Description: * Bachelor's degree in Information Technology, Computer Engineering, Information Systems, or related fields; * Knowledge of IT Governance: frameworks such as COBIT, ITIL, ISO/IEC 38500. * Experience with data analysis and reporting tools to manage and optimize IT performance; * Advanced Excel skills (pivot tables, macros, Power Query, etc.); * Must have easy access to the Mogi das Cruzes region – SP. Service Management Strategy: * Develop and lead strategic initiatives to improve IT service management processes, aligning them with business objectives. * Identify innovation opportunities and propose solutions to optimize IT service delivery. * Act as a facilitator between IT and business units to ensure strategic alignment. Service Process Definition and Governance: * Establish, review, and maintain policies and procedures for IT service management processes (ITIL, COBIT, ISO20000, ISO9000, ISO27001). * Lead the implementation and monitoring of key processes, including: * Incident Management: Ensure rapid response to critical disruptions and lead crisis management. * Problem Management: Coordinate root cause analysis and ensure implementation of permanent solutions. * Change Management: Supervise high-impact changes, mitigate risks, and ensure service continuity. * Configuration Management: Ensure integrity and accuracy of the Configuration Management Database (CMDB). * Service Level Management: Establish, negotiate, and review SLAs, OLAs, and operational targets. Stakeholder and Vendor Relationship Management: * Conduct service review meetings with vendors and ensure compliance with established contracts. * Identify and resolve conflicts between business expectations and IT delivery capabilities. Continuous Service Improvement: * Promote a culture of continuous improvement across all IT areas. * Identify gaps in existing processes and lead projects to enhance service efficiency and effectiveness. * Ensure adoption of new tools and technologies that improve service quality and delivery. Compliance and Auditing: * Ensure IT processes and services comply with applicable frameworks and regulations (e.g., ISO 20000, ISO 27001, ITIL). * Lead internal and external audits, ensuring required documentation and compliance. * Implement controls to mitigate risks associated with IT service delivery. 2512170202551870752