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Technology Operations Product Owner - Endpoint Management - Associate

Role Summary

This role is responsible for the end-to-end operational success, service ownership, and product lifecycle management of the enterprise Endpoint Management ecosystem, including Microsoft Intune, Microsoft Configuration Manager (SCCM), Group Policy, Windows Applications, Windows Endpoints, Mobile Device Management (iOS and Android), macOS Device Management, Windows Server Update Services (WSUS), and Endpoint Security Governance.

The individual will serve as the operational authority and product owner for endpoint management services, ensuring platform stability, scalability, governance, compliance, security, user experience, and operational excellence across the enterprise device landscape.

The ideal candidate combines deep endpoint management expertise with operational leadership, product ownership, service management, analytics, vendor management, and workplace technology transformation experience. They must be capable of driving operational excellence, influencing engineering and architecture roadmaps, and partnering with business and technology leadership teams to modernize endpoint services while maintaining highly reliable, secure, and compliant endpoint environments.

Key Responsibilities

Product Ownership & Operational Leadership of Endpoint Management Platforms

• Own the end-to-end strategy, governance, and operational lifecycle of endpoint management platforms including Microsoft Intune, SCCM, Group Policy, Windows applications, mobile devices, macOS management, and WSUS, ensuring scalable, reliable, secure, and supportable service delivery.

• Serve as the accountable product and operational leader for endpoint management services by driving platform health, user experience, compliance, security posture, and business outcomes while aligning engineering, support, security, architecture, and business stakeholders to continuously evolve and improve the endpoint ecosystem.

Service Operations & Incident Management

• Lead major incident and outage management for endpoint management services, coordinating triage, escalation, communications, and cross-functional resolution efforts to minimize business disruption and restore services quickly.

• Leverage monitoring tools, endpoint telemetry, operational analytics, and device health insights to identify root causes, drive sustainable remediation efforts, and continuously improve endpoint reliability and performance.

Problem Management & Root Cause Analysis

• Own and drive problem management across endpoint platforms by analyzing recurring device, application, patching, policy, and compliance issues.

• Lead root cause investigations, maintain operational knowledge repositories and corrective action plans, and partner with engineering teams to implement lasting improvements that enhance endpoint stability, security, and user productivity.

Endpoint Experience Monitoring & Service Health

• Establish and optimize service health frameworks for endpoint management platforms by defining KPIs, SLIs, and SLOs.

• Implement proactive monitoring and observability solutions while leveraging analytics to improve device performance, application reliability, patch compliance, user satisfaction, and overall digital workplace experience.

Capacity Planning & Performance Management

• Drive capacity planning and operational readiness for endpoint management platforms by analyzing device growth, software deployment trends, patching requirements, and operational demand.

• Establish governance and scalability standards while proactively mitigating platform, licensing, infrastructure, and operational risks to support future growth and modernization initiatives.

Product Lifecycle, Change & Release Readiness

• Own change governance and operational readiness for endpoint management platforms by establishing release management standards, deployment validation processes, supportability requirements, and post-release monitoring.

• Ensure successful deployment and adoption of operating system upgrades, application releases, mobile platform updates, policy changes, and endpoint modernization initiatives.

Platform Subject Matter Expertise

• Serve as the principal endpoint management subject matter expert and escalation leader, providing strategic guidance and resolving complex endpoint-related issues.

• Influence product strategy, governance, architecture, and engineering roadmaps through operational insights and industry best practices to enhance endpoint reliability, security, manageability, and end-user productivity.

Software Deployment & Application Management

• Oversee enterprise application packaging, testing, deployment, lifecycle management, and retirement across Windows and macOS platforms.

• Establish governance and operational standards for application delivery while ensuring compatibility, security, user experience, and deployment success.

Device Compliance, Security & Patch Management

• Partner with Security, Infrastructure, and Risk teams to establish and maintain endpoint compliance standards, security baselines, configuration policies, and patch governance.

• Lead operational ownership of operating system updates, third-party patching processes, vulnerability remediation activities, and compliance reporting across Windows, mobile, and macOS environments.

Vendor & Partner Management

• Manage strategic vendor and partner relationships supporting endpoint management services by governing service delivery, SLAs, performance metrics, and accountability frameworks.

• Lead escalations and coordinate with vendors to ensure timely resolution of critical issues and achievement of operational commitments.

Operational Analytics & Executive Reporting

• Define and lead operational analytics and executive reporting for endpoint management services by developing device health scorecards, compliance metrics, patching dashboards, deployment success measurements, and operational performance reports.

• Deliver data-driven insights that inform strategic decisions, operational improvements, investment priorities, and roadmap planning while providing clear visibility to executive stakeholders.

Continuous Improvement, Automation & Modern Management

• Drive continuous improvement and operational excellence across endpoint services by leveraging automation, scripting, orchestration platforms, and modern management capabilities.

• Identify opportunities to reduce manual effort, improve endpoint security and compliance, accelerate issue resolution, and enhance the overall employee endpoint experience through automation and innovation.

Required Qualifications

Experience

• 5+ years of experience in Endpoint Management, Workplace Technology, End User Computing (EUC), Desktop Engineering, Device Management, or Infrastructure Operations.

• 3+ years of experience in product ownership, service ownership, operational leadership, or platform management roles.

• Experience managing large-scale enterprise endpoint environments supporting thousands of users and devices.

• Proven track record leading endpoint operations, technology modernization, incident management, compliance initiatives, and workplace technology transformation programs.

Technical Expertise

Strong knowledge of:

• Microsoft Intune

• Microsoft Endpoint Manager

• Microsoft Configuration Manager (SCCM/MECM)

• Windows Endpoint Management

• Windows Application Packaging and Deployment

• Group Policy Administration and Governance

• Mobile Device Management (iOS and Android)

• macOS Device Management

• Windows Server Update Services (WSUS)

• Endpoint Security and Compliance

• Operating System Deployment (OSD)

• Patch Management and Vulnerability Remediation

• Endpoint Monitoring and Analytics

• Microsoft Entra ID Device Integration

• Autopilot Provisioning and Modern Workplace Technologies

• PowerShell Automation and Scripting

• ITIL Service Management Practices

Leadership Skills

• Strong strategic thinking, product management, and operational planning capabilities.

• Experience influencing engineering, support, security, architecture, and leadership teams.

• Excellent executive communication and stakeholder management skills.

• Proven experience leading cross-functional initiatives within complex enterprise environments.

• Experience balancing endpoint security, governance, operational stability, user experience, and business value realization.

Preferred Qualifications

• ITIL Foundation or Advanced Certification.

• Microsoft Certified: Endpoint Administrator Associate.

• Microsoft Certified: Enterprise Administrator Expert.

• Experience supporting global endpoint environments with 10,000+ devices.

• Experience leading Intune modernization and SCCM-to-cloud transformation initiatives.

• Experience implementing Windows Autopilot and Zero Touch Provisioning solutions.

• Experience building executive scorecards, compliance reporting frameworks, and endpoint health monitoring programs.

• Experience leading enterprise endpoint transformation and modern workplace initiatives.