About Sensei
We are a company with over 7 years of experience in the market, sharing our DNA with more than 200 employees and offering services across three main lines: Strategy (Outsourcing, NeXel, Team as a Service, Tech Academies), R&D (Bootcamps, POC, Tech Lab), and Nearshore. Our focus is on PEOPLE.
Our Emotional Salary
* Great Work-Life balance
* Very flexible organizational routine
* Health benefits for you and your family
* Team Building activities
* Over 300 protocols to offer great discounts
* Continuous professional development sponsored by our Training and Certification Department
* Regular feedback on your performance through a personalized plan
* Comprehensive career plan and progression involving assertive performance reviews
Job Responsibilities
1. Oversee Data Center Services, including On Premise, Public Cloud, and Private Cloud solutions (SaaS, IaaS, PaaS)
2. Define and deliver services that meet business requirements and ensure continuous service improvement
3. Define and manage the service lifecycle, ensuring alignment with business needs and contractual obligations
4. Ensure service quality through incident, problem, performance, and capacity management
5. Act as the primary point of contact for the respective service or process
6. Drive continuous service improvements and contribute to service transitions and development activities
7. Identify and translate customer needs into commissionable IT services
8. Implement and oversee process standards and policies
9. Monitor IT service performance and delivery indicators
10. Contribute to planning, budgeting, design, and alignment of service management processes
11. Coordinate SLA/OLA creation, reviews, and updates
12. Identify and publish service metrics
13. Manage complex infrastructure solution installations or updates
14. Support change-release processes and implementation of IT security guidelines
15. Identify IT service problems and seek resolutions without impact to end users
16. Stay updated on industry developments regarding IT Technology & Services and Solution Management
Requirements
* Bachelor's degree in computer science/engineering, information technology, or relevant experience
* 3-4 years of proven working experience as an IT Service Manager
* ITIL Training/Certification
* Working knowledge and experience in Service Management
* Knowledge of IT Infrastructure, Applications, and Cloud Technologies (AWS/Azure)
* Strong presentation and communication skills
* Excellent problem-solving and critical thinking skills
* Ability to manage services in a fast-paced environment
* Lean/Agile certification is a plus