Digital Services Manager

Role Overview

• Lead and manage the team responsible for delivering and evolving digital services, setting goals, monitoring performance, and promoting continuous training and development.
• Plan and execute actions to strengthen service teams, ensuring the continuous development of professionals and adopted practices.
• Foster a culture oriented to active collaboration, innovation, digital transformation, market intelligence, user experience, and institutional value generation.
• Develop and propose sustainable and innovative business models for offering new services with a customer focus, developed in partnership with partners and suppliers.
• Master the regulatory framework, laws and regulations relevant to the area of responsibility.
• Act in an integrated manner with the service lifecycle processes (Prospecting, Assessment, Experimentation, Production and Retirement – PAEPA), contributing with benchmarking analyses, value propositions and feasibility tests for new digital services.
• Manage and analyze market analyses, trends and strategic positioning to support decisions on the evolution, prioritization and expansion of the digital services portfolio.
• Structure strategies for adoption, expansion and positioning of services with institutions and users in the ecosystem.
• Identify opportunities for new services, operating models, strategic partnerships and competitive differentiators to strengthen the organization institutionally.
• Maintain and improve the quality standards of offered services, ensuring a positive user experience and alignment with institutional expectations.
• Monitor and analyze key indicators (OKRs) to evaluate service availability, performance, adoption and value generation, providing regular reports to management with metrics, indicators and derived action plans.
• Identify and resolve issues that may arise during service delivery, ensuring continuity and customer satisfaction.
• Promote data-driven continuous improvement practices informed by market intelligence and feedback from users and institutions.
• Serve as a key strategic link between modeling, evolution, innovation, operations, support, service offerings and institutional relations.
• Ensure that service delivery complies with all relevant standards, regulations and policies, aligning with internal and external policies.
• Facilitate communication and collaboration between different teams involved in the development, evolution and maintenance of services, ensuring alignment of goals and priorities.
• Facilitate effective communication with internal teams and external clients, coordinating efforts and providing regular updates on services.
• Represent RNP with partners and national and international communities.
• Act as an institutional reference in strategic discussions about the evolution of digital services, technology trends and positioning in collaborative ecosystems.

Requirements

• Postgraduate degree or equivalent in Information Technology, Engineering, Computer Science, Computer Networks, Administration and Business, Marketing, Digital Transformation or related fields.
• Strong strategic and digital business vision, with executive experience in modeling, positioning, evolution and lifecycle management of digital services (ICT).
• Extensive experience in market intelligence and competitive intelligence, including continuous monitoring of the external environment, analysis of technological and sector trends, identification of opportunities, competitive radar, national and international benchmarking, positioning analysis and evaluation of digital service adoption.
• Experience defining strategies for offering, expanding and driving adoption of digital services in complex, collaborative ecosystems, preferably in education, research, innovation or digital transformation environments.
• Business acumen and mastery of digital business methodologies (Canvas, OKRs, Value Proposition Design, Lean Digital Services).
• Experience in IT service management and leading service delivery, with a focus on quality, availability, user experience and continuous improvement.
• Experience building value propositions, go-to-market strategies, feasibility analysis, audience segmentation and institutional engagement and adoption strategies.
• Knowledge of service management frameworks; familiarity with ITIL and applying best practices in service management.
• Strong leadership skills and experience managing multidisciplinary teams, promoting collaboration, innovation and alignment with organizational objectives.
• Ability to analyze data and make metrics-driven decisions using key performance indicators (KPIs), adoption, retention, usage and service value metrics.
• Experience using market data, user behavior and performance indicators to guide strategic decisions and service evolution.
• Experience managing ICT vendors and service contracts, negotiating and monitoring contracts and ensuring compliance with service level agreements (SLAs).
• Knowledge of information security and regulatory compliance, understanding security standards and practices to ensure data protection and regulatory adherence.
• Experience managing ICT projects, including planning, execution and monitoring to ensure delivery within established timelines and budgets.
• Experience coordinating between business, innovation, technology, operations and institutional relations areas to build an integrated digital service offering.
• Strong communication and interpersonal skills, with the ability to engage institutionally and interact effectively with executive stakeholders, strategic partners, clients and technical teams.
• Desirable experience with generative AI, agents and productivity assistants (e.g., code, operations, analytics), and knowledge of data-driven service management with AI including demand forecasting, churn analysis and service adoption.
• Desirable certification in service management such as ITIL (Information Technology Infrastructure Library).

Benefits

• Meal or Food Allowance
• Wellhub (Gympass)
• Digital library platform with more than 30,000 titles of newspapers, magazines and e-books
• Life insurance
• Health plan with national coverage and private-room accommodation (no employee contribution)
• Dental plan (no employee contribution)
• Vaccine assistance for you and dependents — vaccines not provided by public health posts (reimbursement)
• Childcare assistance for children up to 5 years and 11 months, up to 70% of the current minimum wage (reimbursement)
• Work-from-home allowance
• Partnership with SESC.