Microsoft 365 Collaboration & AI Services Lead

Role & Responsibilities :

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

- Own collaboration platforms across the enterprise :

a. Microsoft Teams

b. Exchange Online

c. SharePoint Online

d. 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 :

a. User experience

b. Security & compliance

c. Cost efficiency

d. AI Enablement & Rollout

- Drive AI adoption and readiness across collaboration platforms.

- Ensure safe and responsible AI deployment in partnership with :

a. Identity teams

b. Security

c. Legal

d. Data Governance

- Define foundational requirements for AI success :

a. Clean and structured content (content hygiene)

b. Permission models

c. Information architecture

d. Governance alignment

- Lead enablement through :

a. Training programs

b. Adoption strategies

c. Clear usage frameworks

d. Service Health & Operational Excellence

e. Own reliability, performance, and overall service health.

- Define and track :

a. KPIs

b. SLAs

c. User experience metrics

d. Adoption trends

- Work closely with support/ops teams for :

a. Incident management

b. Problem management

c. 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 :

a. Tenants

b. Regions

c. Workloads

- Align configurations with :

a. Enterprise architecture

b. Security policies

c. Zero Trust principles

- Make sure standards are :

a. Documented

b. Easy to consume

c. Enforced via tools/policies

Ideal Candidate:

- Strong Microsoft 365 Collaboration & AI Service Lead profiles

- Mandatory (Experience 1) : Must have 10+years of total experience, with recent 5+years as a Microsoft engineer working on M365 collaboration services in enterprise environments.

- Mandatory (Experience 2) : 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.

- Mandatory (Experience 3) : Must have demonstrated end-to-end service ownership and accountability for collaboration platforms, covering strategy, roadmap, operations, and platform decisions.

- Mandatory (Experience 4) : Must 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.

- Mandatory (Experience 5) : Must have solid IT service management background covering incident, problem, and change management, along with defining and tracking SLAs, KPIs, and operational metrics.

- Mandatory (Experience 6) : 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.

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

- Preferred (Skill 1) : Microsoft certifications (M365, Teams, Security, Modern Workplace)

- Preferred (Skill 2) : Experience supporting global/multi-region environments and familiarity with documentation/delivery tools (Confluence, Jira, or equivalent).