Microsoft M365 Senior Technology Manager

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for building and leading a team to deliver technology products and services that meet business outcomes. Key responsibilities include developing a technology strategy, ensuring technology solutions comply with applicable standards, promoting design, engineering, and organizational practices, and advocating and advancing modern, Agile solution delivery practices. Job expectations may include coaching, mentoring, providing feedback and hands on career development, identifying emerging talent, fostering leadership skills, and managing stakeholders.

Technology Executive role over Microsoft 365 Operations, Collaboration, Voice and Video is a technology leader accountable for the strategic direction, operational excellence, reliability, security, and user experience of the enterprise Microsoft 365 ecosystem. This role oversees an organization of 200+ resources supporting the platforms and services that enable modern work across the organization, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft 365 Apps, Power Platforms, Teams Phone, meetings, webinars, town halls, Teams Rooms, and related collaboration technologies.

• This role ensures Microsoft 365 services are secure, resilient, cost-effective, well-governed, and aligned to business outcomes.
• The position requires deep operational leadership across collaboration, messaging, identity dependencies, telephony, audio/video services, service management, compliance enablement, vendor governance, platform adoption, and continuous improvement. 
• This role typically interacts with the EET head of Product Infrastructure and Engineering and the head of APSE EET Operations. 
• The position leads enterprise Microsoft 365 operations and partners closely with technology, risk, compliance, finance, HR, legal, facilities, and business leadership teams.

Responsibilities:

• Builds and manages teams by performing financial activities to inform workforce strategy and hiring practices, setting and tracking maturity and quality objectives, and training employees/teams to address feedback and achieve quality and performance objectives
• Facilitates performance and career development of employees/teams through performance reviews, coaching, and creating development plans that are needed to build competencies and skills
• Manages solution delivery and application performance in production (app health, resiliency, performance, security, enterprise data management standards, audit exams and reviews), ensuring all relevant risk, financial, and compliance policies are met
• Manages relationships with business and technology partners and leads and creates followership in Communities of Practice in the organization
• Contributes to the technology strategy for their technical domain
• Creates an inclusive and healthy working environment and helps to resolve organizational impediments/blockers
• Ensures that execution is aligned with product strategy by working with product management and other stakeholders

Managerial Responsibilities:

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Enterprise Microsoft 365 Operational Leadership

• Own end-to-end operational management of the Microsoft 365 platform, including service reliability, incident management, change governance, lifecycle management, performance monitoring, and executive reporting.
• Establish the operating model, service standards, runbooks, escalation paths, and governance framework for Microsoft 365 services across the enterprise.
• Drive operational excellence through automation, proactive monitoring, root-cause analysis, capacity management, and continuous service improvement.
• Partner with infrastructure, network, identity, security, compliance, endpoint, legal, and business technology teams to ensure integrated service delivery.

Collaboration, Messaging and Productivity Services

• Lead enterprise operations for Exchange Online, Outlook, calendaring, Microsoft Teams collaboration, SharePoint Online, OneDrive, Microsoft 365 Apps, Power Platforms and related productivity workloads.
• Manage operational roadmap alignment for new Microsoft 365 capabilities, including readiness planning, risk assessment, pilot execution, deployment, and sustainment.

Voice, Video and Meetings Operations

• Oversee Teams meetings, webinars, town halls, audio conferencing, Teams Rooms, room systems, certified devices, and executive meeting experiences.
• Establish quality management practices for voice and video services, including call quality analytics, network readiness, device standards, service health monitoring, and executive support models.
• Coordinate with telecom carriers such as Cisco, managed service providers, network teams, facilities, AV teams, and security partners to ensure reliable end-to-end communications services.
• Lead technical bridge calls and meetings for high-visibility executive events, including All Hands, Investor Days, and Quarterly Earnings.
• Oversee internal teams and vendor partners supporting high-touch users for Trader Voice.

Security, Compliance and Risk Management

• Ensure Microsoft 365 operations align with enterprise security, privacy, records management, compliance, legal hold, eDiscovery, data loss prevention, and information protection requirements.
• Partner with cyber security and identity teams to manage administrative controls, privileged access, conditional access dependencies and secure configuration baselines.
• Own operational risk management for collaboration and communications platforms, including service resilience, business continuity, third-party dependencies, and regulatory obligations.

• Develop talent strategy, succession planning, technical capability uplift, and a high-accountability operating culture focused on customer experience and operational discipline.
• Represent Microsoft 365 Operations in executive forums, audit reviews, major incident reviews, transformation programs, and enterprise technology planning.

Required Qualifications:

• 10+ years of progressive technology leadership experience, including senior ownership of Microsoft 365, unified communications, collaboration, messaging, or enterprise productivity platforms.
• Demonstrated experience leading large-scale operations for Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Microsoft 365 Apps, Teams Phone, Power Platforms, meeting rooms, and enterprise voice/video services.
• Strong understanding of IT service management, incident/problem/change management, operational risk, resiliency, monitoring, automation, and executive-level service reporting.
• Experience managing telecom operations, PSTN connectivity models, carrier relationships, voice routing, emergency calling requirements, and collaboration device ecosystems.
• Proven ability to lead cross-functional teams and influence senior stakeholders across security, compliance, legal, network, endpoint, identity, procurement, facilities, AV, and business groups.
• Excellent executive communication skills with the ability to translate technical complexity into business impact, risk, investment needs, and operational priorities.

Desired Qualifications:

• Experience operating Microsoft 365 in a highly regulated enterprise environment.
• Experience with Microsoft Teams Admin Center, Microsoft 365 Admin Center, Microsoft Entra ID, PowerShell, Call Quality Dashboard, Teams Rooms Pro Management, compliance portals, and service health tooling.
• Familiarity with Microsoft 365 E5 capabilities, information protection, retention, eDiscovery, Defender, Purview, Copilot readiness, and secure collaboration controls.
• Experience leading modernization from legacy PBX, on-premises Exchange, traditional file shares, or fragmented collaboration platforms to Microsoft 365 cloud services.
• Relevant certifications such as Microsoft 365 Certified: Administrator Expert, Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate, ITIL, or equivalent industry credentials.

Skills:

• Influence
• Risk Management
• Solution Design
• Stakeholder Management
• Technical Strategy Development
• Analytical Thinking
• Application Development
• Collaboration
• Result Orientation
• Solution Delivery Process
• Agile Practices
• Architecture
• Automation
• Data Management
• DevOps Practices

Skills:

• Influence
• Risk Management
• Solution Design
• Stakeholder Management
• Technical Strategy Development
• Analytical Thinking
• Application Development
• Collaboration
• Result Orientation
• Solution Delivery Process
• Agile Practices
• Architecture
• Automation
• Data Management
• DevOps Practices

Shift:

1st shift (United States of America)

Hours Per Week: 

40