Manager II, Messaging & Productivity
Kroll · Mexico City
The Manager II, Messaging & Productivity is responsible for the strategy, engineering leadership, service ownership, lifecycle management, and continuous improvement of the firm's enterprise messaging and productivity services.
This role leads a globally distributed team responsible for Microsoft Exchange Online, Microsoft Teams, SharePoint Online, Slack, Power Platform, and related messaging and productivity technologies.
The Manager serves as the accountable service owner for the Messaging & Productivity Platforms portfolio, ensuring these services are secure, reliable, scalable, well governed, and aligned with the needs of the business.
The role also provides technical leadership and delivery oversight for messaging, email, SharePoint, collaboration-data, and tenant migrations associated with mergers, acquisitions, divestitures, consolidations, and other business transitions.
The successful candidate will balance people leadership, technical depth, service ownership, operational excellence, platform strategy, governance, and employee experience.
Day-to-day responsibilities:
Service Ownership & Strategy
Serve as the accountable service owner for Microsoft Exchange Online, Microsoft Teams, SharePoint Online, Slack, Power Platform, and related messaging and productivity services.
Develop and maintain a 12-24 month roadmap for the Messaging & Productivity Platforms portfolio.
Translate business requirements, employee needs, technology trends, platform capabilities, and lifecycle requirements into actionable service priorities.
Establish measurable outcomes across service reliability, performance, adoption, employee experience, operational health, and continuous improvement.
Maintain clear visibility into service risks, technical debt, dependencies, investments, and upcoming platform changes.
Identify opportunities to simplify the technology landscape, improve adoption, automate operations, and improve the digital workplace experience.
Establish clear service standards, ownership models, operating practices, and governance across the portfolio.
Ensure platform roadmaps and priorities align with the broader DWT&S strategy.
Engineering & Platform Leadership
Provide leadership and technical direction for the engineering, configuration, administration, optimization, and lifecycle management of enterprise messaging and productivity platforms.
Ensure appropriate architecture, operational standards, monitoring, documentation, runbooks, change management, and support procedures are established and maintained.
Provide direction to Senior Engineers responsible for Exchange, SharePoint, Teams, Slack, Power Platform, and related capabilities.
Ensure engineering resources maintain clear technical ownership while collaborating effectively across shared Microsoft 365 dependencies.
Oversee platform upgrades, feature releases, configuration changes, integrations, and service improvements.
Ensure significant technical changes are appropriately planned, governed, tested, communicated, documented, and executed.
Drive automation and standardization to improve reliability, scalability, manageability, and operational efficiency.
Ensure recurring incidents and service issues are addressed through root-cause analysis and permanent engineering improvements.
Maintain appropriate operational readiness and escalation processes for critical messaging and productivity services.
Partner with other DWT&S and technology teams to resolve complex dependencies across identity, endpoint, networking, infrastructure, security, and other enterprise services.
Exchange, Messaging & Email Services
Provide leadership and governance for Microsoft Exchange Online and enterprise email services.
Ensure reliable internal and external mail flow, mailbox lifecycle management, email security configuration, and service health.
Ensure appropriate technical controls exist for retention, Litigation Hold, preservation, and Exchange-related Microsoft Purview capabilities.
Partner with Legal, Compliance, Records Management, and Information Security to ensure technical preservation and discovery requirements are implemented appropriately.
Ensure appropriate separation of duties between technical implementation and legal, compliance, or records-management decision-making.
Oversee messaging-related lifecycle, migration, and technical-risk activities.
SharePoint & Content Services
Provide leadership and governance for enterprise SharePoint Online services.
Ensure appropriate standards exist for site ownership, provisioning, permissions, external sharing, lifecycle management, archival, and decommissioning.
Ensure SharePoint technical debt, stale content, abandoned sites, and governance risks are identified and addressed.
Provide oversight for SharePoint migration, consolidation, and remediation initiatives.
Ensure migration activities do not simply transfer unnecessary legacy technical debt into destination environments.
Teams, Slack & Productivity Platforms
Provide leadership and governance for Microsoft Teams, Slack, Power Platform, and related productivity services.
Ensure platform policies, integrations, external access, application controls, and governance standards are appropriate for the enterprise.
Balance employee productivity and innovation with security, governance, supportability, and lifecycle-management requirements.
Ensure new capabilities are introduced deliberately and do not create unnecessary platform sprawl or technical debt.
Guide the development of scalable automation and low-code capabilities where appropriate.
M&A, Divestitures & Enterprise Migrations
Lead the messaging and productivity technology workstream for mergers, acquisitions, divestitures, tenant consolidations, and other organizational transitions.
Develop migration strategies for email, SharePoint, Teams, Slack, collaboration data, and related enterprise workloads.
Provide technical leadership and oversight for tenant-to-tenant migrations, coexistence, domain transitions, mail routing, content migrations, platform consolidation, and separation activities.
