Senior Manager, End User Experience (M365)

AIA Hong Kong; Kuala Lumpur; On-site; MYR 200,000 - 300,000; Full time

Job summary

A leading health insurance firm in Kuala Lumpur is seeking a senior leader for Microsoft 365 operations. The role involves managing a team and ensuring efficient use of tools like Exchange Online and SharePoint across 19 markets. Candidates should have 15 years of IT experience with a strong background in service ownership and operational governance. This position offers opportunities to drive innovation and enhance user experience in a collaborative environment.

Qualifications

• Minimum 15 years of IT experience, including 5 years in a leadership role.
• Experience managing Microsoft 365 and related technologies.
• Strong communication skills across organization levels.

Responsibilities

• Lead M365 platforms team for productivity and collaboration tools.
• Develop O365 strategies and policies aligned with business needs.
• Enhance efficiency and user satisfaction through automation.

Skills

Leadership

Service ownership

IT operations management

Vendor management

Automation

Education

Bachelor’s degree in information technology or related field

Tools

Microsoft 365

Microsoft Intune

Azure AD

Job description

Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

The position is lead engineering, governance and operation role of Microsoft 365 products Exchange, MS Teams, SharePoint, Office 365, OneDrive, M365 Copilot, M365 Agentic AI, Copilot Studio and Power Platforms across AIA’s 19 markets. He / She will be responsible for defining the target state as well as building and supporting the associated tools with a focus on enhancing end user experience and global adoption.

Roles and Responsibilities:

• Lead M365 AIA Group IT Ops platforms team members working on M365 productivity & collaboration tools, Power Platforms, Agentic AI and Copilots.
• Work with functional lead from Group Architecture, Network, and any other relevant functions to develop, design, implement and maintain O365 strategies, policies, innovation roadmaps, and process that are aligned within AIA business needs.
• Drive and execute key activities to ensure adherence to standard governance and the established operating model for M355 platform and services, automation to enhance efficiency and user satisfaction.
• Oversee operational management, service improvement, and adoption of Microsoft 365 and related Modern Workplace platforms (Exchange Online, Teams, SharePoint, OneDrive, Power Platform, Copilot and Agentic AI).
• Ensure proactive monitoring of M365 product features updates, changes in the platform and policies.
• Establish clear SLAs, KPIs, and performance metrics to monitor service delivery effectiveness.
• Manage day-to-day operations and ensure compliance with security, governance, and organizational standards.
• Provide clear role definitions, set performance objectives, and conduct regular check‑ins.
• Coach and mentor team members to enhance technical and soft skills.

Minimum Job Requirements:

Education & Certifications

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Microsoft Certifications if any.

Experience

• 15+ years of progressive IT experience, with at least 5 years in a senior leadership or service ownership role managing end user technologies or modern workplace environments in a large enterprise.
• Proven experience leading global or regional end user technology operations, covering: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Power Platform, Copilot).
• Advanced knowledge of Microsoft suite, Intune, Azure AD and Entra-ID.
• Strong background in service transition, standardization, and operational governance across multiple support regions.
• Demonstrated proven track records in managing vendor relationships, contracts, and SLA performance.
• Experience driving automation, self-service, and AI‑enabled support capabilities within end‑user technology operations.
• Hands‑on experience in leading technology transformations or migrations (e.g., tenant‑to‑tenant M365 migration, OS upgrade programs, UEM modernization, service transitions).
• Effective verbal and written communication across all levels within an organization.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.