Manager, Mobile Operations

Manager, Mobile Operations

The Enterprise IT Mobile Manager leads the strategy, delivery, and continuous improvement of enterprise mobile services, ensuring secure, seamless, and cost-effective mobile experiences for employees, executives, and contractors across the organization. This role is accountable for delivering measurable service value, driving cost efficiency, and maximizing the ROI of mobile assets and services.

The Mobile Manager oversees a team of service analysts who support with telecom expense reconciliation, mobile analytics, contractual compliance, and service performance tracking. This role collaborates across IT, Finance, Procurement, and Security to ensure mobile services are optimized, well-governed, and aligned with business needs.

Key Responsibilities:

Strategic & Operational Leadership

• Define and execute the enterprise mobile strategy, balancing user experience, scalability, and cost control.
• Oversee the full lifecycle of mobile assets (smartphones, tablets, hotspots, wearables) from procurement through decommissioning.
• Lead Unified Endpoint Management (UEM) platform operations (e.g., Microsoft Intune, Tangoe Mobile etc.), ensuring policy compliance and secure mobile access.
• Evaluate emerging technologies for potential value and integration into our broad business ecosystem.

Cost Management & Service Value

• Own the enterprise mobile budget and cost model; ensure proactive forecasting, tracking, and variance reporting.
• Lead the reconciliation of carrier bills, cross-charging, and mobile spend analytics.
• Drive service value through cost-performance benchmarking, plan optimization, contract consolidation, and usage analysis.
• Identify opportunities to reduce total cost of ownership (TCO) while enhancing user satisfaction and productivity.

Team Management & Analytics

• Manage a team of mobile service analysts responsible for:
• Carrier invoice analysis and dispute resolution
• Monthly and quarterly mobility reporting (usage, spend, adoption, compliance)
• Service performance reviews, dashboards, and SLA/KPI tracking
• Identifying service bottlenecks and recommending operational improvements
• Foster a culture of data-driven decision-making and continuous service improvement.

Vendor & Contract Oversight

• Manage relationships and performance of telecom carriers, OEMs, and mobile service providers globally.
• Negotiate wireless service contracts, device leases, and UEM platform agreements with cost, flexibility, and scalability in mind.

Service Management & VIP Support

• Ensure effective end-user mobile support, including executive and VIP user support through white-glove services and proactive device management.
• Oversee incident trends, user satisfaction, and service desk alignment for mobile support issues.
• Support service readiness for M&A activity, workforce expansions, and remote working models.

Security & Compliance

• Collaborate with Cyber Security teams to enforce mobile device encryption, threat defense, and data loss prevention standards.
• Ensure compliance with enterprise policies and any relevant regulatory requirements

Requirements:

• 7+ years of experience in enterprise IT, with 3+ years leading mobile technology operations.
• Strong knowledge of UEM platforms and mobile OS ecosystems (iOS, Android, Windows).
• Proven experience in mobility-related cost management, TEM (telecom expense management), and service analytics.
• Experience managing teams and delivering operational reporting to senior stakeholders.

Desired Characteristics:

• ITIL certification and familiarity with service lifecycle and continual improvement processes.
• Experience supporting VIP or executive-level users.
• Familiarity with Mobile Threat Defense (MTD), eSIM provisioning, and mobile security standards.
• Working knowledge of enterprise finance or procurement systems (e.g., ServiceNow, SAP, Craft).

Key Competencies:

• Strategic and financial acumen
• Service-oriented mindset with measurable outcomes focus
• Strong data analysis and reporting capabilities
• Executive communication and vendor negotiation skills
• Operational excellence and continuous improvement leadership

Additional Requirements:

• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $80,000 - $100,000