Mobile Device Lifecycle Manager

MDM Program Manager Role Overview

The MDM Program Manager will oversee the Mobile Device Management (MDM) Program, ensuring efficient lifecycle management of mobile devices and leading a team to achieve organizational objectives. This role is pivotal in aligning logistics, supplier, and carrier management with IT asset operations.

Key Responsibilities:

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• Oversee daily MDM operations, ensuring effective coordination of technicians and alignment with program priorities.\
• Act as the primary point of contact for escalations, collaborating with internal teams, suppliers, and carriers to resolve issues.\
• Manage refresh programs, ensuring timely upgrades, retirements, and compliance with deployment schedules.\
• Develop and maintain workflows for mobile device lifecycle management, from procurement to decommissioning.\
• Logistics and Supplier Management:\
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  • Oversee relationships with third-party logistics (3PL) providers and Value-Added Resellers (VARs).\
  • Handle escalations, claims, and shipment tracking to ensure timely delivery of devices.\
  • Coordinate order orchestration, shipment tracking, and fulfillment to maintain asset availability.\
  • Work closely with procurement and logistics teams to manage stock levels, deployment schedules, and cost control.\
  • Carrier Relationship and Line Management:\
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    • Manage carrier plans, including activations, deactivations, audits, and escalations.\
    • Ensure optimal cost and service quality for carrier agreements and mobile plans.\
    • Regularly audit carrier usage to identify cost-saving opportunities and ensure service compliance.\
    • IT Asset Management (ITAM):\
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      • Maintain accurate records of mobile device assets in supported ITAM tools, such as ServiceNow or Oomnitza.\
      • Enforce asset tagging, tracking, and reporting procedures across all device types.\
      • Conduct regular inventory audits to resolve discrepancies and ensure compliance.\
      • Monitor device utilization, warranty information, and maintenance schedules to maximize lifecycle value.\
      • Provisioning, Break/Fix Processes, Swaps, Replacements, and Shipment Tracking:\
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        • Oversee provisioning, break/fix processes, swaps, replacements, and inbound/outbound shipment tracking.\
        • Ensure compliance with mobile security policies and MDM configurations.\
        • Reporting and Analytics:\
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          • Generate comprehensive reports on inventory metrics, supplier performance, shipment status, and carrier usage.\
          • Create dashboards and analytics within ITSM platforms (e.g., ServiceNow) to track SLA adherence and program transparency.\
          • Analyze data to identify trends, inefficiencies, and areas for continuous improvement.\
          • Present insights and recommendations to stakeholders to support program goals and cost optimization.\
          • ITIL ITSM Best Practices:\
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            • Maintain documentation, policies, and workflows related to asset and mobile device management.\
            • Recommend process improvements based on industry trends and best practices for ITAM and MDM.\
            • Required Qualifications and Skills:\
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              • Bachelor's degree in computer science, information technology, business, or a related field (or equivalent experience).\
              • 3-5 years of experience in IT Asset Management, Mobile Device Management, or related fields.\
              • Technical Skills:\
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                • Proficiency with MDM tools like Workspace One, JAMF, Oomnitza, Android Zero-Touch, and Apple DEP.\
                • Experience with ITSM platforms, such as ServiceNow or similar systems.\
                • Knowledge of carrier management, including plan audits, activations, and escalations.\
                • Familiarity with inventory and logistics processes, including shipment tracking and supplier management.\
                • Soft Skills:\
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                  • Strong organizational, analytical, and problem-solving skills.\
                  • Excellent written and verbal communication skills.\
                  • Ability to prioritize tasks, manage competing deadlines, and collaborate with cross-functional teams.\
                  • Attention to detail with a focus on compliance and accuracy.\
                  • Benefits:\
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                    • 8 hour shift - Day shift.\
                    • Australia Work Authorisation required.\
                    • Work Location: In person.\
                    • Ability to perform office-related tasks, including prolonged sitting or standing.\
                    • Occasional handling of inventory, including lifting and moving light to moderate weights.\
                    • Frequent use of computers and standard office equipment.\
                    • Effective communication and collaboration in team-oriented settings.