Job Title: End User Services EUS / EUC Coordinator
Location: Mexico City
Salary Range: $55,500 – $78,500 MXN gross monthly
Work Modality: Hybrid (with telework allowance)
Compensation & Benefits:
- Base Salary: $45000 – $55,000MXN/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:
We are seeking an experienced and strategic End-User Services Manager to lead the delivery, optimization, and governance of end-user IT services that support thousands of employees across our organization. This role is responsible for managing multiple service domains including service desk, VIP and mobile support, asset management, printing, multimedia, virtualization, and more. The ideal candidate will drive continuous service improvement, ensure a high-quality digital experience, and align services with both local business needs and global IT standards.
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 3 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: $50,000.00 - $55,000.00 al mes
Beneficios:
- Aumentos salariales
- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa
- Vales de restaurante
Lugar de trabajo: remoto híbrido en 06500, Cuauhtémoc, CDMX