The UEM Service Manager is responsible for the end-to-end service management of the Unified Endpoint
Management (UEM) services, including Allianz Mobile Client (AMC) and Enterprise Mobility Services (EMS), with primary focus on the North America region. The role operates within an agile DevOps environment and ensures high-quality, secure, and cost-effective workplace mobility services across a complex matrix organization.
Key Responsibilities
• 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.
Required Qualifications and Skills
• 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.
Experience Requirements
Proven experience in IT Service Management roles within global or enterprise environments, preferably supporting workplace, mobility, or endpoint services in agile and DevOps contexts.
Education
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent
professional experience.
Working Model and Collaboration
Brazil-based role supporting North America stakeholders, working closely with international teams, suppliers, and internal business partners across multiple time zones.