Head of O365 services

Job Description Job Purpose: The Head of O365 Services is responsible for the architecture, delivery, security, and operational excellence of the company’s Microsoft 365 ecosystem. This role provides both strategic direction and hands‑on technical expertise across O365, Exchange Online, SharePoint Online, Teams & telephony, Intune, Microsoft Defender, Purview, and Entra ID. The position ensures reliable and secure end‑user services globally while leading a team that manages day‑to‑day tickets, escalations, service requests, and operational activities. Duties: - Lead end‑to‑end design, administration, and optimization of Microsoft 365 services including Exchange Online, SharePoint Online, Teams, OneDrive, and Power Platform. - Manage and enhance identity and access management using Entra ID, enforcing conditional access, MFA, lifecycle workflows, and privileged identity management. - Oversee mobile device and application management through Intune including Windows, iOS, Android, and compliance policies. - Manage Microsoft Defender XDR and Purview compliance, ensuring alignment with corporate security policies, data governance, DLP, retention, and insider‑risk requirements. - Own Teams telephony, call flows, PSTN integration, SBC management, and vendor relationships supporting enterprise voice. - Provide hands‑on troubleshooting for complex escalations related to O365 services, authentication, mail flow, collaboration tools, and security alerts. - Ensure O365 service health, monitoring, reporting, ticket resolution, and adherence to SLAs. - Define standards, operational runbooks, governance models, and best practices for Microsoft 365 service delivery. - Guide and mentor the O365 operations team, ensuring skill development, knowledge growth, and high‑quality support. - Coordinate with Cybersecurity, Network, Cloud, Application Support, and PMO teams to ensure integrated and secure service delivery. - Manage license optimization, cost analysis, service configurations, and tenant‑level settings. - Ensure compliance with internal IT policies, regulatory frameworks, and audit requirements. - Contribute to Microsoft 365 roadmap planning, modernization efforts, and new feature deployment.