UEM Service Manager

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

📋 Description

• Accountable for the comprehensive management of Unified Endpoint Management (UEM) services.

• Functions within an agile DevOps setting, ensuring high-quality, secure, and cost-effective workplace mobility services throughout a complex matrix organization.

• Coordinate, oversee, and continuously enhance UEM service delivery across the entire service lifecycle;

• Maintain end-to-end responsibility for UEM services within agile Scrum and DevOps teams, with a focus on North America;

• Define, track, and evaluate service KPIs including cost, quality, capacity, business continuity, and IT security;

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

• Propel continuous service improvement in accordance with ITIL best practices and cost optimization;

• Serve as escalation and complaint manager, providing support and consultation on related projects;

• Design and develop UEM service components throughout 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 understanding of Microsoft Intune and modern deployment strategies;

• Knowledge of Microsoft 365 products and their integrations;

• Proficient in English with the ability to communicate complex topics clearly.

• Demonstrated experience in IT Service Management roles within global or enterprise environments, ideally supporting workplace, mobility, or endpoint services in agile and DevOps settings.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements and work-life balance initiatives.