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Mobile & Devices Services - Service Manager



São Paulo, SP, Brazil
Posted on Saturday, November 18, 2023

Unilever is hiring a Mobile & Devices Services - Service Manager

Unilever is the global company behind powerhouse brands such as Dove, Persil and Magnum. The Unilever corporate strategy (The Compass) sets out an ambitious growth and sustainability objective for Unilever.

Technology in Unilever touches every part of our organisation, enabling our business to move faster and with more confidence than ever before. As the pace of business gets faster, and as consumer behaviours evolve more rapidly, technology is the way we create competitive advantage for Unilever.

Technology Services is the UniOps IT function that leads and operates the foundational and employee facing IT services. This includes Cloud Hosting, Networks, Collaboration Services, Identity and Access Mgmt, Mobile & Device Services, Data Mgmt Platforms etc. Its purpose for the foreseeable future is to lead the move to the cloud and to design and deliver the core technology that underpins a modern digital employee / workplace experience.

The Mobile & Device Services – Service Manager has a critical role within the Service Line, managing and supporting key technologies which are used by our employees around the world. You will be accountable for supporting the Global Service Management team in the operation and improvements across Mobile connectivity, Tablets, Apple MacBooks, Mobile Device Management and Augmented Reality services.

Role Purpose

  • Managing continual improvements, issues, escalations, and problems across our Mobile, Tablet, Apple MacBook and Mobile Device Management service offerings.

  • Maintaining the standards, eligibility and policies governing device access and usage across MacBooks, Mobiles and Tablet services.

  • Supplier and 3rd party support engagement, managing service reviews, owning problem and service improvement initiatives.

  • Supporting our wider Client OS, Core App updates and deployments, ensuring our applications and services across the estate are kept current, secure and up to date.

  • Reporting on and ensuring our services meet or exceed the appropriate KPIs and XLAs

  • Foster close relationships across Technology Services, In-Market IT & Platform Teams to ensure tight integration to land change, manage issues and drive improvements.

  • Adopting a culture of continuous service improvement through Lean and Agile principles.


  • Operational Management

    • Supports the service acceptance process for the introduction of new services or changes and establishes a defined, stable BAU service.

    • Monitors and controls service levels.

    • Defines and reports on Service KPIs

    • Manages risks and issues for services.

    • Manages escalations from the client and supplier.

  • Service Ownership

    • Has a deep understanding of the responsible services.

    • Acts as an escalation point for any process failures or exceptions for their service

    • Drives process improvements.

    • Is responsible for identifying, prioritising, and resolving service failures and deficiencies.

    • Acts as an authority on the service where this is required by the process.

    • Drives continuous improvement of their service

  • Service Provider Management

    • Conduct regular performance reviews, holding both the supplier and the client accountable for their part in successful service delivery

    • Identifies continuous improvement opportunities and drive performance and cost improvement from the service provider

    • Supports any contractual change request process with the supplier, taking into account local regulatory, legal and business demands.

    • Identifies and drives cost savings and efficiencies.

    • Review monthly service metrics at a global / regional level.

  • Change Management

    • Identify together with country/ regional representatives needs for change according to business requirements

    • Is the advocate for improvement and change.

    • Manage internal client/ stakeholder expectations and align to Unilever’s global process model

    • Identify opportunities to improve understanding and adoption of the services and work with local IT teams and the business to develop and implement plans to address.

    • Participate in country/global transition and transformation projects.

All About You

  • Has previous exposure of ITIL best practices at Unilever or similar organisation, working in service management/ delivery and working with external support relationships.

  • Proven experience of delivering change in user experience with particular focus on developing consumer like service offerings.

  • Is familiar with all aspects of Service Management and has a passion for improving the user experience.

  • You will be detailed, with a technical background, with experience managing device and application services.

  • You will have demonstrated skills in communication (oral, written, presentation), analysis, problem solving and short term and long-term planning.

  • Articulate and good communicator with the ability to communicate technical issues in an easy-to-understand way.

  • Good knowledge of technology services including enterprise computing, cloud, end user computing, networks, communication services, identity and access management.

  • Results oriented with the ability to maintain focus on objectives in a multi-task demanding environment.

Why Unilever?

Unilever is the place where you can bring your purpose to life with the work you do – creating a better business and a better world. You'll work on brands that are loved and that improve the lives of our consumers and the communities around us. You'll lead innovations, big and small, that will grow our business and win. You will learn from brilliant leaders and colleagues who provide guidance and inspiration so you can become a better person.

Note: Unilever embraces Diversity and encourages candidates from all walks of life! We are committed to making appropriate adjustments to provide a positive and barrier-free recruitment journey. If you need any support to complete your application or any subsequent steps along your recruitment journey here at Unilever, please specify how we can help you.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.