UEM Service Manager

Job description

Accountabilities: Lead and coordinate the end-to-end delivery and continuous improvement of Unified Endpoint Management (UEM) services across the full service lifecycle. Ensure service accountability within agile Scrum and DevOps environments, supporting global and North America-focused operations. Define, monitor, and analyze key service metrics including SLA compliance, KPIs, cost efficiency, capacity, security, and business continuity. Ensure adherence to ITIL-based service management frameworks and global IT standards. Drive continuous improvement initiatives focused on service quality, optimization, and operational efficiency. Act as escalation point and service complaint manager, supporting resolution of complex incidents and service issues. Manage relationships with third-party vendors and service providers, ensuring performance and contractual compliance. Design, evolve, and optimize UEM service components across a distributed and matrixed organization. Requirements: Strong experience in IT Service Management with solid knowledge of the ITIL framework. Proven background in SLA management, KPI governance, and service performance metrics (including NPS). Experience in vendor and third-party service provider management. Fundamental knowledge of ServiceNow or similar ITSM platforms. Understanding of Windows, iOS, and Android operating systems in enterprise environments. Knowledge of Microsoft Intune and modern endpoint deployment and management approaches. Familiarity with Microsoft 365 ecosystem and integrations. Experience working in global enterprise environments supporting workplace, mobility, or endpoint services. Strong communication skills with ability to explain complex technical topics clearly in English. Ability to operate effectively in agile and DevOps-driven organizations. Bachelor’s degree in IT, Computer Science, Engineering, or related field, or equivalent professional experience. Benefits: Remote work model. Contractor (PJ) engagement format. Opportunity to work in a global, multicultural enterprise environment. Exposure to large-scale workplace and mobility service operations across international teams. Collaboration with agile and DevOps-oriented teams. Professional experience in a high-impact, service-critical IT domain. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is posted by Jobgether on behalf of a partner company. We are currently looking for a UEM Service Manager in Brazil. This role is responsible for end-to-end management of Unified Endpoint Management services within a complex, global enterprise environment. You will ensure the stability, security, and continuous improvement of workplace and mobility services that support thousands of users across international operations. Working in an agile DevOps setup, you will act as the key accountable owner for service quality, performance, and cost efficiency. The position requires strong coordination across internal teams, vendors, and stakeholders, with a focus on North American operations. You will play a central role in defining KPIs, managing SLAs, and ensuring compliance with global IT standards. This is a highly collaborative and strategic service management role, combining operational excellence with continuous improvement and customer-centric delivery.