*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*:
*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
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