Microsoft 365 Collaboration & AI Service Lead

Description :

- End-to-End Service Ownership (M365 + AI)

Own collaboration platforms across the enterprise :

- Microsoft Teams

- Exchange Online

- SharePoint Online

- OneDrive

- AI capabilities within the ecosystem

- Define service strategy, roadmap, and operating model.

- Ensure alignment with business priorities and workforce needs.

- Take ownership of platform decisions, prioritization, and changes.

Balance :

- User experience

- Security & compliance

- Cost efficiency

AI Enablement & Rollout :

- Drive AI adoption and readiness across collaboration platforms.

Ensure safe and responsible AI deployment in partnership with :

- Identity teams

- Security

- Legal

- Data Governance

Define foundational requirements for AI success :

- Clean and structured content (content hygiene)

- Permission models

- Information architecture

- Governance alignment

Lead enablement through :

- Training programs

- Adoption strategies

- Clear usage frameworks

Service Health & Operational Excellence :

- Own reliability, performance, and overall service health.

Define and track :

- KPIs

- SLAs

- User experience metrics

- Adoption trends

Work closely with support/ops teams for :

- Incident management

- Problem management

- Change management

- Lead root cause analysis for major issues and ensure fixes stick (preventive + corrective actions).

- Platform Standards & Configuration Governance

- Define configuration standards and guardrails for all collaboration services.

Ensure consistency across :

- Tenants

- Regions

- Workloads

Align configurations with :

- Enterprise architecture

- Security policies

- Zero Trust principles

Make sure standards are :

- Documented

- Easy to consume

- Enforced via tools/policies

Ideal Candidate :

- Strong Microsoft 365 Collaboration & AI Service Lead

- Must have 10+years of total experience, with recent 5+years as a Microsoft engineer working on M365 collaboration services in enterprise environments.

- Must have deep hands-on experience managing Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive, including how these services integrate and depend on each other.

- Must have demonstrated end-to-end service ownership and accountability for collaboration platforms, covering strategy, roadmap, operations, and platform decisions.

- have at least basic understanding of AI and experience enabling or operating AI-powered productivity tools, including data access models, permissions, information architecture, and content hygiene.

- Must have solid IT service management background covering incident, problem, and change management, along with defining and tracking SLAs, KPIs, and operational metrics.

- Must have experience defining configuration standards, governance, and guardrails aligned with enterprise architecture, security policies, and Zero Trust principles, including awareness of compliance, data retention, eDiscovery, and privacy constraints.

- Must have strong stakeholder management and collaboration skills to work across IT, Security, HR, Legal, and business teams as the single point of accountability.