Job Title:
Operations Manager
As an Operations Manager, you will oversee the daily delivery of services, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). You will be responsible for building and maintaining strong client relationships, acting as a trusted point of contact.
* Manage day-to-day service delivery operations to ensure SLA and KPI compliance.
* Build and maintain strong client relationships.
* Identify and implement service improvements to enhance performance and client satisfaction.
* Collaborate with technical leads and project teams to ensure seamless service integration.
* Monitor service performance and proactively address deviations or risks.
* Support the planning and execution of closed-scope software projects when required.
Required Skills and Qualifications:
* Minimum of 6 years of experience in IT service delivery or service management roles.
* Fluent in Portuguese (spoken and written).
* Proven experience with projects in the local market.
* Solid knowledge of ITIL and continuous improvement practices.
* Background in software development and understanding of project lifecycles.
* Strong communication and stakeholder management skills.
* Experience managing SLAs, KPIs, and client-facing service operations.
* Project management experience (certifications such as PMP or PRINCE2 are a plus).
Benefits:
* Join a multicultural and inclusive team environment.
* Enjoy a supportive atmosphere promoting work-life balance.
* Hybrid work arrangement.
* Career growth opportunities.
* Access to valuable training and certifications in cutting-edge technologies.
* Engage in exciting national and international projects.
* Health and life insurance.
* Referral program with bonuses for talent recommendations.
* Great office locations.