End User Services Manager

**BAT MEXICO** **IS LOOKING FOR AN END USER SERVICES MANAGER**

**ROLE PROFILE**

**JOB TITLE**:END USER SERVICES MANAGER

**FUNCTION**:IDT END USER SERVICES

**CITY & COUNTRY**:MONTERREY, MEXICO

**ROLE SUMMARY**

**What are the key objectives and expectations from this role?**

This role is accountable to run day-to-day service operations for Managed Workplace services under Global End User Services. This encompasses leading day-to-day operational issues across end markets in the region and working together with the service providers to deliver against agreed SLAs. The role also ensures that all relevant processes associated with the service operations adhere to global IT standards / security policies, procedures and controls.

**What is the direct impact of this role on the team or organization?**

Single point of contact for the AMSSA region for all Workplace Technology services under the Global End User Services.

**Reports to**:Local IDT Services Manager with dotted line to Global Workplace Technology Manager

**ACCOUNTABILITIES**
- Service management across EUS workplace technology solutions below, which includes understanding of overall business process, system capabilities and configuration.
- Enterprise Mobility & Security (EMS), Microsoft Intune services
- Windows 10
- Microsoft 365 Endpoint Management services
- Application packaging, lifecycle management and software deployment services
- Virtualization Desktop Infrastructure services
- Lotus Notes services
- Act as single point of contact for EUS Workplace Technology for the region and lead all queries, concerns and issues from the region.
- Deliver required outcomes for projects and other change activities, including supporting all global initiatives and ensuring they are implemented in the region. Ensures that appropriate changes are assessed for their impact on service levels
- Relationship management of outsourced providers, ensuring SLAs are adhered to and that appropriate quality control processes are in place.
- Maintain regular review process with global suppliers which includes service improvement initiatives, IT Security compliance, Service Levels and targets, agree with appropriate actions to maintain / improve user experience.
- Help drive Service Improvement Plans as part of continuous service improvement.

**EXPERIENCE, SKILLS, KNOWLEDGE**

**ESSENTIAL**

**Experience Required**
- Degree in an IT Services environment and /or business facing IT role.
- Excellent English written and verbal skills.
- Experience in large global organization using in-sourced and out-sourced IT services and a good solid grasp of the management of global services
- Validated IT operations, supplier management and service line management experience

**Technical / Functional / Leadership Skills Required**
- Good technical or functional knowledge of
- Microsoft O365 platform, O365 Online services, Exchange Online, SharePoint Online, Teams and security aspect
- Enterprise Mobility & Security (EMS), Microsoft Intune
- Windows 10
- Microsoft 365 Endpoint Management
- Application packaging, lifecycle management and software deployment
- Virtualization Desktop Infrastructure
- Ability to work under stress, handle stressful situations in a calm manner
- The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical guides, process owners - to articulate and remedy service level issues
- A good understanding of the organization’s business and how IT supplies to it
- Innovative thinking with service quality, and its improvement, within limits of costs and business direction
- Proven sense of personal accountability regarding self-initiatives, and decision-making.
- Excellent time management and organizational skills and experience establishing guidelines in these areas for others.
- Experience in relationship management and business team member engagement, with strong written and verbal communication skills
- Experience working in a high-level collaborative environment and promoting a partnership mentality
- Leadership and people management to ensure effective ways of working.

**BENEFICIAL***
- Experience in project management
- ITIL service management certification