This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Gerente de Operações based in Brazil.
We are seeking an experienced Operations Manager to lead service delivery, operational performance, and technology support activities in a dynamic IT environment. This role is responsible for coordinating teams, managing workflows, ensuring service quality, and maintaining strong operational standards. You will act as a key connection point between technical teams, business stakeholders, and external partners, ensuring alignment and efficient execution. The ideal candidate combines leadership skills, technical understanding, and a strong focus on continuous improvement. You will help drive operational excellence by managing processes, developing teams, and ensuring compliance with service expectations. This is an opportunity to contribute to large-scale technology operations while working in an innovative and collaborative environment.
Accountabilities:
- Coordinate operational services, demands, projects, and ticket workflows, ensuring service quality and smooth execution across all workstreams.
- Lead and supervise operational teams by assigning responsibilities, monitoring performance, addressing issues, and ensuring team members meet required standards.
- Plan and manage internal work schedules, on-call rotations, 24x7 coverage, and support shifts to guarantee service availability.
- Act as the primary technical and operational point of contact between service teams and business stakeholders.
- Manage knowledge-sharing initiatives by organizing training sessions, supporting onboarding processes, encouraging technical collaboration, and monitoring team development plans.
- Monitor compliance with Service Level Agreements (SLAs), manage service requests lifecycle, and follow up on critical incidents with external providers.
- Ensure teams follow operational standards, policies, and security guidelines while maintaining proper access management procedures.
- Promote continuous improvement by identifying opportunities to optimize processes, increase efficiency, and improve service delivery.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or a related field, combined with a postgraduate degree or MBA in the relevant area.
- Experience managing technology operations, service delivery, or IT support environments.
- Strong leadership skills with experience coordinating teams, delegating activities, and managing performance.
- Knowledge of operational processes, incident management, service management, and IT governance practices.
- Ability to communicate effectively with technical teams, business stakeholders, and external partners.
- Technical English proficiency for reading documentation and interacting with technology resources.
- Strong organizational skills, problem-solving abilities, and a results-oriented mindset.
- Experience with ITIL practices is preferred.
- ITIL Foundation v4 certification or equivalent training is a plus.
Benefits:
- Opportunity to work in a technology-driven and innovative environment.
- Collaborative culture focused on learning, growth, and continuous improvement.
- Professional development opportunities through training and knowledge-sharing initiatives.
- Exposure to large-scale IT operations and complex technology challenges.
- Inclusive workplace environment with equal opportunities for career development.
- Opportunity to contribute to impactful digital transformation initiatives.
- Supportive team environment with opportunities to collaborate with skilled professionals.
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