**Address** São Paulo, SP **Opportunity Responsibilities** Have you ever considered how your work can impact the daily lives of millions of Brazilians? Here, we do this every day—with a special team dedicated to people, valuing differences and always acting with respect and efficiency. We believe diversity, equity, and inclusion are essential pillars in building an inclusive culture. To advance in this direction, we count on \+Plural—a movement born from our commitment to continuously evolve our inclusive actions and further enhance the representation of our people across five priority groups: People with Disabilities, Black People (Black and Brown), Women (Cis and Trans), LGBTQIA\+, and Senior Generation (50\+). It’s clear that only one thing is missing to complete this team: **YOU**! Would you like to be a protagonist in this story alongside us? In addition to being our customer, you now have the chance to join our team! We are seeking a senior professional with strategic vision and solid expertise in IT Governance and ITSM, who will serve as a technical reference and agent of transformation. We expect someone capable of aligning processes, metrics, and service levels with real business needs—ensuring operational efficiency, quality, and value creation. This role plays a fundamental part in advancing the maturity of IT services, operating consultatively, influencing stakeholders, leading continuous improvement initiatives, and grounding decisions in data, metrics, and industry best practices. **RESPONSIBILITIES** * Lead the **design, implementation, and evolution of high-complexity ITSM processes**, such as Service Continuity Management, Capacity Management, Availability Management, and other strategic processes within the ITIL framework. * Serve as **Service Process Architect**, ensuring end-to-end integration among Incident, Problem, Change, SLM, Configuration, Release, and other ITSM practices. * Define standards, policies, operational workflows, and metrics, ensuring **consistency, scalability, and alignment with industry best practices**. * Be the **primary owner of the Service Level Management strategy**, including definition of service models, service catalog, metrics, executive dashboards, and performance reports. * Conduct **negotiations and reviews of SLAs, OLAs, and XLAs** with business units and strategic suppliers, ensuring alignment with corporate needs. * Perform **periodic Service Reviews**, analyzing performance, risks, improvement opportunities, and adherence to business expectations. * Provide consultative support to client areas, translating business needs into IT service requirements. * Develop, structure, and manage the **Continual Service Improvement (CSI) Program**, defining maturity targets, evolutionary roadmaps, and initiative prioritization. * Conduct process maturity assessments, identifying gaps, risks, and optimization opportunities. * Lead continuous improvement projects focused on **operational efficiency, risk reduction, improved user experience, and business value generation**. * Perform **market benchmarking**, tracking trends, best practices, and innovations in Governance and ITSM. * Act as **technical reference and mentor** for Mid-level and Junior Analysts, supporting their technical development and promoting Governance and ITSM culture. * Represent **IT Governance** in strategic projects, forums, and executive committees, contributing to high-impact decision-making. * Support leadership in defining guidelines, demand prioritization, and executive communication of departmental results. **REQUIREMENTS** * Solid experience in **IT Governance and ITSM**, working in medium-to-large complexity environments. * Practical experience with **ITIL (v3 or v4)**, especially in SLM, Incident, Problem, Change, Continuity, Capacity, and Continual Improvement processes. * Experience in **defining and negotiating SLAs/XLAs** with business units and suppliers. * Strong analytical ability, systemic vision, and communication skills with both technical and executive audiences. * Experience leading projects, continuous improvement, and metric-driven management. * ITIL, COBIT, or similar certifications. * Experience in retail, healthcare, pharma, or large-scale distributed operations. * Knowledge of ITSM tools (ServiceNow, BMC, Movidesk, or similar). * Experience with Governance frameworks, risk management, and compliance. **T****ype of contract:** CLT; **Working hours:** Monday to Friday, from 08:00 to 17:48 (**Fully on-site**, with flexible hours); **Work location:** Headquarters – Vila Leopoldina (near Parque Vila Lobos / Vila Lobos-Jaguaré Station). Differences compose our recipe! Here, everyone is welcome—what matters most is that you are truly who you want to be. Do you identify with this? Then don’t waste time—join us now! *DPSP Group values your Privacy and the Protection of your personal data. If you have questions about personal data processing during the attraction and selection process, please access our Candidate Privacy Notice: https://dpo.privacytools.com.br/policy\-view/zGOMqr6g4/0/policy/pt\_BR?s\=1726164242778* **Benefits** * Gym / Sports Activities * Medical Assistance * Dental Assistance * Bicycle Parking * Product Discounts * Parking * Shuttle Service * Flexible Working Hours Possible * Life Insurance * Corporate University * Meal Voucher * Transportation Voucher **Additional Notes and/or Benefits** Position also open to Persons with Disabilities Food Basket Profit Sharing Program (PPR) **About the Organization** We’ve been present in the daily lives of Brazilians for **over 130 years**. Our story as the **DPSP Group began back in 2011**, with the merger of these pharmacy chains. Since then, our **more than 30,000 employees** have been writing new chapters of this story every day—delivering health solutions to the thousands of people who visit our **1,600+ stores** and **6 distribution centers**, spread across **9 Brazilian states and the Federal District**. **And this is just the beginning!**