Manager, Device Services & End User Computing

At IAG,  we ’re  ready for you.  We're  the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their  ambitions  and making insurance accessible.

In this role you will be pivotal to how around 15,000 IAG colleagues across Australia and New Zealand work every day. You will own the physical and mobile device fleet end to end: Mac, mobile and Windows client hardware, mobile telephones and tablets, mobile carriage (including LEO satellite carriage for remote coverage), managed print with follow-me, and the procurement, asset management, build, distribution and recovery operations that keep that fleet moving.

You will work closely with the teams that run the operating systems and the management platforms, and you hold the outcome together. Deep technical knowledge is essential. This role is hands-on with the technology, not just the product. The domain is changing quickly: print is moving to cloud-native follow-me, and hardware supply pressure is reshaping vendor strategy. You willrun the fleet day to day, keep it fit for purpose and help land those transitions.

As a manager, you are accountable for the performance, capability and wellbeing of a technical team spanning device lifecycle, mobile devices and print. That means setting direction and priorities, coaching and developing engineers, managing performance and career growth, shaping the team's mix of skills as the domain evolves, and building an inclusive, high-trust culture where people do their best work. Leading the team well is inseparable from leading the domain well. The two go together. The team acts quickly, works across boundaries and changes its mind when someone has a better idea.

This is a full time permanent opportunity based in Gadigal Country (Sydney) or Naarm (Melbourne)

What You'll Do

Technology accountabilities

- Work with your team to deliver end to end device, mobile, print and hardware experiences for customers, colleagues and partners, that are more secure, robust and scalable than ever before, and deliver them at pace.

- Lead a team of technical people and delivery partners and inspire them to deliver exceptional outcomes across device lifecycle, mobile devices and print.

- Coach and develop the team: set performance and development goals, hold regular 1:1 conversations, and manage workload, quality and throughput.

- Bring deep technical knowledge and thought leadership in Apple hardware, mobile devices and mobile carriage (including LEO satellite carriage), managed print with follow-me, and Windows client hardware, to support planning and execution of the domain's strategic priorities, operating model and business plan.

- Own device procurement, asset management, build, distribution and recovery across the Mac, mobile and Windows hardware fleets, including standards, forecasting, logistics partners, joiner/mover/leaver flows and secure disposal.

- Own the shift to intelligent operations for the device lifecycle: data-driven, observable, self-healing, increased automation and AIOps-enabled. You are accountable for progress against that shift.

- Manage the end-to-end lifecycle of your products, plan for future change, enable programs and manage delivery across IAG.

Business Engagement

- Act as the voice of the customer to ensure that all decisions tie back to customer needs.

- Develop and maintain a deep understanding of the customer needs and value derived from the products, through engagement and customer feedback

- Deliver products that meet business requirements and iterate to ensure the business extracts high levels of value. Conversely, deprecate and EOL products that no longer meet business needs

- Establish and maintain relationships with key business and partner stakeholders. Facilitate and drive alignment on key product features

- Be the evangelist for your products and services and ensure documentation and service catalogues are up to date, and be a point of contact for your services internally

- Provide cost and capability transparency when the business is consuming device, mobile, print or hardware services from Technology & Operations.

- Help the business plan and budget for future product enhancements and hardware refresh cycles

- Help the business understand how to adjust to anticipated technology or product changes

Product Operations and Execution

- Operate the device lifecycle domain to intelligent-operations standards: data-driven, observable, self-healing, AIOps-enabled, and drive continual improvement of that operating model as a first-order accountability.

- Perform industry analysis and competitor assessments to stay current with emerging Apple, WIndows, mobile, print and hardware trends and best practice.

- Execute and maintain product roadmaps, including timelines for technology adoption, refresh and retirement, including evergreen refresh of Mac, mobile and Windows hardware fleets

- Evaluate and identify new product capabilities and adjustments in offerings by analysing and aligning to business and partner objectives.

- Generate innovative solutions to real customer and colleague problems in the Mac, mobile, print and Windows hardware space, working within a team to deliver value.

- Work with stakeholders to test assumptions in cost-effective ways before committing.

