IT Service Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the provision and continuous support of IT services, ensuring adherence to SLAs, quality standards, and user satisfaction.

• Track service performance metrics, KPIs, and emerging trends.

• Manage the governance of Incident, Problem, Change, Release, and Service Request processes.

• Create Power BI reports and dashboards for both operational and executive oversight.

• Spot opportunities to enhance and automate ITSM processes.

• Oversee vendor relationships, contracts, and service level agreements.

• Ensure alignment with internal policies, audit standards, and governance frameworks.

• Collaborate with technical and business teams to prioritize initiatives and enhance user experience.

⛳️ Requirements

• A bachelor's degree in Information Technology, Business Administration, or a related discipline.

• Significant experience in IT Service Management (ITSM), Service Delivery, or IT Operations.

• Familiarity with ITIL processes and industry best practices.

• Proven experience in managing and monitoring SLAs, KPIs, and service metrics.

• Proficiency in Power BI, including dashboard development and data analysis.

• Experience with ITSM platforms, preferably ServiceNow.

• Strong analytical skills and experience in stakeholder management.

• Exceptional communication skills with technical teams, business stakeholders, and executive leadership.

• ITIL and/or PMP certification.

• Knowledge of SQL and data integration from various sources.

• Experience using Jira Service Management.

• Understanding of automation tools such as Power Automate, Python, PowerShell, UiPath, or Ansible.

• Familiarity with RPA and AI-driven automation solutions.

• Experience with ISO 27001, data governance, or working in regulated environments.

• Background in IT service transformation or modernization initiatives.

🏝️ Benefits

• Health insurance

• Dental insurance

• Meal allowance

• Transportation allowance

• Culture allowance

• Education allowance

• Life insurance

• Mental health and well-being program

• Childcare assistance

• Partner discounts

• Close support and guidance

• Continuous development

• Ongoing recognition

• Collaborative environment

• Balance between performance and well-being