12213956 - IT Services Manager

Role Summary

MTP – Methods and Technology is a Spanish multinational with 28 years of experience, present in more than 21 countries, with headquarters in Brazil, Spain and Mexico.

We are specialists in Digital Business Assurance, combining strategy, technology and innovation to support large companies on their digital transformation journey.

With more than 80 active clients in the Finance, Insurance, Telecom, Industry, Retail, Technology and Energy sectors, we deliver solutions that guarantee quality, security and performance throughout the digital cycle.

Manage the delivery and support of IT services, ensuring SLAs, quality and user satisfaction.

Monitor indicators, KPIs and service performance trends.

Act in the governance of Incidents, Problems, Changes, Releases and Service Requests processes.

Develop reports and dashboards in Power BI for operational and executive monitoring.

Identify opportunities for improvement and automation of ITSM processes.

Manage suppliers, contracts and service levels.

Ensure adherence to internal policies, auditing requirements and governance practices.

Work with technical and business areas to prioritize initiatives and improve user experience.

Requirements

Mandatory requirements

Completed Higher Education in Information Technology, Administration or related areas.

• Solid experience in IT Service Management (ITSM), Service Delivery or IT Operations
• Knowledge of ITIL processes and best practices
• Experience with management and monitoring of SLAs, KPIs and service indicators
• Experience with Power BI, including creating dashboards and analyzing data.
• Experience with ITSM platforms, preferably ServiceNow.
• Strong analytical and stakeholder management skills.
• Good communication with technical, business and executive leadership audiences.
• Desirable requirements
• ITIL and/or PMP certification.
• Knowledge of SQL and integration of different data sources.
• Experience with Jira Service Management.
• Knowledge of automation using Power Automate, Python, PowerShell, UiPath or Ansible.
• Knowledge in RPA and automation solutions using AI.
• Experience with ISO 27001, data governance or regulated environments.
• Experience in IT service transformation or modernization projects.

Benefits

Operating model: Remote

Hiring: CLT

• Health plan
• Dental plan
• Meal voucher
• Mobility voucher
• Culture voucher
• Education voucher
• Life insurance
• Mental health and well-being program
• Childcare allowance
• Discounts with partners

MTP Brasil may use artificial intelligence to support the organization and analysis of applications, to check the compatibility between the professional profile and the vacancy requirements and to prepare analyses, indicators and reports on the selection process. The use of AI will have human supervision and will follow MTP Brasil's Artificial Intelligence Policy, available at

By selecting "yes" when responding to the vacancy questionnaire, I declare that I have received clear information about these purposes and, in a free, informed and unequivocal way, I authorize the processing of the data provided in my application with the support of artificial intelligence systems. To exercise my rights or, where applicable, revoke consent, I can contact you by email