IT Services Manager

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

📋 Description

• Manage the delivery, support, and ongoing enhancement of IT services throughout the organization.

• Ensure that service delivery aligns with business goals, operational objectives, and industry standards.

• Act as a liaison between IT operations and business stakeholders.

• Track service performance and initiate continuous improvement efforts.

• Design, execute, and uphold automated workflows.

• Leverage data analysis to uncover trends, anticipate issues, and offer recommendations to leadership.

• Develop and sustain dashboards and interactive visualizations using Power BI.

• Generate reports and data narratives for both technical and non-technical audiences.

• Manage vendor relationships and oversee contract management.

• Ensure adherence to policies, audits, and data governance standards.

• Collaborate with business leaders to establish priorities for IT projects.

• Implement change management strategies for transitions in service and technology deployments.

• Create and maintain service catalogs, asset management systems, and reporting frameworks.

• Prepare regular performance reports for senior leadership.

• Govern changes, releases, incidents, problems, and service requests.

• Identify opportunities to utilize RPA, scripting, and AI-driven solutions.

• Encourage collaboration, innovation, and accountability within the IT services team.

⛳️ Requirements

• Proven leadership and management skills in IT service delivery across all business units.

• Compliance with SLAs, ITIL best practices, and targets for customer satisfaction.

• Experience with operational metrics, KPIs, and data-driven decision-making.

• Understanding of workflow automation and the optimization of repetitive tasks.

• Background in data analysis, trend identification, and forecasting service issues.

• Proficiency in Power BI and similar data visualization tools.

• Ability to convey complex metrics to both technical and non-technical stakeholders.

• Experience in vendor and contract management, procurement, performance evaluations, and service level negotiations.

• Knowledge of organizational policies, audit requirements, and data governance regulations.

• Experience with change management, service transitions, and technology rollouts.

• Familiarity with IT service catalogs, asset management systems, and reporting frameworks.

• Understanding of release, incident, problem, and service request management.

• Knowledge of RPA, scripting, and AI-based solutions.

• Ability to foster collaboration, innovation, and accountability within IT service teams.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and growth.

• Supportive and innovative work environment.

• Flexible work arrangements.