Operations Coordinator

Description

Job Summary: Coordinate ICT infrastructure management teams and other services, monitor indicators and goals, and plan and control service quality. Key Highlights: 1. Coordinate team and ICT infrastructure services 2. Manage quality and performance indicators 3. Participate in the development of change plans and projects Coordinate the work of the team responsible for delivering ICT infrastructure management services and all other contracted services, evaluating performance indicator status and whether goals are being met. **Responsibilities and Duties** * Monitor service delivery to ensure compliance with agreed service levels. * Size and organize staff allocation appropriately to deliver contracted services. * Guide technical team actions during critical work situations and interact with users when necessary. * Plan, monitor, and control quality and performance indicators for service delivery, as well as track user satisfaction regarding third-level services provided. * Participate in developing change plans and projects that affect or may affect configurations, quality, performance, and availability of service components delivered/made available to users—such as systems, equipment, technical/normative documentation, facilities, etc. * Responsible for assessing contract costs; * Deliver results presentations; * Coordinate project activities; * Promote a service-oriented and knowledge-sharing culture; * Conduct task and results follow-up meetings; * People Management: contribute to team building and leadership by performing analyses to support efficient decision-making, and implement creative, sustainable cost-reduction strategies while respecting compliance requirements; * Coordinate Routine Management: train and supervise the shared services team to follow defined policies, processes, and procedures for daily operations, aiming for higher execution productivity; * Project Management and Report Preparation for Management. Perform other related duties. **Requirements and Qualifications** **Education:** Bachelor’s degree in IT from an institution recognized by the Ministry of Education; OR a bachelor’s degree in any field accompanied by a certificate of completion of a postgraduate specialization/master’s program in IT with a minimum of 360 classroom hours. **Experience:** Proven experience in related fields; Experience in Service Desk activities. Knowledge of IT service management best practices based on the ITIL framework. Experience in managing technical teams and systems. **Desirable Certifications:** ITIL Foundation V3 or higher; HDI SCTL (Support Center Team Lead); Microsoft Windows 10 certification (desirable). **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco Dental dental insurance; Alelo Food or Meal Allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy discount program; University tuition discount program; Total Pass; Internal education platform; Welcome-to-Parenthood Kit; Moodar platform (therapy platform offering special rates for Lanlink employees). Great to see you visiting us virtually! Shall we get to know each other better? The Lanlink Group has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil for over 35 years. We envision the future with the purpose of impacting lives and serving as the safe harbor of innovation. Our workplaces are built by our employees, who wear the shirt proudly and create, day after day, a joyful and collaborative work environment. We believe trust is the foundation of our relationship with our people and our clients—a trust cultivated through practices such as hiring and onboarding, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many, we are diverse, \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PERSONS WITH DISABILITIES (PCD)!**