Senior Manager Fleet Architecture

THE COMPANY:

Juul Labs’ mission is to impact the lives of the world’s one billion adult smokers by eliminating combustible cigarettes. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.

We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career at one of the fastest growing companies is compelling, read on for more details.

Remote USA

ROLE AND RESPONSIBILITIES:

The company is in process of implementing a Device as a Service model for its end user computer fleet and is looking for a Senior Manager for its End User Computer Fleet, to implement processes and  procedures for the effective management of the computers deployed for end users, and apply best practices and ensure governance and ensure and availability of end user computer resources for the company, including:

a.      End user fleet inventory control,

1. Build, maintain and deprecate laptop, desktop, mobile devices and virtual desktop images.

c.      End user device policies, patch, updates, upgrades and security deployments

d.      Define and own policies, procedures and execute hardware refresh, update, decommission and termination.

e.      Define, implement and own Juul’s Device as a Service model, with the selected third party vendor.

This Senior Manager has ultimate accountability for ensuring Juul’s end users are equipped with end user computing equipment that will allow them to perform their functions at optimal levels, and ensuring the compliance, security and availability of end user computer equipment in partnership with the selected Device as a Service partner.

This Senior Manager will drive continuous improvement, ensure relevance of the services offered and evolve Juul’s end user fleet to match industry trends and technology advancements, with the highest levels of user satisfaction for the Company’s internal user base.

The Senior Manager will interact with other Juul teams, managed service partners and contracted vendors to:

• Manage Juul’s Device as a Service model
• Manage Juul’s end user fleet inventory
• Manage end user device policies, patch and security deployments
• Build, maintain and deprecate laptop, desktop, mobile devices and virtual desktop images.
• Execute hardware refresh, update, decommissioning and termination processes

The Senior Manager shall participate in IT global strategy planning activities bringing current knowledge and future vision of best practices, improvement and IT service transformations, providing leadership and support to other corporate functions within the Company, and across the broader corporate community.

Additionally, the Senior Manager will coach, mentor and provide people and career management to any team appointed to their function.

Reporting to the Sr. Director of Global Technology Services and empowered for this position for decision and direction definition, this Senior Manager will practice lateral leadership with a team of peers and collaborate with stakeholders, support teams and other company entities to complete the tasks assigned to their function.

Key aspect of the position include:

• Establish a robust Fleet Management model and governance framework to ensure consistency, availability, predictability, efficiency and quality of the implemented model.
• Establish a robust Device as a Service model based on the defined Fleet Management framework.
• Define and implement a comprehensive solution, policies and practices for end user device policies, patch and security deployments
• Develops overall roadmap for the continual evolution and improvement of the functions within their scope of influence, in alignment with corporate IT initiatives and needs.
• Develops delivery approach and articulates operational direction and priorities for Juul’s Fleet Management function.
• Develops and manages executive communications relevant to Juul’s Fleet Management function.
• Engages with peers, stakeholders, partners, and support teams, gaining trust and influence through effective communication, active listening, and the capability to work effectively in a unique culture and matrix-oriented environment.
• Leverage relationships with other corporate functions to identify needs and ensure Juul’s Fleet Management function meets those needs.
• Develops and implements a series of Key Performance Indicators and Service Level Agreements relevant to the functions within their scope of influence; adjusts KPI targets with other corporate teams.
• Leverage relationships with vendors, and external advisory groups, to define the strategic direction and effectively deliver major initiatives.

Education Requirements: 

• Bachelor’s Degree or equivalent relevant experience. (required)
• Area of Study / Degree: IT or Computer Engineer desired

Experience Requirements:

• 15+ years of progressive service delivery and program management,
• 10+ years of experience managing End User computer fleets
• Experienced in Fleet Management for end user devices including Windows, MacOS, iOS and Android operating systems.
• Experienced in the implementation of Fleet Management tools and solutions
• Experienced in the design and implementation of Device as a Service model, and definition of KPI, SLAs, customer experience indicators and continuous process improvement.
• Expert in the use of ServiceNow for service management, automation and service optimization.

 Competencies

• An expert level understanding of computer fleet management, end user service delivery
• An expert level understanding of Device as a Service and outsourced hardware lifecycle management.
• Technical hands-on mastery shell scripting and advanced configuration of Intune, Jamf and MDM packaging.
• Experience in continuous improvement and end user satisfaction optimization.
• Ability to work in a team environment and motivate others.
• Ability to influence and manage change effectively.
• Exceptional written communication skills.

JUUL LABS PERKS & BENEFITS:

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision benefits

Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. We will consider for employment qualified applicants with arrest and conviction records, pursuant to the San Francisco Fair Chance Ordinance. Juul Labs also complies with the employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Juul Labs in the US. #LI-remote