M365 Operations Support Manager (VP)

On behalf of a leading financial services organisation, I am seeking an experienced M365 Operations Support Manager. You will be responsible for running the M365 Operations team, providing 2nd and 3rd line operational support for the global Microsoft 365 (M365) Collaboration Tool set and Infrastructure in the company's 24x7 hosted and cloud environments.

You will be required to run the team and take ownership of problems through to resolution over a wide variety of systems and technologies. You will also be required as a team to expand the current use of existing technologies and advise and implement new ones that are available. The role requires SME level experience for supporting multiple resilient solutions in an enterprise M365 Platform and a proven track record in managing and running a similar team.

Responsibilities:

• Responsible for the M365 Collaboration Toolset: Microsoft SharePoint Online, Application Workflows (using PowerApps & Power Automate), Microsoft Teams, Teams Premium, Microsoft OneDrive, Exchange Online, Other M365 tool set applications e.g. PowerBi, Microsoft Co-pilot, Microsoft Purview – eDiscovery, DLP, Information protection, Compliance, Audit etc., Microsoft Entra ID, Microsoft Defender, Windows Autopilot, Microsoft Intune.
• Maintain and provide SME level infrastructure support for the internal and external Microsoft M365 solutions.
• Troubleshooting live issues as and when they happen.
• Ability to advise and expand the current M365 toolset further into the organisation.
• Responsible for governance and configuration management of the M365 environment.
• Reviewing and managing the daily/weekly Microsoft update bulletins for the M365 service.
• Responsible for the record retention policies across the environment for all M365 applications.
• General Housekeeping & Administration of the M365 environment for all applications.
• Responsible for maintaining and updating all required Key Controls and audit requirements across the environment.
• Business As Usual Support across all applications.
• Driving change and recommending improvements across the estate.
• Ensure that the BAU service is prioritised, all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLAs and reporting metrics in place.
• Provide problem resolution of systems for local and remote users.
• Participate in the Infrastructure Support team in scheduled Disaster Recovery testing activities and provide SME level support for M365 applications where required.
• Create, maintain, and review operational process and support documentation.
• Perform daily/weekly/quarterly system checks. Ensure any issues identified are tracked and addressed.
• Participate in the on-call rota and planned weekend work as required.

Experience / Skills required:

• Proven career working, managing, and supporting an Enterprise-Wide Microsoft 365 environment. Also managing a team to support and deliver globally.
• Experience of the above will preferably come within a financial services environment.
• Good presentation skills.
• Good technical background.
• Ability to react quickly to fast moving situations.
• Understanding of ITIL processes and their use within a financial services organization.
• Have excellent time management and organizational skills.
• Self-motivated to exceed management expectations and objectives.