IT Service Manager – Specialist

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

📋 Description

• Oversee and direct the delivery of IT services across various business units, ensuring adherence to SLAs, performance metrics, and customer satisfaction.

• Track service performance and initiate continuous improvement strategies utilizing KPIs, operational metrics, and data-driven insights.

• Create and execute workflow automation to minimize manual tasks and enhance processes.

• Analyze data to identify trends, bottlenecks, and potential challenges, recommending preventive and corrective measures.

• Design and maintain Power BI dashboards and reports that reflect service health, team performance, SLAs, and operational challenges.

• Generate reports and presentations that leverage data storytelling for both technical and executive audiences.

• Oversee IT vendors and contracts, focusing on performance management, procurement, evaluation, and service-level negotiations.

• Ensure compliance with internal policies, audit requirements, compliance standards, and data governance protocols.

• Collaborate with business leaders to prioritize IT initiatives and projects.

• Spearhead change management strategies for service transitions and technology implementations.

• Develop and sustain the service catalog, asset management processes, and reporting frameworks.

• Compile regular reports for leadership that showcase metrics, trends, analyses, and dynamic dashboards.

• Govern Incident, Problem, Change, Release, and Service Request Management processes.

• Identify potential opportunities for RPA, scripting, and Artificial Intelligence to enhance Service Management.

• Foster an environment of collaboration, innovation, continuous improvement, and accountability within IT service teams.

• Assist with on-call process escalations when the designated owner is unavailable.

• Take charge of managing high-priority incidents that occur outside of business hours.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Business Administration, Data Science, or a related field.

• Experience in team management, operational oversight, and leading overall operations delivery.

• Proven expertise in IT Service Management, IT Operations, and Service Delivery.

• Strong understanding of ITIL and best practices in IT service management.

• Experience in managing and tracking SLAs, KPIs, operational metrics, and performance indicators.

• Practical experience with Power BI, including the development of interactive dashboards, data modeling, report creation, using DAX, and data storytelling for service metrics analysis.

• Familiarity with data analytics and visualization tools such as Tableau, Splunk, or similar platforms.

• Capability to collect, prepare, analyze, and interpret large datasets.

• Experience in connecting Power BI to ITSM platforms, databases, APIs, Excel, and other enterprise data sources.

• Knowledge of SQL and methods for data integration.

• Experience with ITSM platforms, ideally ServiceNow and/or Jira Service Management.

• Understanding of Incident, Problem, Change, Release, and Service Request Management processes.

• Experience or familiarity with process automation using tools like Power Automate, Ansible, UiPath, Python, PowerShell, or similar technologies.

• Knowledge of RPA and automation as applied to service management.

• Familiarity with Artificial Intelligence applications in IT Service Management is a plus.

• Understanding of GDPR and ISO 27001 standards.

• Knowledge of data governance and best practices in information management.

• Experience with ServiceNow.

• Experience with Jira Service Management.

• Advanced proficiency in English.

• ITIL, PMP, or similar certifications are advantageous.

🏝️ Benefits

• Opportunity for contract extension based on performance.