Sr Service Manager – Digital Workplace & Field Services

Job Title: Sr Service Manager - Digital Workplace & Field Services 

Key attributes to feature in the job posting: 

1. Technical Service Ownership of Modern Endpoint Services: Serve as the on-site single point of contact and technical service owner for endpoint management (SCCM/MECM, Intune, JAMF), M365 collaboration, Confluence, Citrix virtual workplace, and vulnerability management, accountable for SLAs and service health. 

2. Governance & Operational Readiness Leadership: Define and run ITIL-based governance (reporting, metrics, risk, controls, SOPs) across endpoint and Field Services, driving patch and vulnerability compliance, continuous improvement, automation, and AI-enabled service enhancements. 

Who We Are 

Founded in 1987, Stefanini helps midsize, large and global enterprises increase the efficiency of their IT operations while leveraging technology to empower their businesses. Our offerings include IT Infrastructure Outsourcing, End-User Computing, Application Managed Services, and Mainframe Modernization, with solutions spanning automation, cloud, IoT, UX, and AI alongside service desk, field service, and BPO. We have over 30,000 employees across 77 offices in 41 countries. 

Job Description 

This on-site Technical Service Manager role leads Modern Endpoint and Digital Workplace services for a key strategic client, combined with oversight of the Field Services teams and vendors that support the client's operations across multiple regions. You will be the single point of contact and technical service owner for endpoint management (SCCM/MECM, Microsoft Intune, JAMF), M365 collaboration, Confluence, Citrix virtual workplace, and vulnerability management, ensuring operational readiness, security compliance, and an excellent end-user experience. In this blended role, you will connect technical service ownership with hands-on Field Services delivery, so that endpoint, collaboration, and security outcomes are carried out on the ground through on-site deskside support, hardware lifecycle, and site services. Working closely with client stakeholders, the Business Unit Leader, and the Client Success Director, you will drive program strategy, ensure operational readiness, own governance and service quality, and lead continuous improvement and innovation. This position requires strong attention to detail, technical breadth across the digital workplace, and excellent interpersonal skills. 

Key Responsibilities 

Modern Endpoint & Digital Workplace Services 

• Serve as technical service owner for Modern Endpoint services across Windows, macOS, and mobile devices 
• Oversee endpoint management platforms: SCCM/MECM, Microsoft Intune (including Autopilot and co-management), and JAMF for Apple devices 
• Govern OS deployment, application packaging and distribution, patching, configuration baselines, and device compliance 
• Oversee M365 collaboration services (Teams, Exchange Online, SharePoint, OneDrive) and Confluence/Atlassian collaboration platforms 
• Manage Citrix Virtual Workplace (Virtual Apps and Desktops/VDI) service health, capacity, and user experience 
• Own vulnerability management for the endpoint estate: drive remediation, patch SLAs, and compliance reporting with Security teams (e.g., Tenable, Qualys, CrowdStrike, Defender) 
• Align the client environment with the Microsoft Evergreen roadmap and plan platform upgrades and migrations (e.g., SCCM to Intune) 
• Track endpoint KPIs (compliance, patch currency, deployment success, device health) and report to client leadership 

Field Services Delivery & On-Site Support 

• Lead on-site and regional Field Services teams delivering deskside support, break/fix, and IMAC (install, move, add, change) activities 
• Oversee dispatch, ticket routing, and work-order management to meet response and resolution SLAs across sites 
• Manage Tech Bar / walk-up support, smart lockers, loaner pools, and VIP / executive support services 
• Coordinate hardware lifecycle: device provisioning, imaging, deployment, refresh, and secure disposal (including data sanitization) 
• Govern IT asset management in the field: inventory accuracy, stockroom controls, and asset lifecycle tracking in the CMDB 
• Lead site readiness for office openings, moves, closures, and large-scale refresh or migration projects 
• Monitor field performance metrics (first-time fix rate, SLA attainment, backlog, CSAT) and drive corrective actions 

Integrating Field Services with Technical Service Management 

• Translate endpoint and security priorities into field execution plans (e.g., on-site remediation of non-compliant or unpatched devices) 
• Use Intune, Autopilot, SCCM/MECM, and JAMF to enable zero-touch provisioning and reduce on-site effort and costs 
• Coordinate Field Services with Service Desk, Endpoint Engineering, Security, and Citrix/VDI teams for seamless incident and change execution 
• Use device health and monitoring data to plan proactive field visits and hardware replacement before failures occur 
• Ensure field technicians are trained and certified on current endpoint platforms, tools, and SOPs 
• Make sure field-driven changes follow change management and security controls 
• Report combined endpoint and field service performance to client leadership in a single governance view 

