Senior IT Services Manager

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

📋 Description

• Oversee and coordinate the provision of IT services across various business units, ensuring compliance with SLAs, performance metrics, and customer satisfaction.

• Track service performance and drive continuous enhancements through the use of KPIs, operational metrics, and data-driven analysis.

• Create and execute automation workflows aimed at streamlining processes and boosting the efficiency of IT operations.

• Analyze data to identify trends, bottlenecks, and issues, and recommend preventive and corrective measures.

• Design and sustain Power BI dashboards and reports that reflect service health, team performance, SLAs, and identified bottlenecks.

• Generate reports and presentations utilizing data storytelling techniques for both technical and executive audiences.

• Oversee IT vendors and contracts, including performance monitoring, procurement, evaluation, and negotiations related to service levels.

• Ensure compliance with internal policies, audits, regulatory requirements, and data governance practices.

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

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

• Create and maintain a service catalog, asset management processes, and reporting frameworks.

• Prepare regular reports for leadership that include indicators, trends, analyses, and dynamic dashboards.

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

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

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

⛳️ Requirements

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

• Demonstrated experience in IT Service Management, IT Operations, and Service Delivery.

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

• Proven experience in managing and monitoring SLAs, KPIs, operational metrics, and performance indicators.

• Practical knowledge of Power BI, including the development of interactive dashboards, data modeling, report creation, DAX usage, data storytelling, and service indicator analysis.

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

• Capability to collect, process, analyze, and interpret extensive data sets.

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

• Understanding of SQL and various data integration techniques.

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

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

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

• Understanding of RPA and its application in service management.

• Familiarity with Artificial Intelligence as it pertains to IT Service Management is advantageous.

• Awareness of GDPR and ISO 27001 standards.

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

• Certifications such as ITIL, PMP, or similar qualifications will be viewed favorably.

• Experience with ServiceNow.

• Experience with Jira Service Management.

• Proficient in English at an advanced level.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health and wellness programs.

• Collaborative and innovative work environment.