Mobility Services Manager (Guadalajara)

The Workplace Device Services function within the Workplace & Enterprise Services function is accountable for the services that are delivered through the physical devices that employees use on a day to day basis. This includes service strategy, performance and availability along with the definition and delivery of a world class catalogue and strategic standards. The services in the remit of this role include Laptops, Desktops, Mobile, Print and Video Conferencing - driving the roadmap to ensure we remain at the leading edge of technology innovation to maximise the employee experience and productivity. Accountable for currency, partner and supplier contract and service delivery management, technology roadmap and refresh.

This role has a lead accountability for the Global Mobility Services (Voice & Data Carrier Contracts, Mobile Phone catalogue, procurement & lifecycle, Mobile Policies) and responsibility for the Workplace Device Services relationship with the vendors across each of these services.

Typical Accountabilities

This role enables our business colleagues to generate value, by defining standards, operating governance with guardrails and driving exploitation.

• Desktop Lifecycle Manager ensuring that we have a consistent, excellent, employee experience across all devices, when accessing our collaboration and productivity tools
• The Solutions Integration team who deliver complex technical change
• The Architecture and Engineering team on roadmaps, new services and pilots
• The IT Services & Experience Team to ensure new services and upgrades are introduced effectively to support our business
• The Cybersecurity and Operations team to ensure services are secure and optimized
• Global Delivery team to ensure on time and on budget delivery of critical programmes including innovation and lifecycle refresh
• Site & FM leads, ensuring our aligned standards are executed and budget is appropriately allocated on sites where IT does not own the budget

The Integral Mobility Services Role has

• Ownership and accountability for the Mobility services , including budget, contracts, service management and operational excellence
• Govern the upgrades and compatibility of Mobility services to ensure seamless upgrades to the business and new functionality and capabilities are introduced effectively
• Simplify the environment so our technology is current and delivers a great customer experience
• Engages with key Stakeholders and Customers to ensure these technologies meet customer needs
• Delivers service improvements to these technologies to ensure they are simple and effective to use
• Manages our technology partners effectively to ensure AZ is on the leading edge of technology innovation, both benefiting from and shaping our partners roadmaps
• Lead and continuously develop a strong technical team building a function that drives differentiation in how we leverage, integrate and adopt technology
• Accountable for Risk and Compliance across the services
• Responsible for the definition of successful business cases, interlocking investment to drive technology transformation
• Be a key member of the Workplace and Enterprise Services - Workplace Device Services Leadership Team to ensure that the team continues to develop and grow and that strategies are aligned and executed effectively

Reports to the Workplace & Enterprise Services - Workplace Device Services Senior Director

Education, Qualifications, Skills and Experience

Essential

• 5+ years’ experience designing & implementing service within Enterprise Mobility or similar discipline
• Familiarity with Mobility including MDM, EMM & UEM solutions; vendor specific ecosystems including Apple iOS and Google Android; latest trends and activity for the area of Mobility Services.
• ITIL V3 Foundation and higher with experience across all aspects of the ITIL disciplines and lifecycle with evidence of having designed and/or improved operational processes to deliver business value.
• Experienced in managing (sometimes competing) agendas across Stakeholders, Architecture, Engineering, Operations, Product & Service Management to ensure the original design brief is achieved
• A clear communicator, methodical, disciplined, confident & assertive to interface with stakeholders at all levels of the business and collaborate with our Architects, Engineers, Operations and Service Managers
• Excellent supplier management skills with demonstrable knowledge and experience of contract negotiation, service level management and strategic management.
• Team & Strategy Leadership experience with a globally diverse team.

Desirable

• Knowledge or experience of VMWare Workspace One at an enterprise scale
• Experience of Collaboration & Productivity Suite integration with Mobility (MS Teams, Office)
• Data analysis and presentation skills (e.g. MS Excel & MS)