Client Relationship & Service Delivery 

• Act as on-site Single Point of Contact (SPOC) for the client and senior-level stakeholders 
• Own day-to-day delivery of Field Services supporting the client's operations across multiple regions 
• Set the strategic direction of the program and manage to scope of work and change of scope 
• Be accountable for Service Level Agreements (SLAs) and other contractual deliverables 
• Manage customer expectations; ensure clarity of delivery commitments and prioritize to maximize value 
• Own, investigate, and follow up on high-level escalations 
• Chair internal and client-facing service delivery meetings; develop and deliver management-level presentations 

Governance, Risk & Operational Readiness 

• Define and maintain ongoing governance: reporting, monitoring, escalation, and controls 
• Design, implement, and monitor ITIL processes (incident, request, change, problem management) 
• Manage issues and risks across all service components; maintain risk matrices, dependencies, and timelines 
• Define and write policies, controls, and SOPs per client needs and oversee implementation 
• Define objectives and metrics; collect and analyze data to guide decision-making 
• Conduct ticket audits, negative survey follow-ups, and other quality initiatives 
• Address bottlenecks and balance security and business needs against team or technology constraints 

Continuous Improvement & Innovation 

• Sponsor and drive improvement activities; mature internal processes so teams deliver early and often 
• Champion innovation and transformation, including automation, AI, and IT health monitoring tools 
• Lead focus groups to improve processes and procedures; implement best business practices 
• Identify opportunities to expand service offerings and support new business opportunities 

Financial & Vendor Management 

• Manage program financials to budget 
• Assist with monthly client invoices; reconcile and approve vendor invoices 
• Secure and manage 3rd-party vendor resources 

People Leadership 

• Hire Stefanini employees; establish expectations and provide leadership, direction, and coaching 
• Drive cross-team efforts; remove impediments and shield teams from external interruptions 
• Conduct one-on-ones and performance reviews; leverage recognition programs 
• Create a cohesive team environment through consistent management 
• Aid in corporate initiatives and perform other duties as assigned 

Requirements 

• 7+ years of professional IT experience, including technical service management of Modern Endpoint and Digital Workplace services 
• Hands-on or service-ownership experience with SCCM/MECM, Microsoft Intune, and JAMF 
• Experience supporting M365 collaboration, Confluence, and Citrix virtual workplace environments 
• Experience running vulnerability management and patch compliance programs for endpoint environments 
• 5+ years managing Field Services teams, including deskside support, dispatch, IMAC, and hardware lifecycle 
• Experience managing multi-site field operations and third-party field vendors to SLAs 
• Familiarity with ITSM and field service tools (e.g., ServiceNow, CMDB, asset management systems) 
• Experience managing teams supporting multi-region or multi-country operations is a plus 
• Experience designing, implementing, and running ITIL core processes 
• Financial management experience (budgets, invoicing, vendor reconciliation) 
• In-depth understanding of IT industry dynamics and service delivery processes 
• Knowledge of security and governance frameworks (ISO/IEC 27001, ITIL, COBIT); ability to communicate IT risk to business and technical audiences 
• Willingness to embrace innovative tools such as AI, automation, and IT health monitoring 
• Critical thinking, problem-solving, and prioritization skills; calm and effective under pressure and ambiguity 
• Superior verbal, written, and presentation skills; proficient in Excel and PowerPoint 
• Ability to manage strategically and at a detailed level; high integrity with confidential matters 
• Valid driver's license required 

Technical Competencies (General Understanding) 

• Windows and Linux operating environments 
• Virtualization and infrastructure (VMware, Citrix, NetApp, Rubrik, Azure File Sync) 
• Networking and network security (Cisco, Fortinet, DNS, load balancing) 
• Security tools (Splunk SIEM, CrowdStrike EDR, AV, firewalls) and IAM (Active Directory, Archer GRC) 
• Hybrid cloud (Azure) monitoring, storage, backup, and migration 
• Modern endpoint management: SCCM/MECM, Intune, Autopilot, JAMF, OS deployment, and application packaging 
• Citrix Virtual Apps and Desktops / VDI 
• Vulnerability management and patching tools (Tenable, Qualys, Microsoft Defender, CrowdStrike) 
• M365 collaboration (Exchange, SharePoint, Teams, OneDrive) and Confluence/Atlassian 
• IT asset and order management lifecycle 
• Automation (RPA, Ansible) and AI concepts for service delivery 

Preferred 

• 3+ years of technical project management experience 
• PMP, Prince2, or Agile certification 
• Microsoft certifications (e.g., Endpoint Administrator, M365), JAMF, Citrix, or ITIL certification 

What You'll Get 

• Work with people who exhibit commitment to the client, leadership by example, respect for people, courage to innovate, and humbleness to learn 
• Comprehensive benefits including 401(k), paid time off, tuition reimbursement, medical, dental, and vision insurance 
• Professional development through Stefanini University eLearning and virtual training 

Why We're Different 

• Brazilian and privately owned company 
• Agility, flexibility, and innovation are in our DNA 
• Flat organizational structure enabling faster communication and decision making 

Diversity & Inclusion 

At Stefanini, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. 

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