Key Responsibilities:
- Administer, configure, and manage the full lifecycle of enterprise collaboration platforms, including Microsoft 365, Microsoft Teams, SharePoint, OneDrive, Zoom, and Slack.
- Ensure the reliability, security, regulatory compliance, and policy alignment of collaboration tools in accordance with corporate IT standards.
- Lead and manage a small team providing operational and technical support for collaboration platforms.
- Establish and enforce support standards, service level agreements (SLAs), and escalation and incident‑management procedures.
- Analyse recurring system or user issues and implement long‑term technical solutions, process improvements, or user training initiatives.
- Coordinate with external vendors and internal infrastructure teams on system upgrades, integrations, enhancements, and issue resolution.
- Design, implement, and enforce governance frameworks for Microsoft Teams and SharePoint, including site provisioning, access control, data retention, and content lifecycle management.
- Partner with cybersecurity teams to ensure secure collaboration both internally and with external partners.
- Monitor platform usage patterns, performance, and compliance with organisational policies.
- Identify and implement opportunities to streamline and automate workflows through integrations and digital tools.
- Develop and deliver training programmes, onboarding materials, best‑practice guides, and user documentation.
- Collaborate with business units to drive adoption of collaboration tools, new features, and digital ways of working.
- Lead change‑management initiatives for the introduction of new collaboration technologies or major platform updates.
- Lead pilot programmes and proof‑of‑concept (PoC) initiatives for emerging collaboration technologies.
- Define, track, and analyse key performance indicators (KPIs), including adoption rates, user satisfaction, support metrics, and platform performance.
- Provide regular reports, insights, and strategic recommendations to senior management.
- Stay informed of industry trends, emerging technologies, and best practices, and propose enhancements to the organisation's collaboration ecosystem.
- Perform other duties as assigned by IT management.
Requirements:
- Degree in Information Technology, Computer Science, or a related discipline.
- Solid experience in managing enterprise collaboration platforms (Microsoft 365 ecosystem experience preferred).
- Experience in IT service management, user support operations, or digital workplace environments.
- Strong knowledge of IT governance, security, and compliance principles.
- Proven ability to lead small teams and manage multiple stakeholders.
- Excellent communication, documentation, and presentation skills.
- Experience in change management, training, or user adoption initiatives is an advantage.
