UEM Service Manager

Role Overview

• 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, with focus 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.

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.

Tech Stack

• Android
• iOS
• ITSM
• ServiceNow