Key skills
LeadershipProject ManagementChange ManagementCommunicationNegotiation
About this role
Role Overview
- Manage IT service and support operations;
- Serve as the primary interface between IT and business areas;
- Coordinate intake, triage, prioritization and routing of tickets and requests;
- Ensure requests are correctly forwarded to responsible teams;
- Participate in meetings with clinical, administrative and operational areas to understand requirements;
- Monitor critical incidents and ensure appropriate communication with users;
- Monitor operational metrics, SLAs and internal customer satisfaction;
- Drive continuous improvement of IT service and operations processes;
- Ensure organization and governance of IT request workflows;
- Support change management and communication between technology and the business;
- Lead operational and administrative technology teams;
- Manage vendors and partners related to IT operations.
Requirements
- Bachelor's degree in Systems Analysis and Development, Computer Science, Information Systems, Computer Engineering or related IT fields.
- Postgraduate degree, MBA or specialization in IT Management, Governance, Project Management, IT Service Management or related areas is desirable.
- Strong communication and interpersonal skills;
- Analytical and organized mindset;
- Conflict management and negotiation skills;
- Strategic outlook with focus on internal customer experience;
- Leadership and management of multidisciplinary teams;
- Ability to prioritize and make decisions;
- Knowledge of IT service management and operations;
- Familiarity with ITIL, SLAs and service desk/process workflows;
- Comfortable working in dynamic, high-demand environments;
- Collaborative, proactive and results-oriented;
- Ability to coordinate between technical teams and the business;
- Experience managing metrics and driving continuous improvement.
Benefits
- Health insurance
- Dental plan
- Life insurance
- Transportation allowance
- Meal allowance
- Food allowance
- On-site breakfast – cafeteria
- Leisure access to São Camilo Country Club, located in Cotia (São Paulo)
- 25% tuition discount at Centro Universitário São Camilo for undergraduate, technologist and postgraduate courses.