Establish migration plans, milestones, dependencies, risks, readiness criteria, cutover strategies, validation requirements, and post-migration stabilization activities.
Ensure migration programs include appropriate discovery, remediation, testing, validation, governance, and technical-risk management.
Coordinate dependencies across Identity & Access Management, Information Security, Infrastructure, Legal, Compliance, Records Management, project teams, and business stakeholders.
Manage external migration partners, specialized vendors, and service providers when required.
Ensure migrations prioritize business continuity and minimize disruption to the employee experience.
People Leadership
Lead, develop, coach, and provide direction to a globally distributed team of messaging and productivity engineering professionals.
Establish clear roles, responsibilities, technical ownership, priorities, goals, and measurable outcomes for the team.
Develop engineering capabilities within the team and identify opportunities for professional growth and succession planning.
Establish expectations that Senior Engineers operate as technical practitioners and subject matter experts within defined capability areas.
Foster a culture focused on engineering quality, root-cause problem solving, automation, service ownership, and continuous improvement.
Ensure routine operational activities are resolved at the appropriate support level rather than unnecessarily consuming senior engineering capacity.
Ensure team priorities align with the broader DWT&S strategy and business objectives.
Service Operations & Continuous Improvement
Maintain visibility into service health, incidents, recurring problems, capacity, technical debt, risks, and employee-experience trends.
Ensure recurring issues are addressed through structured Problem Management and engineering remediation.
Establish clear escalation paths between engineering teams, service desk, second-level support, managed service partners, and technology vendors.
Ensure knowledge, documentation, and support procedures enable routine issues to be resolved at the appropriate support level.
Use service performance and operational data to identify opportunities for improvement.
Maintain appropriate governance for major incidents, service risks, significant changes, and platform lifecycle events.
Governance & Executive Communication
Ensure projects, operational priorities, risks, changes, and commitments are represented through established governance and reporting mechanisms.
Provide concise, executive-ready reporting regarding service health, roadmap progress, major initiatives, risks, incidents, migrations, and investment requirements.
Communicate significant service changes and risks proactively to technology leadership and relevant stakeholders.
Partner across technology organizations to establish clear ownership, dependencies, decision rights, and accountability.
Manage strategic technology vendors, managed service providers, and partners supporting the Messaging & Productivity Platforms portfolio.
Ensure vendor and service-partner performance aligns with established technical, operational, and service expectations.
Essential traits:
7+ years of progressive experience supporting, engineering, or managing enterprise messaging and productivity technologies.
Strong enterprise experience with Microsoft 365, including Exchange Online, Microsoft Teams, and SharePoint Online.
Experience supporting, engineering, or governing Slack or comparable enterprise messaging technologies.
3+ years of experience leading technical teams, enterprise services, or complex technology initiatives.
Demonstrated experience managing technical professionals and establishing clear service and engineering accountability.
Strong understanding of Exchange Online architecture, mail flow, domains, messaging security, retention, and enterprise email services.
Strong understanding of SharePoint Online administration, governance, permissions, lifecycle management, and migration concepts.
Strong understanding of Microsoft Teams governance, external access, federation, application controls, and enterprise service management.
Working knowledge of Microsoft Power Platform governance and enterprise automation capabilities.
Demonstrated experience planning and executing large-scale messaging, email, SharePoint, collaboration-data, or tenant migrations.
Experience supporting M&A, tenant-to-tenant, divestiture, or enterprise-consolidation initiatives.
Working knowledge of Microsoft 365 governance, retention, compliance, information protection, Microsoft Purview, and eDiscovery concepts.
Experience developing technology roadmaps and managing platform lifecycle, risk, and technical debt.
Experience with enterprise change, incident, problem, and service-management practices.
Experience working with geographically distributed teams in complex enterprise environments.
Experience managing vendors, service providers, or external technical partners.
Strong analytical, problem-solving, organizational, and decision-making capabilities.
Strong written and verbal communication skills, with the ability to translate technical issues into clear business risks, recommendations, and decisions for leadership audiences
Experience leading messaging and productivity workstreams across multiple mergers, acquisitions, divestitures, or enterprise separations.
Experience with Microsoft 365 tenant consolidation and tenant-to-tenant migrations.
Experience with Exchange Online, SharePoint Online, Teams, Slack, Power Platform, and enterprise migration technologies.
Experience managing large-scale SharePoint or email migrations.
Experience with Microsoft Purview capabilities including retention, eDiscovery, preservation, information protection, and records-management integrations.
Experience managing third-party migration partners, technology vendors, or managed service providers.
Familiarity with PowerShell, Microsoft Graph, APIs, and automation used to administer Microsoft 365 environments.
Relevant Microsoft 365 or Microsoft technology certifications.
ITIL or comparable service-management knowledge or certification.
About Kroll
Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll.
In order to be considered for a position, you must formally apply via careers.kroll.com
Kroll is committed to equal opportunity and diversity, and recruits people based on merit.