Mac Computers and Mobility Device Management Service Owner

Deloitte - McLean, VA

The role of the MDM and Mac Services Owner is essential to refining and expanding upon the established vision for supporting high-quality, cost-effective service delivery to member firms. As an integral member of the Shared Infrastructure Services team, this Service Owner will guide the service delivery team by providing overall leadership, process guidance and planning to support the development and delivery of the GTI Service for Mac Computers service and the Mobile Device Management Services. The Service Owner will coordinate the development of these services, working with both customers and technical delivery team to ensure the service meets the customer needs in the most effective and high-quality manner possible. The Service Owner will also guide the teams in ensuring a successful service lifecycle for each service, including effective processes for deployment, support, and continuous improvement of the services. The Shared Infrastructure Services Owner is accountable for combining innovation and world class technology to create a robust suite of services that benefit all DTTL member firms in a high-quality, cost-effective manner. Customer satisfaction is paramount. As a result, this role is responsible for developing and nurturing relationships with internal business stakeholders as well as external partners.

This includes:
Developing high-quality, scalable, cost-effective IT solutions to fulfill the on-going needs of DTTL member firms
Organizing, administrating, and supervising people, processes, and technologies for the successful delivery of the services
Tactical responsibility for release management, platform management, investment planning, vendor management, and application/tools integration
Overseeing support for the services in the program in order to ensure high levels of response and customer satisfaction
The Service Leader would be considered successful if the services successfully deliver the business requirements in a highly reliable manner, generate high customer satisfaction, and enhance business value for the member firms subscribing to the services.


Role Specific Responsibilities

Product management experience including understanding customer needs and requirements, business process modeling, cost and performance management, collaboration and negotiation skills
Understands the Shared Infrastructure Services service development process
In-depth understanding of modern Apple Mac device management processes and practices
In-depth understanding of Mobile Device Management processes and practices
Good working knowledge of Apple Mac and MDM eco-systems including Device Enrolment Program, MacOS and JAMF MDM platforms
Working knowledge of Mac and MDM security and general information security risk management processes and controls
Develop/deliver Mac management and MDM services which meet current and on-going technology needs
Maintaining an acute focus on customer satisfaction, including overseeing the service delivery teams
Interact with customers around the globe to develop, support, and refine the services, while recognizing the customer’s unique requirements, constraints, and cultures
Develop KPIs and reporting, including actionable insights on service operations/delivery, to various stakeholders regarding service operations and performance
Ensure service operations meet stated goals and KPIs, and are delivering appropriate service levels
Determine staffing requirements, guide recruiting, hiring, training, development and retention of highly qualified employees to ensure effective service operations
Proactively identifying opportunities for technology solutions and services
Support vendor selection/management and internal team-building for the services in the program
Leads team through all aspects of the product lifecycle and effectively manages risk
Support budgeting and cost management for the services
Establishing and maintain procedures that ensure compliance with all applicable SLAs, Legal, and Privacy policies
Building ‘trusted advisor’ relationships with key business stakeholders
Analyzes emerging technology trends on an on-going basis, with a focus on improving the delivery of existing service offerings
Recommending relevant emerging technology capabilities as potential future service offerings
Incorporating approved recommendations into the vision and strategy and proactively addressing any implications for Shared Services
Knowledge, Abilities and Skill Expectations

Senior, experienced product/project team leader
Technology knowledge and understanding
Knowledge of technical product management techniques
Knowledge of reporting and tracking tools
Superior skills of influencing, negotiation, diplomacy
Experience in a global service and delivery environment
Good cultural awareness
Understanding of Professional Services business applications and IT trends
Knowledge of business strategy definition/requirements
Functional Business Knowledge

Superior analytical/problem solving ability
Superior critical thinking skills
Creative, independent thinking skills
Strong verbal, written communication and presentation skills
Strong ability to communicate at all levels
Able to work under constantly changing conditions and tight deadlines
Manage multiple goals and deadlines
Organizationally astute
Able and willing to travel internationally