Keep IT Simple logo
Keep IT Simple

Keeping IT Simple Since 1988.

UEM Service Manager

ManagerManagerFull TimeRemoteSeniorTeam 11-50Since 1988H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

6 days ago

Salary

0

Seniority

Senior

Bachelor DegreePortugueseAndroidiOSITSMServiceNow

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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