Sr. IT Operations Specialist - Mobility Strategy & Lifecycle Management

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. The heartbeat of SHI is our employees—all 7,000 of them. If you join our team, you’ll enjoy our commitment to diversity as the largest minority- and woman-owned enterprise in the U.S., continuous professional growth and leadership opportunities, health, wellness, and financial benefits, and world-class facilities and technology.

About the Role

The Sr. IT Operations Specialist - Mobility will lead enterprise mobility strategy, lifecycle management, and operational maturity initiatives within our IT Operations team. This role is responsible for establishing and advancing governance frameworks, standardized processes, and lifecycle management practices that ensure secure, scalable, and compliant mobile operations across the organization. This position requires reporting to the Somerset, NJ location on a hybrid basis.

Responsibilities

• Mobility Strategy & Governance
  • Define and drive the enterprise mobility strategy aligned with business, security, and compliance objectives.
  • Establish governance frameworks, policies, and standards for mobile device and mobility services.
  • Develop and maintain mobility roadmaps focusing on scalability and operational efficiency.
• Lifecycle Management & Operational Maturity
  • Lead end-to-end mobile device lifecycle management (procurement, provisioning, support, refresh, retirement).
  • Standardize and mature mobility processes including SOPs, runbooks, and workflows.
  • Drive continuous improvement initiatives to enhance service delivery.
• Operational Excellence & Support Leadership
  • Serve as SME for mobility operations, policies, and lifecycle practices.
  • Provide Tier 3 escalation support and guidance to operational teams.
  • Define and track KPIs / SLAs for mobility services.
• Vendor & Carrier Management
  • Manage relationships with mobile carriers (Verizon, AT&T, T-Mobile).
  • Drive cost optimization and monitor vendor performance.
• Project Leadership & Continuous Improvement
  • Lead mobility initiatives focused on process improvement and lifecycle optimization.
  • Identify opportunities for automation and workflow enhancements.

Behaviors and Competencies

• Self-Motivation: Identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Relationship Building: Identify opportunities for collaboration, propose strategies for effective communication, and build relationships without explicit instructions.
• Communication: Effectively communicate complex ideas and information, adapting communication style to the audience.
• Collaboration: Actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.
• Problem-Solving: Identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Business Acumen: Analyze financial and operational data to make informed decisions.
• Conflict Resolution: Mediate conflicts between individuals.
• Organization: Prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Adaptability: Adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.

Requirements

• Completed Bachelor’s degree or equivalent work experience.
• 10+ years of experience in IT Operations with a focus on mobility services.
• Strong knowledge of governance, lifecycle, and operational processes.
• Expert-level proficiency with MDM platforms and mobile OS ecosystems (iOS, Android).
• Strong understanding of enterprise mobility security, identity management, and network integration.
• Proven experience in leading cross-functional IT projects and initiatives.
• Experience with Apple Business Manager.
• Strong background working with mobile carriers (Verizon, AT&T, or T-Mobile).
• Strong knowledge of Microsoft Windows operating system patching processes, methodologies, and associated tools.
• Advanced coordination and project scheduling capabilities.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to communicate technical information effectively to leadership and business stakeholders.
• Strong analytical and problem-solving abilities.
• Experience developing detailed patch reporting and performance metrics.
• Understanding of ITIL-based service management and change management processes.
• Ability to manage risk, prioritize competing activities, and drive execution in complex enterprise environments.

Preferred Qualifications

• Microsoft Certified: Endpoint Administrator Associate (preferred).
• Experience with KPI reporting tools (ServiceNow, Power BI).
• Familiarity with Zero Trust architecture and mobile threat defense solutions.

Pay

The estimated annual pay range for this position is $90,000–$130,000, which includes a base salary. Compensation is dependent on job-related knowledge, skills, experience, and market location.

Benefits

• Medical, vision, and dental coverage.
• 401K retirement plan.
• Flexible spending accounts.