UEM Service Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee, track, and enhance UEM service delivery throughout the entire service lifecycle.

• Guarantee comprehensive accountability for UEM services within agile Scrum and DevOps teams, concentrating on North America.

• Establish, track, and evaluate service KPIs encompassing cost, quality, capacity, business continuity, and IT security.

• Ensure adherence to global IT standards, processes, and service management frameworks.

• Propel continuous service enhancement in accordance with ITIL best practices and cost efficiency.

• Serve as the escalation and complaint manager, providing support and consultation on associated projects.

• Design and refine UEM service components across the matrix organization.

• Manage and direct third-party suppliers and operational service providers.

⛳️ Requirements

• Extensive experience with the ITIL framework and IT Service Management.

• Strong understanding of SLA management, KPI governance, and NPS metrics.

• Experience in managing providers and vendors.

• Basic knowledge of ServiceNow.

• Familiarity with Windows OS and mobile operating systems such as iOS and Android.

• Basic knowledge of Microsoft Intune and modern deployment methodologies.

• Understanding of Microsoft 365 products and their integrations.

• Proficient in English with the capability to clearly explain complex subjects.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to support work-life balance.

• Collaborative and inclusive company culture.