Global IT Infrastructure Workplace Technical Service Manager

Job description

At Avolta (SIX: AVOL), our people are at the driving force behind our success. With a team of over 76,000 individuals representing more than 150 nationalities, we are a truly global company driven by passion, innovation, and excellence. Born from the combination of Dufry and Autogrill, Avolta is redefining the travel experience through the dedication and expertise of our diverse workforce. Across 73 countries and 1,000 locations, our teams bring energy, creativity, and commitment to delivering world-class travel retail and food & beverage experiences. We operate across multiple channels - including airports, motorways, cruise ships, ports, railways, and more - offering endless opportunities for collaboration and growth. Our people are empowered to make an impact, supported by a culture that values teamwork, development, and innovation. Sustainability and social responsibility are embedded in our strategy, ensuring we grow in a way that benefits both our employees and the communities we serve. Are you looking for a dynamic, international career where your contributions truly matter? Join Avolta and be part of a team that’s shaping the future of travel - together. PURPOSE OF THE ROLE The Workplace Technical Service Manager (M365 & Collaboration) is part of Avolta’s Global Workplace team—one of five service towers (Endpoints, AD & IAM, M365 & Collaboration, AVD, Employee Productivity)—within the broader Global IT Infrastructure organization (Platforms & Networks). This role owns the global strategy, roadmap, governance, and service evolution for Avolta’s M365 and Collaboration ecosystem (Teams, SharePoint, OneDrive, Exchange Online, Viva, Planner, Power Platform), ensuring these platforms deliver measurable business value and align with Workplace and Group IT objectives. While M365 is the core stack today, the role must anticipate future coexistence and integrations with Google Workspace driven by M&A, preparing for a multi‑platform collaboration landscape. This is a global service ownership role (not local end‑user support), delivered in close partnership with vendors, internal towers, and business stakeholders across 70+ countries. RESPONSIBILITIES Service Ownership & Strategy Own end‑to‑end M365 collaboration workloads (Teams, SharePoint, OneDrive, Exchange Online, Viva, Planner, Power Platform) Define and maintain a clear service strategy, technical blueprint, and multi‑year roadmap aligned to the Global Workplace strategy and M365 evergreen model Prepare for and guide coexistence/integration scenarios with Google Workspace Roadmap Execution & Change Delivery Continuously evaluate new Microsoft capabilities (incl. AI) and collaboration tools; assess their business impact Lead POCs, controlled feature rollouts, staged deployments, and pilots Own the Change & Project pipeline for M365 & Collaboration; ensure enhancements and new services are tested, documented, and deployed in a controlled manner Drive continuous improvement, simplification, and automation; advocate user‑centric design and strong adoption practices Service Governance & Operations Ensure robust operational governance with suppliers, internal teams, and partners Oversee global service operations (performance, incidents, problems, changes, compliance, capacity). Ensure ITIL compliance (incident, problem, change, capacity, continual improvement) Lead lifecycle processes (evaluation, rollout, standardization, maintenance, retirement) Provide weekly/monthly service performance reporting and lead the service in DSR/operational forums Vendor, Partner & Stakeholder Management Act as primary owner of relationships with M365‑related vendors/partners; manage SLAs, value delivery, escalations, and performance Ensure partners contribute to strategic evolution, not only technical operations Represent the service in cross‑tower forums and with business stakeholders across 70+ countries Act as the single point of contact for technical and vendor engagements Financials & Value Realization Manage the service budget and drive cost efficiency Maximize business value realization through collaboration technologies and strong adoption Technical Leadership Provide expert guidance on M365 architecture, governance, security, licensing, and integrations; collaborate with Endpoints, AD/IAM, AVD, and Employee Productivity towers Support migrations (e.g., email, SharePoint, apps) and identity‑related components Anticipate needs around Google Workspace capabilities to support future coexistence or migration WHAT WE ARE LOOKING FOR Experience: 10+ years in end‑user and collaboration technologies (strong Microsoft background preferred) M365 Expertise: Proven knowledge of administration, security, governance, and licensing across core workloads Evergreen Workplace: Experience designing and operating evergreen workplace environments Identity & Device: Familiarity with Azure AD/Entra ID, Intune/SCCM, and common integration patterns Google Workspace: Awareness or willingness to acquire enterprise‑level understanding for coexistence/migrations Delivery: Experience leading POCs, testing new features, and running controlled rollouts/pilots Operations & Reporting: Comfortable with ITIL processes and delivering operational dashboards/reports (Power BI preferred) Stakeholders & Vendors: Strong vendor/partner management; excellent communication, documentation, and stakeholder skills Analytical: Strong analytical and problem‑solving capability Global Context: Experience in large, multicultural organizations operating across 70+ countries Certifications: Microsoft and ITIL certifications are desirable Due to certain email system settings, some of our messages may occasionally land in your junk or spam folder. To ensure you don’t miss any important updates regarding your application, please check these folders regularly and mark our emails as ‘Not Spam’ if needed. We look forward to connecting with you soon!