Job Description
Job Title Digital Workplace & Automation Manager
Sector Operations
Division IT
Department Application Management
Section Business Applications & Digital Platforms
Unit Digital Workplace & Automation
Report To Business Applications & Digital Platforms Senior Manager
Direct Reports (If applicable)
Digital Workplace & Automation Expert | Senior
Professional | Professional | Senior Engineer
Main Job Purpose:
The primary objective of this role is to manage and continuously improve Digital Workplace, Collaboration,
Automation, and IT Service Management platforms by delivering reliable, secure, scalable, and user-centric
services that enhance employee productivity and operational effectiveness. The role is accountable for platform
performance, service delivery, stakeholder satisfaction, operational governance, vendor performance, and
continuous improvement initiatives while driving adoption of digital workplace, automation, and AI-enabled
capabilities aligned with business requirements.
Duties & Responsibilities:
1. Manage team performance, workload prioritization, capability development, and operational
delivery to achieve service objectives and business commitments.
2. Manage the lifecycle, roadmap execution, service performance, adoption, and continuous
improvement of Microsoft 365 services to maximize employee productivity and service reliability.
3. Oversee hybrid Microsoft environments and ensure seamless, secure, and resilient integration
between cloud and on-premises services .
4. Own and optimize SharePoint, ECM, document management, and digital signature platforms such
as DocuSign to strengthen collaboration, information governance, and digital approval processes.
5. Own ITSM platforms and related service management capabilities, ensuring availability,
performance, usability, adoption, and continuous improvement .
6. Develop and drive automation initiatives using Power Platform, RPA, and AI technologies to
improve operational efficiency, service quality, and process effectiveness.
7. Identify, assess, prioritize, and govern automation opportunities based on business value,
operational efficiency, customer/employee experience, risk, and implementation feasibility.
8. Drive adoption of Microsoft Copilot, Power Platform, AI technologies, and digital workplace
capabilities to improve productivity, employee experience, and operational efficiency.
9. Monitor service performance, capacity, adoption, customer satisfaction, security compliance, and
operational risks, and implement corrective actions to address performance gaps.
10. Define and track KPIs, SLAs, OLAs, dashboards, and service performance reports for Digital
Workplace, Automation, and ITSM services, and drive corrective actions where performance is
below target .
11. Plan and oversee system upgrades, migrations, patches, releases, testing, deployment, and
technology refresh activities with minimal business disruption .
12. Partner with business stakeholders to understand requirements, build improvement roadmaps,
prioritize demand, and deliver digital workplace and automation solutions aligned with business
objectives .
13. Manage vendor relationships, contracts, licenses, and service commitments while evaluating
performance against agreed SLAs, costs, and business requirements.
14. Manage compliance with IT governance, cybersecurity policies, architecture standards, audit
requirements, licensing requirements, and organizational controls.
15. Drive service continuity, operational readiness, documentation, SOPs, knowledge management,
and support handover for new and changed services.
16. Develop budgets, resource plans, forecasts, and performance reports to support effective
operational planning and resource utilization.
17. Drive continuous improvement, innovation, standardization, and cost optimization across Digital
Workplace, ITSM, collaboration, and automation services.
18. Act as the primary management focal point for Digital Workplace & Automation services, ensuring
effective coordination across business, IT, security, infrastructure, vendors, and other
stakeholders.
Behavioral Competencies:
1. Communication: Communicates priorities, risks, performance, and decisions clearly across
technical and business stakeholders.
2. Collaboration: Builds effective relationships across Business, IT, Security, Vendors, and Leadership
teams.
3. Complex Problem Solving: Resolves operational, technology, and service-management challenges
using structured analysis and informed judgment.
4. Result Orientation: Delivers measurable improvements in service quality, adoption, productivity,
and operational performance.
5. Proactivity: Anticipates service risks, performance issues, and improvement opportunities before
they affect operations.
6. Managing Team: Develops team capability, supports performance, and promotes accountability
Technical Competencies:
1. Digital Workplace Service Management: Management of enterprise collaboration and workplace
services.
2. Microsoft 365 & Hybrid Platform Management: Governance and lifecycle management of
Microsoft platforms.
3. ITSM Platform Management: Management of service-management platforms and processes.
4. Power Platform & Automation Solutions: Delivery and governance of automation initiatives.
5. Vendor & Service Performance Management: Monitoring SLAs, contracts, service quality, and
commercial performance.
6. Service Governance & Operational Excellence: Performance monitoring, risk management,
reporting, and continuous improvement.
Qualifications:
Education
A bachelor’s degree in Computer Science, Information Technology, Software Engineering,
Information Systems, or a related field. A relevant postgraduate qualification or MBA is
considered an advantage.
Experience
• 6–8 years of relevant work experience, including at least +2 years in a leadership,
supervisory, or service ownership role.
• Strong experience managing Digital Workplace, Microsoft 365, SharePoint/ECM, ITSM
Platforms, and Automation Solutions.
• Strong experience with Power Platform, workflow automation, RPA, AI-enabled
productivity, and digital transformation initiatives.
• Experience managing enterprise application/platform operations, service performance,
vendors, SLAs, and technology roadmaps.
• Demonstrated experience leading cross-functional initiatives and engaging senior
business and IT stakeholders.
• Experience in telecom or other large-scale enterprise environments is considered an
advantage.
Certificates
Preferred Technical Certifications:
• Microsoft 365 Administrator / Enterprise Administrator Certification
• Microsoft Certified: Azure Administrator Associate
• Microsoft Power Platform Functional Consultant / Developer
• Microsoft SharePoint Certifications
• ITIL Foundation; ITIL Managing Professional is preferred
• ServiceNow Administrator or BMC Remedy Certification (Preferred)
• Microsoft Copilot or AI-related Certifications (Preferred)
• Project Management or Agile Certification (PMP, PRINCE2, Scrum, or equivalent) is an
advantage
Language Fluency in English (Written & Spoken).
