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End User Services Eus

hace 2 semanas

Cuauhtémoc, México Selectum A tiempo completo

**Job Title: End User Services EUS / EUC Manager**

**Location**: Mexico City
**Salary Range**: $55,500 - $78,500 MXN gross monthly
**Work Modality**: Hybrid (with telework allowance)

**Compensation & Benefits**:

- **Base Salary**: $55,500 - $78,500 MXN/month (gross)
- **Vacation Days**: 12 days the first year, increasing by 2 days annually for the next 4 years
- **Vacation Bonus**: 30% of base salary
- **Year-End Bonus (Aguinaldo)**: Equivalent to 18 days of salary
- **Profit Sharing (PTU)**:

- **Punctuality and Attendance Bonuses**: Each up to 10% of gross salary
- **Food Vouchers**: $1,089.78 MXN/month (approx.)
- **Restaurant Tickets**: $1,500.00 MXN/month
- **Telework Allowance**: $50.00 MXN/month (approx.)
- **Life Insurance**:

- **Opportunities for growth and learning in a global environment**

**Position Overview**:
**Key Responsibilities**:

- Lead the operation and performance of end-user services including Service Desk, VIP Support, Mobile, Asset Management, Print Services, Multimedia, and Virtualization.
- Manage vendor relationships, service contracts, and performance metrics (SLA/KPI).
- Develop and maintain the IT asset lifecycle, ensuring compliance with internal controls and security policies.
- Act as the local liaison to global and regional IT teams; represent local needs and ensure adherence to global standards.
- Drive digital workplace innovation, automation, and employee experience improvements.
- Oversee service continuity, problem resolution, escalations, and proactive communication for any major incidents or service changes.
- Maintain and publish service catalogs and knowledge bases; ensure complete documentation and audit readiness.
- Provide strategic guidance to senior management, aligning IT services to business goals and driving technology optimization.
- Own budgeting, expense management, performance planning, and regulatory compliance activities for the EUS function.
- Lead, coach, and develop a multidisciplinary team including coordinators and project managers.

**Qualifications**:

- Bachelor's degree in Computer Science, Information Systems, or related field.
- Minimum 5 years of experience in IT service management or a similar leadership role.
- Strong knowledge of ITIL, DevOps, and Agile (SAFe/SCRUM) methodologies. PMP certification is a plus.
- Proficient in ServiceNow (BAU operations, reporting, dashboards).
- Experience managing offshore teams, vendors, and complex IT environments.
- Strong communication, problem-solving, leadership, and negotiation skills.
- Fluent in English (written and spoken).
- Previous experience in highly regulated industries (insurance, financial services) is desirable.

**Leadership Competencies**:

- Drives Results
- Thinks Strategically
- Motivates People
- Focuses on Customers
- Creates Partnerships
- Grows Talent

Tipo de puesto: Tiempo completo

Sueldo: $55,000.00 - $78,000.00 al mes

Beneficios:

- Aumentos salariales
- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa
- Vales de restaurante

Pago complementario:

- Bono de asistencia
- Bono de productividad
- Bono de puntualidad

Tipo de jornada:

- Turno de 8 horas

Lugar de trabajo: remoto híbrido en 06500, Cuauhtémoc, CDMX