Manager Mobile Solutions Technology

Description

The purpose of this role is to serve as a Mobile solutions technology business owner. Define and implement the Next Generation of mobile technology devices, build a Mobile Solution capabilities roadmap, support Operations applications infrastructure. The successful candidate will have the following key accountabilities: • Refresh obsolescent technologies critical to operations • Introduce and implement technology capabilities and applications required to enable and support known future Operations requirements • Plan, design, develop, and introduce innovative technology and mobile solution to augment current solutions offerings. • Identify and recommend technology solution improvements that will provide efficiencies aligned with business needs and objectives • Establish technology and mobile solutions roadmap; take ownership of the roadmap and development process. • Leverage internal and external relationships to deliver strategic direction regarding mobile and technology solutions. • Lead the business throughout all stages of Mobility and Operations application projects from the planning, execution and delivery to project closure supporting end user adoption • Serves as the Business Owner for Business Priority Rationale and is accountable for the operation of their business function and will actively participate in the resolution of any incident that impacts their area of responsibility. The Business Owner will facilitate communication of any incident within their function and identify resources to assist with incident resolution and facilitate timely restoration of service • Collaborates with internal stakeholders and IT stakeholders in selecting solutions for implementation • Responsible for overseeing and leading the work direct reports • Manage relationships with suppliers • May participate in special projects as assigned. • The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Responsibilities

Qualifications • Exemplifies and consistently demonstrates our core competencies of communication, innovation, change management, relationship building and leadership • Understanding of Wireless Networks, coupled with strategic thinking related to wireless industry direction and technology evolution • Familiarity with the following environments would be an excellent asset; Java, iOS, Android, Mobile Web, Web Apps, enterprise applications, databases and middleware. • Experience in technology delivery, application support delivery role and new technologies introduction • Good project management knowledge and experience. • Proficiency in independent work as well as the ability to jointly work with colleagues in a team to reach organizational goals • Demonstrated ability to champion and drive change, develop and lead new operational capabilities within an organization. • Well organized and meticulous with excellent problem-solving and analytic abilities • Possess strong communication skills (oral/written) and the ability to adapt your delivery to your audience. • Ability to present recommendations in a manner that gains acceptance • Comfortable working at all levels within an organization • Flexible and able to adapt to changing priorities • Previous team management is an asset

Additional Responsibilities

Team Leadership

 

• Lead/develop 3 device support/MDM staff; set roles, priorities and expectations.
• Manage capacity, tickets, backlog, service levels, escalations and coverage.
• Oversee L1, break/fix, replacements and RMAs; route app/network/infrastructure/vendor issues through closure.
• Resolve recurring device/battery/charging/connectivity/printer issues using ticket/repair trends, diagnosis, escalation and verified fixes.
• Maintain runbooks, knowledge, contacts and backups; cross-train.

 

Vendors

 

• Manage Zebra, SOTI, suppliers, repairers, lessors and carriers with Procurement/Finance.
• Review cases, failures, repair quality/speed, parts, roadmaps and commitments; escalate repeat RMAs/faults with evidence and close corrective actions.
• Turn field feedback into enhancements, defect escalations and design improvements; pilot changes.
• Track contracts/support/renewals; support selection, service levels and negotiations.

 

Budget & Procurement

 

• Own annual capital/operating budgets for hardware, leases, accessories, batteries, repairs, MDM and services; forecast/explain variances.
• Secure funding, investment/refresh cases, quotes and requisitions/POs before commitments/renewals.
• Reconcile invoices, leases and fees to contracts, receipts and approved usage.
• Cut costs through standards, reuse, timely returns, better repairs and less loss/damage/licensing/connectivity waste.

 

Governance

 

• Engage terminal/regional/IT leaders on concerns, changes and field feedback.
• Report inventory gaps/surplus, inactive/missing devices, tickets/repairs, rollouts, Android updates and budgets, with impacts, risks, decisions, actions, owners and dates.
• Escalate exceptions/Operations actions early; maintain improvement plans and timely deployment/incident/site notices, with business/compliance language input.
• Keep audit-ready asset/access/procurement/change records; arrange compliant wiping, lease returns and approved disposal.

 

Continuity

 

• Plan contingencies/spares for failures, regional incidents, supplier delays and peaks.
• Coordinate incidents with Service Desk, IT and vendors; report recovery impact and prevention.
• Improve health/inventory visibility and provisioning/support automation; document portal/integration/service ownership, specialist escalations and dependencies.

 

Application Reliability

 

• Coordinate assigned apps with owners/development/Infrastructure/Security/vendors; own priorities/follow-through; technical teams own engineering/services.
• Track reliability/remediation owners, dates and dependencies; escalate delays, resource gaps and risks.
• Drive vulnerability testing, approved deployment and Security verification before closure; track exceptions through risk governance.
• Establish monitoring, alerts, runbooks and service objectives; turn root causes into permanent fixes.
• Coordinate versions, certificates, capacity, recovery tests and safe deployments; automate support; report trends/remediation/decisions to IT/Operations.

Education

 

• Post-secondary diploma or degree in Information Technology, Computer Science, Engineering or a related discipline, or equivalent practical experience. 
• ITIL certification and relevant enterprise mobility, Android or device-management training are assets. 

Experience

 

• Progressive experience in enterprise device management, IT operations or field technology support, including direct people leadership or substantial team-lead responsibility.
• Demonstrated ownership of operational device fleets, including procurement, inventory, leasing, lifecycle refreshes, repairs and multi-site deployments.
• Experience managing MDM/enterprise mobility platforms and controlled Android application and operating-system deployments. Experience with SOTI MobiControl and Zebra devices is a strong asset.
• Experience managing budgets, forecasts, suppliers, contracts and service escalations, and working directly with business and Operations leaders.
• Experience supporting rugged scanners, wearable devices, tablets, label printers and related peripherals in logistics, transportation, warehousing, retail or another operationally critical environment is an asset. 

 

Knowledge & Skills 

 

• Strong working knowledge of Android enterprise mobility, MDM profiles and policies, provisioning, application packaging, staged updates and remote troubleshooting.
• Understanding of scanning workflows, Bluetooth peripherals, printer configuration, battery and charging behaviour, Wi-Fi and cellular dependencies, and shared-device security considerations.
• Practical knowledge of IT service management, incident and problem management, change control, asset management and operational readiness.
• Working knowledge of application monitoring, service-level objectives, vulnerability-remediation tracking and recovery readiness, with the ability to coordinate corrective actions across development, Infrastructure, Security and vendor teams.
• Translate inventory, utilization, ticket, repair and financial data into prioritized actions and clear leadership reporting.
• Comfort with service-management and asset tools, spreadsheets and reporting dashboards; ability to guide automation and documentation improvements. 

 

Leadership Competencies 

 

• Accountable service owner who anticipates risks, makes recommendations and follows issues through to closure.
• Strong communicator who explains business impact and builds credibility with front-line teams, Operations leaders, IT partners and vendor leadership.
• Sound judgment when balancing operational urgency, security, standardization, cost and long-term supportability.
• Effective people leader who delegates execution, establishes clear expectations and develops technical depth and backup coverage.
• Constructive challenger and continuous-improvement advocate who brings field feedback to vendors and closes the loop with business partners.