Lead – Microsoft 365 Collaboration & AI Services

Role & Responsibilities

1. 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

2. 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

3. 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).

4. 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 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).