IT Operations Lead

The IT Operations Lead is end-to-end responsible for the support and delivery of the M365 Operations to the Information & Digital Services Operations (IDSO) organisation.

Key Responsibilities:

• Lead the end-to-end operations, support, and service delivery of Microsoft 365 services, ensuring high availability, performance, and compliance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Manage and oversee Microsoft 365 tenant operations, including Messaging Services, Scripting, Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), Email Relay Services, and Enterprise Vault.
• Act as the primary escalation point for service-related incidents, problems, and service degradation between business stakeholders, IT teams, and third-party service providers.
• Drive incident, problem, and change management activities to ensure timely resolution, root cause analysis, and continuous service improvement.
• Provide technical leadership and subject matter expertise on Messaging, Tenant Operations, Microsoft 365 administration, and platform supportability.
• Support solution architecture reviews by providing technical and operational recommendations for system enhancements, integrations, and new projects.
• Lead supportability, transition, and operational readiness activities for new services, enhancements, and projects.
• Monitor Microsoft Message Center and Service Health dashboards, assess service impacts, and coordinate user communications for planned and unplanned service events.
• Collaborate with architecture, delivery, planning, and supplier teams to ensure operational excellence and seamless service delivery.
• Drive automation, DevOps adoption, and Intelligent Operations initiatives to improve efficiency, reduce manual effort, and enhance service reliability.
• Analyze and approve new service integrations, ensuring alignment with technical standards, security requirements, and best practices.
• Ensure compliance with information security policies, IT controls, regulatory requirements, and audit standards across all supported services.
• Support global operations through participation in after-hours support activities, major incident management, and on-call rotations as required.

Requirements:

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field.
• At least 8 years of experience supporting enterprise collaboration platforms, messaging systems, or Microsoft 365 services within large, complex, and geographically distributed organizations.
• Expert-level knowledge of Microsoft 365 Messaging Services, Scripting, and Tenant Operations.
• Hands-on experience managing Exchange Online, Exchange On-Premises, Exchange Online Protection (EOP), and hybrid messaging environments.
• Strong understanding of Microsoft Entra ID (Azure AD), Microsoft 365 license administration, Azure AD Groups, and Microsoft 365 Groups.
• Experience supporting hybrid cloud environments and integrating cloud services with on-premises infrastructure.
• Proven experience in troubleshooting, incident management, problem management, and service restoration activities.
• Strong knowledge of Microsoft Message Center, Service Health monitoring, and end-user service communications.
• Experience with Microsoft 365 Guest Access, third-party integrations, and enterprise collaboration services.
• Demonstrated expertise in IT Service Management (ITSM) processes, service integration, and supplier management.
• Ability to translate technical requirements into business-focused solutions and communicate effectively with both technical and non-technical stakeholders.
• Strong analytical, problem-solving, decision-making, and investigative skills.
• Experience working in global, cross-functional, matrixed organizations and supporting teams across multiple time zones.
• Ability to manage ambiguity, influence stakeholders, and resolve operational conflicts effectively.
• Working knowledge of ITIL, DevOps, and service lifecycle management practices.
• Experience leading operational improvements, automation initiatives, and continuous service optimization programs.
• Willingness to participate in on-call rotations and provide support outside standard business hours.

Benefits:

• Progress as a person while working on the energy transition.
• Continuously grow transferable skills.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues.
• Achieve balance in a values-led culture.
• Flexible working hours and remote/mobile working possibilities.
• Competitive starting salary and annual performance-related salary increase.
• Paid parental leave.
• Opportunity to join a diverse and inclusive organization.