SERVICE SUPERVISOR

Description

Job Summary: The Service Supervisor at Simpress ensures service delivery and SLA compliance by leading teams and aligning client expectations. Key Highlights: 1. Lead and develop teams to ensure operational excellence. 2. Serve as the primary point of contact for clients, strengthening relationships. 3. Identify and implement improvements to enhance operational efficiency. ### **Join Simpress!** We are the **leading IT outsourcing provider in Brazil**, driven daily by a clear mission: **making our clients’ lives easier**, with intelligent solutions, proximity, and excellence in execution. At **Simpress**, we believe in a **dynamic, innovative, and collaborative environment**, one that encourages movement, accountability, and high-quality delivery. We value **continuous learning**, knowledge sharing, and professional development — because we believe **proactive people build sustainable results**. We offer opportunities for every professional to: * Develop technical and behavioral competencies; * Exercise autonomy and responsibility in day-to-day activities; * Grow alongside the business and consciously build their career; * Operate aligned with our values, always placing the client at the center. If you embrace challenges, drive initiatives forward, learn quickly, and believe in the power of collaboration, **join us** and become part of the **\#SimLovers** team. **Responsibilities and Duties** ### **Service Supervisor – Simpress** Ensure the **delivery of contracted services** and **compliance with Service Level Agreements (SLAs)**, operating based on **defined processes**, and continuously aligning **contractual expectations with client needs**. You will be responsible for **leading and developing on-site teams**, promoting engagement, operational discipline, and a results-oriented mindset. You will work closely with daily operations, ensuring service quality, proactive risk anticipation, and rapid decision-making when deviations occur. **Key Responsibilities:** * Manage the daily operations of contracts under your responsibility, ensuring stability, quality, and predictability; * Prepare, monitor, and present monthly performance indicators (SLA, backlog, productivity, quality) to clients, implementing action plans when necessary; * Act as the primary point of contact for clients, strengthening relationships and ensuring alignment of expectations; * Lead, guide, and develop your team, delivering structured feedback and encouraging continuous improvement; * Ensure compliance with internal policies, operational processes, and governance best practices; * Collaborate proactively with internal departments to resolve issues and drive continuous improvement; * Identify process improvement opportunities and propose actions to increase operational efficiency and client satisfaction. We seek a professional with **leadership qualities, an owner’s mindset, analytical capability, and strong communication skills**, who thrives in dynamic environments and is focused on clients and consistent results delivery. **Requirements and Qualifications** **Requirements and Qualifications – Aligned with Simpress Values** --------------------------------------------------------------- ### **Education** * Completed **Bachelor’s degree** in **Humanities or Exact Sciences** (e.g., Administration, Engineering, Information Systems, or related fields). ### **Technical Knowledge** * Advanced proficiency in the **Microsoft Office Suite**, especially **advanced Excel** for data analysis, KPI generation, and decision-making; * Knowledge of **IT service management**, SLAs, backlog, operational metrics, and action plans; * Experience in **IT outsourcing / B2B service environments** is desirable. ### **Experience** * **3–5 years of experience** in supervisory or team leadership roles within operational contexts; * Prior experience in **outsourcing contract management, client relationship management, and KPI review meetings**. **Behavioral Competencies – Simpress Values** --------------------------------------------------- ### **Client at the Center of Everything** * Ability to align contractual expectations with operational reality, working closely with clients; * Focus on service quality, continuity, and effective problem resolution. ### **Passion for Results** * Goal-, metric-, and continuous improvement-oriented profile; * Proactive attitude in identifying risks, SLA deviations, and opportunities to enhance operations. ### **Collaboration to Solve** * Ability to work integrally with internal departments; * Capacity to engage teams and foster cooperative, trusting environments. ### **Innovation** * Open mindset toward change, automation, and process improvement; * Ability to challenge the status quo and propose more efficient solutions for operations and clients. ### **Owner’s Mindset** * Full accountability for contracts under your management, with long-term vision; * Autonomy, organization, and commitment to decisions impacting the business, people, and clients. ### **Differentiators** * Experience in IT outsourcing companies; * Exposure to **operational improvement projects, process standardization, and crisis management**; * Valid driver’s license and personal vehicle (Desirable); * English language proficiency (Considered a differentiator but not mandatory) **Additional Information** Check out the benefits included in this journey: Profit Sharing (PLR): Recognition above market average, rewarding achievements built together. Health & Well-being: Medical and dental coverage for employees and dependents; Telemedicine with no co-payment; Mental Health and Healthy Eating Programs; Wellhub. Meal Voucher or Food Allowance. Birthday Day Off. Development: Sim Universidade — our corporate university offering courses and learning paths that foster continuous learning and professional growth; Educational partnerships with recognized institutions. Employee Referral Program: Here, great referrals to join our team are recognized.