Service Owner: Unified Communication and Collaboration

You own how dormakaba talks: every call, chat, email, calendar invite, meeting room and contact-centre conversation for around 16,000 colleagues in more than 50 countries. When a sales rep can’t reach a customer, a boardroom screen won’t start, or a shared mailbox goes quiet, it lands with you. So does the decision about how to stop it happening again.
This is service ownership with real authority. You hold change authority, sign off the budget and the mid-term plan, and set the standard our delivery partners work to. Delivery runs through Microsoft, our ITSM and Service Desk vendors, conference-room integrators, telcos and contact-centre partners. Your job is to make them deliver, and you’ll have the technical depth to know when they aren’t.

• Value and outcome. Decide what the service is for and what it’s worth. Weigh every change, licence and contract against the value it brings.
• The Service Charter. Write it, get it signed off, and keep it as the single source of truth for scope, service levels, owners and cost.
• Vendor management. Set the SLAs and the quality bar, run the performance and commercial reviews, and own the contracts with Microsoft, the ITSM and Service Desk vendors, conference-room integrators, telcos and contact-centre partners. This is how the role delivers.
• Budget and cost. Own the budget, the mid-term plan and the cost drivers, from Teams Phone and mailbox licences to carrier minutes, and keep taking out cost that isn’t buying anything.
• Change and continual improvement. Hold change authority for the service and own demand, lifecycle governance and the improvement backlog.
• Practices and projects. Design the service’s practices with our Operational Model Excellence team, and lead the projects that shape the service together with our PMO.
• Voice. Own Teams Phone: call plans, voice routing and the Session Border Controllers. Call quality and availability are your headline measures.
• Messaging. Own Teams chat and channels as the everyday collaboration channel, and retire the legacy tools still running beside it.
• Email. Own the email service end to end: Exchange Online and any hybrid or on-premises Exchange still in use, mail flow, and the Postfix SMTP relays our applications, scanners and systems send through. Own mail hygiene and sender authentication (SPF, DKIM, DMARC) together with Security.
• Personal information management (PIM). Own the mail, calendar, contacts and tasks people live in all day: Outlook on desktop, web and mobile, shared and resource mailboxes, room booking, delegation and distribution lists.
• Platform lifecycle: Email, Lotus, Postfix. Own the lifecycle of Exchange, Lotus Notes/Domino and Postfix from the service side, executed together with our Workplace Solution Architect. The architect leads the technical design and migration path. You decide what stays and what retires, own the business case, budget and timeline, hold the vendors to it, and keep the owners of every Lotus application and Postfix-dependent system on board.
• Meeting rooms. Own Teams Rooms end to end, from room standards and installation to monitoring, operation and the in-room experience.
• Contact centre. Own NICE CXone and Teams contact centre light, from planning and rollout to the agent experience and business continuity.

What success looks like:

• First 90 days: the charter is published and signed off. Vendor performance is baselined against current SLAs. Availability and quality are measured for voice, email, rooms and contact centre. Every Lotus Notes/Domino application and every Postfix relay is inventoried with a named business owner, and you have a clear read on where the technical and supply risks sit.

• First 6 months: an approved lifecycle roadmap for Exchange, Lotus and Postfix, built with the Workplace Solution Architect, with dates and budget. DMARC is moving toward enforcement on our main domains. Vendor reviews run on a fixed rhythm, with actions tracked to closure.

• First year: Teams is the default for calls, chat and meetings, and legacy messaging is retired. Licences are right-sized and you can show the saving. Lotus retirement is on plan, and every application sending mail through Postfix is known, authenticated and owned. Rooms are monitored and stable, and contact centres run with measured quality and tested continuity in every region. The targets for call quality, room availability and mail delivery are the ones you set in your charter.

• Deep, current Teams voice knowledge. You know Teams Phone and Session Border Controllers well enough to read a call flow, trace a routing fault and make the technical call yourself. A Microsoft Teams voice or equivalent UC or telephony certification is required.
• Solid enterprise email and PIM knowledge. Exchange Online, mail flow and SMTP relays, mailbox and calendar behaviour, and email authentication. You don’t need to be the Exchange admin, but you can tell when an admin or a vendor has it wrong.
• You’ve owned a UC or collaboration service at enterprise scale. Multi-country, as a Service Owner or equivalent, accountable for the outcome and the budget. Typically 6 to 10 years in UC, messaging or collaboration, with a few of them in an ownership role. A degree or equivalent hands-on experience.
• You deliver through vendors. You’ve held several vendors to their SLAs at once, run performance and commercial reviews and owned the contracts. You know ITIL 4 well, especially Service Level Management, Incident Management, Change Enablement and Supplier Management.
• You write clearly and hold the room. You write practices people actually follow, and you can run a service review with senior business and finance leaders in fluent English.

• Platform exits. You’ve owned the business side of a Lotus Notes/Domino or SMTP relay retirement alongside an architect, or seen a DMARC rollout through to enforcement.
• Rooms and contact centre. Teams Rooms and AV across multiple sites, and contact-centre delivery, ideally with NICE CXone.
• AI and automation applied to voice, email or the contact centre, including Copilot in Outlook and Teams.
• Security partnership. You’ve worked with Security on identity, conditional access, email security and call security.
• Frameworks and tools. ITIL 4 Managing Professional, ServiceNow (catalogue, SLAs, reporting). SAFe familiarity and the product owner role help but aren’t required.

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• 102.26 EUR Food vouchers
• Public transportation card
• Multisport / Coolfit card
• Opportunity for flexibility with a hybrid working model
• Employee Assistance Program (Mental Health, Legal & Financial Counselling)
• Language training opportunity
• Brand new modern office premises in a class A Business building
• Employee referral program
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15,000 LinkedIn Learning courses to assist in your development

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter – apply now!