Collaboration Services Manager

Job Posting Organization:
CERN, the European Organisation for Nuclear Research, is a leading scientific research organization established to probe the fundamental structure of the universe. Founded in 1954, CERN employs thousands of physicists and engineers who utilize the world's largest and most complex scientific instruments to study fundamental particles. The organization operates in multiple countries and is known for its collaborative environment that fosters innovation and scientific discovery. CERN's mission emphasizes diversity and inclusion, making it a central value in its operations and workforce.

Job Overview:
As the Collaboration Services Manager within the Groupware and Engineering Services (GES) section of the Collaborative Applications (CA) group at CERN, you will play a pivotal role in shaping how CERN communicates. This position involves leading the operation and evolution of CERN's email and groupware platform, which is based on Microsoft Exchange and Exchange Online technologies. This platform serves as the backbone of collaboration for thousands of users, including those involved in various experiments and partnerships. Your responsibilities will include ensuring reliable, secure, and compliant email delivery, as well as maintaining calendaring and collaboration features. You will also contribute to the development of other collaboration services within the section, making this role crucial for enhancing communication across CERN.

Duties and Responsibilities:
Your primary duties will include overseeing the smooth operation of Microsoft Exchange on-premises and Exchange Online services, ensuring maintenance routines are followed and that these services are well integrated with CERN's broader IT environment. You will monitor service performance, reliability, and quality, ensuring compliance with SLAs and CERN policies regarding data protection and records retention. Investigating and troubleshooting operational issues will be a key part of your role, requiring engagement with user communities, IT service managers, and other stakeholders. You will configure, maintain, and evolve CERN's email routing based on service and user requirements, while also overseeing email authentication and reputation management. Collaborating closely with the CERN security" style="border-bottom: 1px dotted #007bff !important;">Security Team, you will ensure that spam and malware filtering solutions are effectively integrated and configured. Additionally, you will develop and maintain integrations with both on-premises and cloud systems using programming languages such as Python and C#. Providing user support, driving continuous improvement, and adapting services to meet evolving needs will also be part of your responsibilities, along with curating knowledge bases and delivering targeted communications as necessary. Participation in various activities, including support rotas for other services managed by the section, may also be required.

Required Qualifications:
To qualify for this position, you must possess a Master's degree or equivalent relevant experience in Computer Science or a related field. Proven experience in deploying and operating an email and groupware platform for over 10,000 users, ideally with Microsoft Exchange/Exchange Online in hybrid configurations, is essential. You should have extensive knowledge of communication technologies and protocols related to email, including Microsoft Exchange Online architecture, Exchange protocols, and integrations with Active Directory/Entra ID. Experience engaging with users and stakeholders of large-scale IT services is crucial, as is a strong background in addressing scalability, security, and reliability challenges in service configuration and delivery. A solid understanding of ICT security standards and best practices, particularly in the email domain, is also required. Experience in managing email authentication and reputation, ensuring high deliverability, and minimizing false positives/negatives is necessary. Additionally, familiarity with the architecture and design of complex ICT systems, DevOps skills, and knowledge of configuration management systems will be beneficial.

Educational Background:
Candidates must have a Master's degree or equivalent relevant experience in the field of Computer Science or a related discipline. This educational background is essential to ensure that the candidate possesses the necessary theoretical knowledge and practical skills required for the role.

Experience:
The position requires proven experience in deploying and operating an email and groupware platform for more than 10,000 users, ideally with Microsoft Exchange/Exchange Online in hybrid configurations. Candidates should have a strong background in communication technologies and protocols, particularly those related to email, and experience in engaging with users and stakeholders of large-scale IT services. A solid understanding of ICT security standards and best practices, especially in the email domain, is also necessary.

Languages:
Fluency in spoken and written English is mandatory, and candidates should demonstrate a commitment to learning French, which is considered a valuable asset for this position.

Additional Notes:
This position is a limited duration contract for 5 years, with the possibility of extension up to 8 years and eligibility for an indefinite contract tenure. The working hours are set at 40 hours per week, and the job offers hybrid flexibility. The role may require work during nights, Sundays, and official holidays, depending on the needs of the organization. The job grade is classified as 6-7, and the reference for this position is IT-CA-GES-2026-71-LD. CERN offers a competitive salary that is tax-free and increases with relevant experience, along with 30 days of paid leave per year, comprehensive health insurance coverage, family allowances, and a relocation package depending on individual circumstances.