- Use telemetry, observability and AIOps tooling to shift-left support effort, reduce toil, and cut mean-time-to-detect and mean-time-to-restore

- Utilise DEM tools to monitor, maintain and enhance device performance driving improvement in SOE, Agent and Application performance to benefit customers

- Run device build, distribution and recovery operations at scale, including standards, imaging/zero-touch provisioning, dispatch, returns and secure wipe/disposal, with the operational SLAs to match

- Maintain accurate asset data across the fleet lifecycle and use it to drive procurement forecasting, refresh planning, cost recovery and audit assurance.

- Holistically measure and manage the long-term strengths and risks of vendor and partner relationships (Apple, Jamf, Microsoft/Intune, HP, Dell, Optus, Telstra, Spark, One, SKTes, Ethans and LEO satellite carrier(s), print and logistics partners).

- Drive high-quality change management for services that are business-critical to every IAG colleague.

Financial Management

- Manage IT product budgets based on understanding of industry benchmarks, business partner demand patterns and cost reduction goals.

- Manage a P&L for your product area, forecast effectively, develop and execute strategies to deliver to targets and continually optimise.

- Lead procurement strategy and commercial negotiation across Mac, mobile and Windows hardware, carriage and print, in collaboration with IAG procurement, legal and commerce teams, and hold vendors to commercial and performance commitments.

What  you ’ll  bring

Skills

Knowledge & Experience

- 5+ years in technology business or product management, with end-to-end service ownership responsibility

- Deep technical knowledge of device hardware and lifecycle is essential: hands-on with enterprise device fleets, for example Apple hardware, mobile devices and Windows client hardware lifecycle. Depth in mobile carriage (including LEO satellite carriage) and managed print with follow-me (cloud-native print solutions) is desirable

- Demonstrated experience in device procurement, asset management, build, distribution and recovery operations at enterprise scale, including logistics partner management

- Demonstrated experience driving intelligent operations / AIOps outcomes: observability, telemetry, automated remediation, shift-left of support effort

- Working knowledge of AI applied to endpoint management (endpoint analytics, proactive remediation, agent-based automation), or demonstrated ability to get up the curve quickly

- Experience managing a significant product P&L or budget, including hardware procurement spend

- Technical expertise, either a relevant tertiary qualification or comparable hands-on engineering experience

- People leadership experience: coaching, performance management, development and workload allocation for a technical team

- Direct experience in vendor management, commercial negotiation and third-party performance management (for example Apple, HP, Dell, Optus or Telstra, Spark, One, LEO satellite carriers, print and logistics partners)

- Experience reporting to and developing relationships with stakeholders at all levels

- Tracking and synthesis of product and industry trends, short and long term

- Root cause analysis and process optimisation

- Facilitation skills

- Financial services background / experience desirable

- A working knowledge of design thinking

Characteristics

- Independent and creative thinking

- Ability to range from detail to ‘big picture’ and technical to business contexts

- Tests assumptions cheaply before committing

- Works across partner teams without needing to own every step

- Excellent written, verbal and presentation communication skills to articulate complex technical solutions and concepts to a wide variety of stakeholders

- Develops people and shares context so others succeed

- Technically credible: comfortable going deep into the platform with engineers and vendors, not just riding on top of it.

Qualifications

- Tertiary qualification in Computing or a related field, or equivalent experience

What We Offer

- Boosted superannuation with 13% as standard.

- 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).

- Work from home and many more flexibility options with myFlex.

- Up to 50% off personal insurance, including home and motor insurance.

- Partner discounts on private health insurance, tech & appliances, and many more.

- Industry-leading 20 weeks paid parental leave.

- Access to LinkedIn Learning, the award-winning IAG Academy, and study assistance .

*employment type eligibility criteria apply

Applications close:  Sunday  18 October  2026  11:59PM AEDT

Adjustments and Support

If you require any support or adjustments to  participate  equitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation.

More About Us

As part of IAG  you'll  enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.  That ’s  not just words.  It ’s  our people promise.  We're  ready for you with unexpected opportunities for your career, your work-life  and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and  culture, and  are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.