Lead the operation for incidents, problems, service requests and changes, ensuring SLA/OLA compliance and high-quality service delivery.
Define and run governance (committees, rituals, CAB/change management), executive reporting and KPIs (SLA, MTTR, backlog, satisfaction/NPS).
Orchestrate transitions (knowledge transfer, readiness, hypercare), ensure continuity and reduce operational risks.
Manage multidisciplinary teams (functional, ABAP, Basis, integrations) and third-party vendors, including capacity planning, escalations and on-call schedules.
Promote continuous improvement (automation, elimination of recurring issues, process evolution, use of AI/assistants and analytics where applicable).
Liaise with the business (demand/evolution prioritization) and with architecture/security (standards, controls, compliance).

Strong experience with Salesforce in an operational management context and solid knowledge of ITIL.
Proficiency in managing SLAs/OLAs and the lifecycle of incidents, problems, service requests and changes.
Hands-on experience with ITSM tools (e.g., ServiceNow, Jira/Atlassian, Solution Manager/ChaRM), service catalogs and knowledge bases.
People management: leadership, feedback, development plans and fostering a high-performance culture.
Degree in IT or related field.
Executive communication skills and ability to influence stakeholders.
Proactive and solution-oriented mindset.
Comfortable communicating with managers and C-level executives.
Relevant certifications such as ITIL, SAP (S/4, SolMan/ChaRM), COBIT, Agile/Scrum.

Company-subsidized health plan for the employee.
Option to include dependents in the health plan with payroll deduction.
Dental assistance (optional).
Option to include dependents in the dental plan with payroll deduction.
Meal voucher or food voucher.
Transportation voucher (optional).
Impact & Care – Personal Support Program providing confidential emotional, legal, financial, social and pet-related counseling at no cost for the employee and legal dependents.
Gympass
Wellhub (access to more than 700 gyms across Brazil with plans starting at R$29.90, payroll-deducted).
Option to include dependents in Gympass
Wellhub (up to 3 dependents – paid via credit card).
Access to Udemy via our intranet.
Partnerships with major consumer brands.
SESC agreement for employee and dependents.
Educational discounts with institutions (undergraduate and postgraduate) and language/certification schools.
Group life insurance.

Project Manager, AMS, Salesforce

Key skills