Keeping IT Simple Since 1988.
UEM Service Manager
Location
Brazil
Posted
6 days ago
Salary
0
Seniority
Senior
Job Description
UEM Service Manager
Keep IT Simple
• Responsible for the end-to-end service management of the Unified Endpoint Management (UEM) services. • Operates within an agile DevOps environment and ensures high-quality, secure, and cost-effective workplace mobility services across a complex matrix organization. • Coordinate, monitor, and continuously improve UEM service delivery across the full service lifecycle; • Ensure end-to-end accountability for UEM services within agile Scrum and DevOps teams, focusing on North America; • Define, monitor, and analyze service KPIs including cost, quality, capacity, business continuity, and IT security; • Ensure compliance with global IT standards, processes, and service management frameworks; • Drive continuous service improvement aligned with ITIL best practices and cost optimization; • Act as escalation and complaint manager, supporting and consulting on related projects; • Design and evolve UEM service components across the matrix organization; • Manage and steer third-party suppliers and operational service providers.
Job Requirements
- Strong experience with ITIL framework and IT Service Management;
- Solid understanding of SLA management, KPI governance, and NPS metrics;
- Experience in provider and vendor management;
- Fundamental knowledge of ServiceNow;
- Knowledge of Windows OS and mobile operating systems such as iOS and Android;
- Fundamental knowledge of Microsoft Intune and modern deployment approaches;
- Knowledge of Microsoft 365 products and integrations;
- Fluent English with ability to explain complex topics clearly.
- Proven experience in IT Service Management roles within global or enterprise environments, preferably supporting workplace, mobility, or endpoint services in agile and DevOps contexts.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.
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