Senior Enterprise Reliability Leadership Role

This is a senior enterprise reliability leadership role operating across globally distributed, business-critical Productivity and Collaboration services. The post holder is accountable for setting technical direction, resolving systemic and ambiguous reliability risks, and influencing prioritisation across multiple platform teams, suppliers and geographies without relying on direct line authority.

The role manages systemic dependencies across identity, security, information governance, network connectivity, endpoint experience, Microsoft 365 services and strategic suppliers, where disruption can affect broad populations across regions and markets.

The role manages a portfolio of interdependent services with material operational, regulatory, cyber, resilience and financial consequences. It shapes investment and supplier decisions and may influence or govern an annual technology and service portfolio of up to approximately GBP 25 million, where applicable to the assigned scope.

Key Responsibilities

• Define and monitor SLOs for the platforms served, and instrument those platforms for observability so reliability is measured rather than assumed.
• Apply AI and automation for anomaly detection, predictive alerting and self-healing, so that recurring conditions are handled without human intervention.
• Lead incident response for the platforms served, and drive root-cause resolution through to permanent prevention rather than closing on restoration.
• Improve resilience through capacity, failover and recovery engineering, and test recovery rather than documenting it.
• Reduce operational toil through automation and reusable tooling, working the identified manual task and toil candidates and evidencing the effort removed.
• Close observability coverage gaps for the platforms served, prioritising by the reliability risk each gap leaves unmeasured.
• Coach platform engineering teams in reliability practice and error-budget discipline, so reliability is built in rather than inspected in.
• Track reliability metrics against SLOs and team OKRs, and act on the trend rather than only reporting it.
• Support reliability oversight of supplier-run services, holding partner-operated components to the same SLOs as internal ones.
• Hold the central reliability standard while deployed in a platform domain, escalating to the Reliability Engineering Senior Director where local pressure would erode it.
• Feed reliability evidence into the platform backlog held by the Product Owner, so that resilience work competes on stated risk rather than on goodwill.
• Hold the boundaries with the Principal Engineers on platform build, the Major Incident Manager on the major incident process, and the Platform Manager on the reliability targets the platform commits to.
• Set the multi-year reliability strategy and engineering roadmap for the Productivity and Colloboration portfolio, translating enterprise risk and business priorities into funded reliability outcomes.
• Own cross-platform reliability governance, including service tiering, SLO policy, error-budget decisions, resilience exceptions and common engineering standards across internal and supplier-operated services.
• Lead resolution of complex, high-impact and systemic failure modes spanning cloud, hosting, network, security, applications and third-party dependencies, with authority to convene senior technical and service leaders.
• Provide evidence-based recommendations for investment, risk acceptance and supplier performance decisions, including prioritisation across a material service portfolio and, where delegated, spend of up to approximately GBP 25 million.
• Represent Reliability Engineering in Director, Senior Director and VP-level governance, communicating service risk, business impact, trade-offs and required decisions in clear executive terms.
• Mentor Principal and Senior Engineers, build communities of practice and raise engineering capability across regions rather than delivering only through individual contribution.

Related Experience Required

• Overall 15 years and 10+ years in infrastructure / reliability engineering supporting enterprise collaboration, messaging, productivity, or workplace technology platforms, including significant experience leading enterprise-scale reliability outcomes across multiple teams or service domains.
• 5+ years managing large-scale Microsoft 365 services in production environments.
• Experience supporting highly available collaboration platforms serving global users.
• Proven experience applying SRE principles to operational reliability and service resilience.
• Experience driving operational improvements through automation and observability.
• Demonstrated accountability for globally distributed, 24x7, business-critical services and for decisions with material operational, regulatory, customer or financial impact.
• Proven ability to influence Directors, Senior Directors and VP-level stakeholders, including presenting options, quantified risk, trade-offs and investment recommendations.
• Experience governing strategic suppliers and complex service ecosystems, with exposure to substantial technology budgets or portfolios; direct budget ownership is desirable but not mandatory where strong investment influence is evidenced.
• Track record of setting technical direction, leading through ambiguity and developing senior engineering capability across organisational and geographic boundaries.

Technical Requirements

• Strong hands-on experience with: Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft 365 Administration, Power Platform, Copilot Services , Collaboration and Meeting Technologies
• Experience using: PowerShell, Microsoft Graph API, Service monitoring tools, Automation frameworks, Telemetry and analytics platforms.

Reliability & Operations

• Demonstrated experience in: SLI/SLO definition and governance, Incident Management, Problem Management, Service Availability Management, Service Health Monitoring, Operational Readiness Reviews, Major Incident Coordination, Continuous Service Improvement (CSI).

Operational Excellence

• Experience with: Knowledge management, Automation-driven toil reduction, Blameless postmortems, Capacity and performance management , Vendor and supplier governance , Operational metrics and reporting.

Skills/Background

• Comfort operating inside a team that is not the reporting line, holding a central standard without formal authority.
• Composure in live incidents, including deciding when to stop investigating and restore.
• Discipline to pursue root cause after service is restored and attention has moved on.
• Ability to coach engineers into reliability practice rather than policing them into it.
• Judgement about which observability gaps matter and which are noise.
• Willingness to automate away the work rather than becoming indispensable to it.