Principal Lead

The Principal Lead is a senior-level technical and managerial role responsible for the end-to-end service delivery, architectural governance, and operational integrity of the Apple ecosystem. This role shifts focus from tactical support to high-level service value streams, ensuring that specialized hardware/software deployments (e.g., Project TOW) align with the 99.9% Revenue Availability mandate and global service standards. II. Key Responsibilities: Service Delivery & Value Stream Ownership: Lead the delivery of IT services across the Apple ecosystem, ensuring compliance with strict SLAs and KPIs inherited from global-grade managed services frameworks. Optimize the end-to-end device lifecycle-from procurement and enrollment to deployment-eliminating "Coordination Tax" through refined operational processes. JAMF Architecture & Digital Workplace Strategy: Design and manage the JAMF/Apple Business Manager (ABM) environment, establishing automated enrollment and security guardrails. Architect enterprise-grade integrations for Apple devices with existing platforms, focusing on a seamless "Digital Workplace" experience. Regional Governance & Vendor Stewardship: Leverage experience in managing regional operations to oversee vendor performance and contract compliance for Apple-related services. Serve as the final escalation point for complex cross-tower technical issues (NetOps/SysOps/SecOps) within the Apple environment. Business Continuity & Risk Management: Lead the development of contingency and disaster recovery plans for the Apple TaskForce, ensuring business continuity during critical rollout phases. Enforce "Privacy by Design" standards in all support workflows, aligning technical operations with the DPO's compliance mandates.

Technical & Management Experience: 10+ years of experience in regional and enterprise IT operations, with a proven track record of leading managed services and cross-functional teams. Extensive background in infrastructure support, cloud applications, and deployment projects. Certifications & Education: Required: Currently pursuing or completed specialized JAMF training; proficiency in Apple MDM architecture. Required: ITIL 4 Foundation or a demonstrated history of implementing ITIL-based process improvements. Education: Bachelor's degree in Information Technology or Business Administration (dual-degree preferred) to support the hybrid managerial/technical nature of the role. Required: Google IT Support Professional Certificate, Cisco (CCNA level), and/or Business Analysis Essentials. Leadership Competencies: Recognized excellence in project delivery and incident management (e.g., industry-standard awards for disaster recovery or service excellence). Ability to translate technical data into "Executive Brief" formats for ManCom and provide strategic mentorship to the Apple TaskForce specialists.