

Lead the end-to-end operational support for all end user technologies, including Microsoft 365, Windows and Mac endpoint environments, collaboration tools, and enterprise productivity applications.

Service Excellence: Drive service standardization, automation, and process maturity (e.g., ITIL-based continuous improvement) to enhance efficiency and user satisfaction.

Establish clear SLAs, KPIs, and performance metrics to monitor service delivery effectiveness.

Governance and Compliance: Establish strong governance frameworks to ensure compliance, data security, and operational resilience across all end-user technologies.

Oversee operational management, service improvement, and adoption of Microsoft 365 and related Modern Workplace platforms (Exchange Online, Teams, SharePoint, OneDrive, Power Platform, Copilot, etc

Ensure proactive monitoring, automation, and optimization of endpoint management tools and policies

Oversee end-user application portfolio and ensure stable, secure, and efficient operations of business-critical applications.

Vendor and Budget Management: Manage strategic vendor relationships and optimize operational budgets to deliver cost-effective, value-driven services

Preferred Job Requirements:

Education & Certifications:

Bachelor's degree in information technology, Computer Science, or a related field.

Master's degree (e.g., MBA, MSc IT Management) preferred for strategic and leadership roles.

Professional certifications such as: Microsoft Certification, ITIL v4 Foundation / Intermediate

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).

Endpoint lifecycle management (Windows, macOS, mobile).

Unified Endpoint Management (Intune, Autopilot, Configuration Manager, JAMF).

Enterprise application delivery and support.

Strong background in service transition, standardization, and operational governance across multiple support regions.

Demonstrated success 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).