OPERATIONS MANAGER - MG

Description

Job Summary: Responsible for end-to-end management of ICT service operations, ensuring quality, efficiency, and strategic alignment with the client, with a focus on data analysis and leadership. Key Highlights: 1. End-to-end management of ICT service operations in a court environment 2. Strong analytical capability to support decision-making 3. Team leadership and continuous process improvement Responsible for end-to-end management of ICT service operations, ensuring quality, SLA compliance, operational efficiency, and alignment with client guidelines (court environment). The candidate must: * Understand metrics beyond surface-level interpretation * Perform root cause analysis * Interpret trends (not just a snapshot of the current moment) Support decisions with data-driven evidence * Possess **real-world expertise in ICT operations**, with hands-on experience in Service Desk, Field Service, or NOC * Demonstrate **strong analytical capability**, including reading and interpreting metrics (SLA, backlog, productivity, trends, and performance) * Be able to **interact with the client at both technical and managerial levels**, supporting discussions with data, figures, and evidence **Responsibilities and Duties** * Minimum of **5 years of proven experience in ICT service management** * Formal experience (CTPS or contracts) in operations management, preferably in environments with stringent SLAs **Requirements and Qualifications** * Completed undergraduate degree in ICT-related field * Postgraduate degree (Lato Sensu or Stricto Sensu) in ICT-related field **Mandatory Certifications:** * ITIL Foundation * HDI Support Center Manager **Mandatory Training Courses:** * LGPD with emphasis on the public sector (minimum 15 hours) **Technical Knowledge** * Incident/ticket management tools (Service Desk / ITSM) * Incident, problem, and change management * ITIL framework and best practices in IT governance **Behavioral Competencies** * Leadership and team management * Conflict resolution * Strong results- and deadline-oriented mindset * Operational organization and discipline * Flexibility and adaptability * Effective communication and institutional relationship skills **Key Responsibilities** * Manage technical support operations, ensuring quality and SLA compliance * Coordinate technical teams, including recruitment, training, and performance management * Drive continuous improvement of processes and services * Monitor operational metrics and produce management reports * Ensure adherence to client-defined processes, standards, and workflows * Engage directly with the client (Court), including executive meetings and alignment sessions * Manage human and material resources allocated to the contract * Identify operational risks and implement preventive actions * Foster a healthy organizational climate and ensure team productivity * Enforce discipline, professional conduct, and service quality **Additional Information** We highly value our employees and therefore offer a comprehensive benefits package designed to support well-being, security, and quality of life, including: Transportation Benefit – Daily commuting assistance between residence and workplace. Meal/Meal Allowance – Monthly credit for meals or purchases at accredited establishments. Medical and Dental Assistance – Comprehensive health plans ensuring high-quality care. Life Insurance – Financial protection for the employee and their family. Training and Development – Ongoing professional development opportunities. Partnership: Sesc. Our goal is to provide a healthy, safe, and motivating work environment where employees can grow and develop alongside the company.