Manager, IT

Work Schedule

Environmental Conditions

Job Description

Summary:

We are seeking Manager of Global Messaging Services to the enterprise Messaging team responsible for the strategy, operations, and continuous improvement of Thermo Fisher’s global messaging platforms. This role oversees email, mail flow, email security, Outlook (Tier 3 support), MS Teams and Microsoft 365 messaging services across a large hybrid environment.

The Manager ensures operational excellence, service reliability, security compliance, and platform modernization while leading internal initiatives and supporting M&A integrations. This role partners closely with Cybersecurity, Infrastructure, Networking, End User Services, and Global IT leadership to drive scalable and secure messaging solutions across the enterprise.

Key Responsibilities

Team Leadership & Operational Oversight

• Lead and manage the Global Messaging team operations supporting Exchange Online, on-premise Exchange, Microsoft Teams (messaging components), mail flow, email security, and Outlook Tier 3 support.
• Provide direction, mentoring, workload prioritization, and performance management for messaging engineers.
• Oversee operational support model, including escalation management and major incident response.
• Ensure service availability, reliability, and adherence to SLAs/OLAs.
• Drive operational maturity through metrics, reporting, and continuous service improvement initiatives.

Messaging Platform

• Manage the global email ecosystem, including:
  • Exchange Online and hybrid Exchange environments
  • Mail routing and transport architecture
  • Email hygiene and security platforms
  • Outlook enterprise client support (Tier 3)
• Govern change management, patching strategies, lifecycle planning, and platform roadmap development.
• Ensure compliance with corporate security, data retention, eDiscovery, and regulatory requirements.
• Partner with Cybersecurity teams on threat mitigation, phishing protection, and secure mail flow enhancements.

Platform Improvement, Innovation & Governance

• Identify opportunities for automation, standardization, and modernization across messaging services.
• Manage strategic initiatives to optimize performance, reduce operational risk, and enhance end-user experience.
• Drive adoption of new Microsoft 365 messaging capabilities and evaluate third-party integrations.
• Develop and maintain documentation, standards, and architectural guidelines.
• Serve as the escalation point for complex messaging issues and executive-level concerns.
• Collaborate with Infrastructure, Networking, Security, Compliance, and Service Desk teams to deliver integrated solutions.
• Provide regular updates to IT leadership on service health, risks, and strategic initiatives.
• Manage vendor relationships and ensure alignment with contractual and performance expectations.

M&A and Integration

• Manage messaging due diligence and technical assessments during mergers and acquisitions.
• Develop and execute integration strategies for acquired entities, including tenant migrations, mail routing consolidation, security alignment, and user onboarding.
• Coordinate cross-functional efforts to ensure seamless email continuity during transitions.

Preferred Background & Qualifications

• 10+ years of progressive experience in enterprise Messaging and Microsoft 365 environments, with demonstrated leadership experience.
• Strong expertise in Exchange Online, hybrid Exchange environments, mail flow architecture, and enterprise email security solutions.
• Experience leading global technical teams in large, complex organizations.
• Proven experience supporting M&A integrations or large-scale migration initiatives.
• Strong understanding of Microsoft 365 licensing, compliance, and governance models.
• Demonstrated ability to operate effectively in high-pressure situations, including major incident management.
• Excellent communication skills with the ability to translate technical strategy into business impact for senior stakeholders.
• Bachelor’s degree in Information Systems, Computer Science, or related field preferred; equivalent experience considered.