The Associate Manager – Project Delivery will be responsible for leading and governing enterprise platform operations across Microsoft 365, Microsoft Intune, Mobile Device Management (MDM), Microsoft Entra ID, ServiceNow, and endpoint management services. The role is accountable for ensuring operational excellence, service continuity, platform governance, and continuous service improvement while supporting the MOL Group's digital workplace transformation initiatives.
The incumbent will oversee day-to-day service delivery, manage operational support teams, coordinate with technology vendors, engage with business stakeholders, and drive automation and modernization initiatives to enhance platform performance and user experience across global business entities.
Digital Platform Operations
- Lead end-to-end operations of Microsoft 365, Microsoft Intune, Mobile Device Management (MDM), Microsoft Entra ID, ServiceNow, and endpoint management platforms.
- Ensure high availability, operational stability, performance, and compliance of supported services.
- Manage platform administration, governance, and operational processes.
- Monitor service KPIs, operational metrics, and overall service effectiveness.
- Ensure adherence to defined SLAs, operational policies, and support commitments.
Team Leadership & Operational Governance
- Lead and manage Digital Platform Services (DPS) operational teams.
- Define priorities, allocate workloads, and ensure effective resource utilization.
- Coach, mentor, and develop team members to enhance technical and operational capabilities.
- Establish governance frameworks, operational review mechanisms, and performance monitoring processes.
- Foster accountability, collaboration, and operational excellence across the team.
Microsoft 365 & Endpoint Management
- Oversee Microsoft 365 administration and operational support.
- Govern Microsoft Intune and Mobile Device Management (MDM) operations across enterprise devices.
- Manage endpoint configuration, compliance, security policies, and device lifecycle management.
- Support endpoint modernization initiatives and digital workplace transformation programs.
- Ensure a secure, standardized, and seamless end-user experience across enterprise platforms.
ServiceNow Operations
- Manage ServiceNow platform operations, administration, and governance activities.
- Coordinate platform enhancements, user requests, and operational improvements.
- Support ServiceNow process optimization, reporting, and governance initiatives.
- Collaborate with platform owners and stakeholders to execute enhancement roadmaps.
- Ensure efficient delivery and continuous improvement of ServiceNow services.
- Work with ServiceNow App Engine, Flow Designer, Performance Analytics, JavaScript, REST APIs, and platform configurations to support automation and operational excellence.
Vendor & Stakeholder Management
- Coordinate with technology vendors, implementation partners, and support providers.
- Manage stakeholder expectations across global MOL Group business entities.
- Conduct governance meetings, operational reviews, and service performance discussions.
- Serve as the primary escalation point for operational issues and service-related risks.
- Build and maintain strong relationships with internal and external stakeholders.
Service Quality & Continuous Improvement
- Drive service quality improvement initiatives across Digital Platform Services.
- Monitor operational trends and implement preventive and corrective actions.
- Identify opportunities for automation and process optimization.
- Standardize operational procedures, governance practices, and service documentation.
- Promote a culture of continuous service improvement and operational excellence.
Strategic Initiatives & Digital Transformation
- Support enterprise endpoint modernization programs.
- Drive digital workplace transformation initiatives across the organization.
- Contribute to automation, platform enhancement, and operational efficiency projects.
- Support adoption of emerging technologies and future expansion of DPS capabilities.
- Deliver executive-ready dashboards, reports, and operational insights for leadership.
- 8–12 years of overall IT experience.
- Minimum 5 years of experience managing enterprise platform operations.
- Hands-on experience in Microsoft 365 administration and operations.
- Experience with Microsoft Intune and Mobile Device Management (MDM).
- Strong understanding of Microsoft Entra ID and identity governance.
- Experience in ServiceNow administration and IT service management processes.
- Proven experience managing operational support teams and enterprise stakeholders.
- Experience in vendor management, service governance, and operational leadership.
- Strong project coordination and service delivery management capabilities.
- Microsoft 365 Administration
- Mobile Device Management (MDM)
- Microsoft Entra ID (Azure AD)
- Endpoint Security & Compliance
- ServiceNow Operations & Governance
- Automation & Digital Workplace Technologies
- Service Management & Operational Governance
- Reporting & Dashboard Management
- As per the industry Standard.
