Global IT Digital Workplace Specialist
Lucy Group · Hālol
Job Purpose:
To support the operational management, administration, and continuous improvement of the Microsoft 365 technology stack and end-user technologies. This role ensures a seamless, secure, and productive digital workplace experience by managing day-to-day services, supporting deployments, and resolving issues. The role contributes to the organisation’s digital transformation strategy by enabling user productivity, collaboration, and technology adoption.
Job Context:
The Global IT Digital Workplace Specialist reports to the Global IT Digital Workplace Team Leader and works closely with the Digital Workplace Architect and support teams. Operating within the global IT function, the role focuses on the Microsoft 365 services and end-user technologies, supporting a diverse and geographically distributed user base. The role is instrumental in ensuring the effective delivery and support of digital workplace services aligned with business needs.
Job Dimensions:
- Daily operational support and administration of Microsoft 365
- End-user technology deployment and lifecycle management
- Collaboration with global IT teams and business stakeholders
- Influence on user experience, adoption, and satisfaction
- Support for compliance, governance, and security policies
Job Accountabilities:
- Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Viva, and Yammer.
- Manage Teams Telephony and Meeting Room technologies, including Direct Routing, devices, and user policies.
- Provide day-to-day support for end-user technologies, including imaging, provisioning, deployment, and decommissioning of devices.
- Collaborate with the Digital Workplace Architect and support teams to resolve complex M365-related issues.
- Monitor service performance using tools such as Microsoft Experience Insights and Endpoint Analytics.
- Support user onboarding, training, and adoption initiatives to enhance digital maturity across the business.
- Implement and maintain governance policies for M365 services, including naming conventions, group lifecycle, and data classification.
- Enable automation and integration using Power Platform tools such as Power Automate, Power Apps, and Power BI.
- Support compliance and records management in collaboration with Legal and Information Governance teams.
- Track and manage M365 roadmap changes and feature rollouts, ensuring readiness and communication.
- Utilise M365 Admin Center and related tools to monitor usage, performance, and user satisfaction.
- Promote user-centric service design by gathering feedback and continuously improving digital workplace tools.
Behavioral Competencies:
Communicates Effectively- Tailors communication to technical and non-technical audiences, supporting adoption and training.
Customer Focus- Prioritises user experience and satisfaction through proactive support and service design.
Action Oriented- Takes initiative to resolve issues, improve services, and support digital maturity.
Nimble Learning- Adapts quickly to new technologies, features, and evolving business needs.
Instils Trust- Builds credibility through consistent delivery, transparency, and collaboration.
Minimum Skills, Qualifications and Experience:
- Experience in an IT End-User Service or Desktop Services role across dispersed geographic locations (3yrs +)
- ITIL v4 Foundation certification
- Microsoft 365 Expertise, proficient in Exchange Online, Teams, SharePoint, OneDrive, Viva, and Yammer.
- Teams Telephony & Meeting Rooms, familiarity with Direct Routing, device management, policies, and user experience optimisation.
- Endpoint Management Skills (e.g. Intune, SCCM, Group Policy, and configuration baselines for Windows, macOS, iOS, and Android)
- Device Lifecycle Management experience with imaging, provisioning (Autopilot), deployment, and decommissioning of user devices.
- Basic knowledge of Power Automate, Power Apps, Power BI, and Power Virtual Agents for automation and integration.
- Understanding of M365 governance policies, naming conventions, data classification, retention, and DLP.
- Familiarity with Microsoft licensing structures (E1, E3, E5) and their practical applications.
- Basic understanding of modern authentication, identity, and access management solutions.
- Ability to use Microsoft Experience Insights, Endpoint Analytics, and M365 Admin Centre for performance tracking.
- Awareness of workplace security controls including MFA, endpoint protection, and data loss prevention.
- Project coordination and delivery experience.
- Experienced in BYOD and MDM deployment and support.
- Working knowledge of Information Security, Cyber Security, and Risk Management fundamentals
Desirable Skills, Qualifications, and Experience:
Degree in an IT related subject
Formal Project Management certification (e.g. PRINCE2; Agile)
Professional certifications such as Microsoft 365 Certified: Enterprise Administrator Expert.
IT Service Design and Transition Experience
Copilot/AI tooling (Oversee roll-out, governance, and adoption of AI features within M365)
Knowledge of Device lifecycle management (Imaging, provisioning (Autopilot), deployment, decommissioning)
M365 Governance & Life-cycle Management (Policies for Teams/SharePoint sites, naming conventions, group expiry, data classification).