Senior Manager, O365 Operations

Role: Senior Manager, O365 Operations

Location: Kharadi, Pune

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Are you ready to play a key role in safeguarding patient data and in this role, we are looking at highly skilled Senior O365 Operations Manager delivers end-to-end operational leadership for the organization’s Microsoft 365 and enterprise cloud identity platform. This role oversees 24x7 global operations supporting Exchange Online, SharePoint Online, OneDrive, Teams, and Microsoft Entra ID (Azure AD), ensuring high availability, performance, security, and compliance across a worldwide user base. Combining strong people leadership with technical expertise, the O365 Operations Manager acts as senior escalation authority during major incidents, leads structured incident response, coordinates cross-functional teams, communicates with executives, and drives rapid service restoration. 

What will you be doing?

• Operational governance follows ITIL v4 best practices, including Incident, Major Incident, Problem, Change, Release, and Service Request Management. Responsibilities cover CMDB governance, configuration integrity, service mapping, audit readiness, and ensuring service reliability through root cause analysis, trend evaluation, health reporting, and continual improvement.
• This leader defines and manages SLAs and KPIs, partners with Security, Architecture, and Engineering teams to implement platform changes and compliance requirements and ensures smooth transitions to stable operations.
• The role builds and mentors high-performing global teams, fosters accountability, and drives automation and reporting improvements in ITSM platforms. Strong executive communication and data-driven decision-making are essential.
• Lead global 20x5 operations for Microsoft 365 collaboration services.
• Ensure service availability, reliability, and performance for Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID.
• Act as senior escalation authority for high-severity incidents.
• Lead Major Incident Management and stakeholder communications. Drive ITIL v4-aligned governance for Incident, Problem, Change, and Release Management.
• Oversee Change Enablement, risk assessment, and change metrics. Maintain CMDB accuracy, service mapping, and configuration governance.
• Define, monitor, and report SLAs, OLAs, KPIs, MTTR, and service availability. Ensure audit readiness and compliance.
• Lead Service Improvement Plans (SIPs). Partner with Security and Risk teams for identity governance.
• Mentor and develop global operations teams. Provide executive dashboards and operational health reports.

What will you need to be successful?

• Bachelor´s degree in Computer Science or related subject preferred.
• Working from office for 5 days, at Kharadi, Pune in UK shift (12:30 Pm to 9:30 PM IST)
• 15+ years of progressive IT experience in enterprise environments.
• 5+ years leading Microsoft 365/cloud collaboration operations.
• Proven experience managing 24x7 global IT operations. Hands-on expertise in Microsoft 365 administration and hybrid identity environments.
• ITIL v4 certification (Foundation minimum; Managing Professional/Strategic Leader preferred)
• Experience with mature ITSM governance and regulated, audit-driven environments
• Technical & Managerial Skills: Microsoft 365 services administration (Exchange Online, Teams, SharePoint Online, OneDrive)
• Microsoft Entra ID (Azure AD) and hybrid identity synchronization
• Conditional Access, MFA, Service health and telemetry monitoring, Azure Monitor, Microsoft 365 Admin Centre.
• ITIL v4 Service Value System and ITSM platforms (ServiceNow, BMC Helix). SLA/KPI governance, analytics, and reporting.
• Incident command, crisis management, workforce planning, stakeholder engagement. Mentoring, performance management, vendor governance, budget awareness
• Operational Competencies & Preferred Skills: Major Incident Management governance. Structured Problem Management and preventive controls.
• Change Enablement and CAB discipline. CMDB integrity, configuration audits, dependency validation.
• Service Level Management and KPI governance. Continual Improvement aligned to ITIL v4.
• Audit readiness and compliance reporting. Data-driven optimization and operational maturity tracking. 
• Preferred: ITIL v4 Managing Professional/Strategic Leader, Microsoft 365 Enterprise Administrator, Microsoft Purview compliance, Zero Trust models, large-scale tenant experience, advanced ITSM reporting.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.

#YS1