Collaboration Services Manager (IT-CA-GES-2026-71-LD)

Company Description

At CERN, the European Organisation for Nuclear Research, physicists and engineers are probing the fundamental structure of the universe. Using the world's largest and most complex scientific instruments, they study the basic constituents of matter - fundamental particles that are made to collide together at close to the speed of light. The process gives physicists clues about how particles interact, and provides insights into the fundamental laws of nature. 

Job Description

Introduction

Help shape how CERN communicates. As Collaboration Services Manager in the Groupware and Engineering Services (GES) section of the Collaborative Applications (CA) group, you will lead the operation and evolution of CERN’s email and groupware platform (based on Microsoft Exchange and Exchange Online technologies)—the backbone of collaboration for thousands of users, for experiments and partners. You’ll ensure that email delivery is reliable, secure and compliant, that calendaring and collaboration features just work, and that CERN’s services and applications can send messages safely and at scale. You will also contribute to the other collaboration services in the section.

Functions

• Oversee the smooth operation of the Microsoft Exchange on-premises and Exchange Online based services, including maintenance routines and integration with the broader CERN IT environment.
• Monitor service performance, reliability and quality, ensuring adherence to SLAs and compliance with relevant CERN policies, data protection and records retention/archiving.
• Investigate and troubleshoot operational issues and performance problems, engaging with user communities, IT service managers and other stakeholders as needed.
• Configure, maintain and evolve CERN's email routing according to service and user requirements; Oversee CERN email authentication and reputation (SPF, DKIM, DMARC).
• In close collaboration with the CERN Security Team, ensure that spam and malware filtering solutions are properly integrated and configured.
• Develop and maintain integrations with on-premises and cloud systems (Python, C#).
• Provide user support, drive continuous improvement, and adapt the service in line with evolving needs; Curate knowledge bases, FAQs and service documentation web sites; deliver targeted communications when necessary.
• As appropriate, participate in the various activities (including support rota) for other services managed by the section.

Qualifications

Master's degree or equivalent relevant experience in the field of Computer Science or a related field.

Experience:

• Proven experience in deploying and operating an email and groupware platform (>10k users) ideally Microsoft Exchange/Exchange Online in hybrid configurations.
• Extensive knowledge of communication technologies and protocols, especially those related to email (Microsoft Exchange Online architecture, Exchange protocols and integrations with Active Directory / Entra ID, SMTP, POP, IMAP, email routing, routing connectors, mailing lists, mailbox storage).
• Experience engaging with users and stakeholders of large-scale IT services.
• Strong background in addressing scalability, security and reliability challenges in service configuration and delivery.
• Solid understanding of ICT security standards and best practices, particularly in the email domain (DKIM, DMARC, SPF, anti-spam and anti-malware techniques, anti-phishing measures, encryption, service hardening).
• Experience managing email authentication and reputation, ensuring high deliverability and minimising false positives/negatives.
• Experience in the architecture and design of complex, resilient ICT systems, including redundancy and storage architectures.
• DevOps skills (CI/CD, Gitlab, containerisation).
• Experience in configuration management systems (Puppet, Ansible).
• Knowledge of database and/or data?analytics technologies, especially SQL and the ELK stack is a plus.
   

Technical competencies:

• Knowledge of communication technologies and protocols, especially those related to email (SMTP, POP, IMAP, email routing, mailing lists, mailbox storage).
• Knowledge of best practices for implementing ICT security standards and policies, especially in the email domain (DKIM, DMARK, SPF, anti-spam, anti-malware, anti-phishing, encryption, service hardening).
• Administration of computing systems, especially in the field of email (Microsoft Exchange, Exchange Online, other email platforms) and directory services (Active Directory, Entra ID).
• Architecture and design of ICT systems, including redundancy and storage systems.
• Knowledge of programming techniques and languages f