Service Manager – DataOps MDG

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

📋 Description

• Oversee daily IT operational services to maintain the stability, availability, and performance of essential systems and infrastructure.

• Track operational KPIs, SLAs, OLAs, and service quality metrics.

• Manage the processes related to incident, problem, change, and service requests.

• Lead governance meetings and sessions for service reviews.

• Ensure adherence to internal standards and IT governance frameworks.

• Spearhead initiatives for process mapping in IT operations and service management workflows.

• Evaluate current processes and design optimized future-state operational models.

• Identify gaps, inefficiencies, bottlenecks, and operational risks within processes.

• Document comprehensive workflows, SOPs, RACI matrices, and operational procedures.

• Standardize operational practices and governance across various teams.

• Detect recurring operational challenges and implement preventive and corrective measures.

• Coordinate root cause analysis (RCA) and plans for continuous service improvement.

• Assist in transitioning from project delivery to stable operational support models.

• Ensure readiness for new services, applications, and infrastructure deployments.

• Identify automation opportunities within operational and service management processes.

• Collaborate with infrastructure, cloud, DevOps, and engineering teams to implement automation solutions.

• Enhance operational efficiency through workflow automation, monitoring improvements, and self-service capabilities.

• Foster a culture of continuous improvement and operational excellence.

• Support the implementation and optimization of ITSM and monitoring tools.

• Establish and maintain robust operational routines with key business and IT stakeholders.

• Serve as the primary contact for discussions and escalations regarding operational services.

• Facilitate ongoing governance meetings, status reviews, and executive reporting.

• Ensure clear communication regarding operational performance, risks, and initiatives for improvement.

• Cultivate collaborative relationships across technical and business teams.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related discipline.

• At least 5 years of experience in IT operations, service management, or infrastructure operations roles.

• Proven expertise in:

• Process mapping and operational process design.

• IT service stabilization initiatives.

• Operational governance and stakeholder management.

• Automation and continuous improvement projects.

• Strong knowledge of ITIL processes and service management principles.

• Experience with ITSM platforms like ServiceNow, Jira Service Management, or similar tools.

• Experience in coordinating cross-functional technical teams.

• Preferred qualifications include:

• ITIL Foundation or ITIL Intermediate certification.

• Lean, Six Sigma, or other process improvement certifications.

• Experience in cloud operations, infrastructure environments, or enterprise application support.

• Familiarity with automation technologies and scripting concepts.

• Experience with monitoring and observability tools.

🏝️ Benefits

• 5 days of scheduled leave.

• Partnership with Movida (car rental).

• Employee referral program.