* Manage the delivery of contracted services (Service Desk, Field Service, Infrastructure Support, Workplace, among others), ensuring compliance with SLAs and OLAs; * Act as the focal point between the client and technical teams, maintaining close relationships and a consultative posture; * Monitor operational and financial indicators (KPI, SLA, FCR, backlog, costs, profitability, and forecast); * Develop and lead governance meetings, action plans, and executive performance reports; * Support the technical team in resolving critical incidents, changes, and high-impact problems; * Lead continuous improvement initiatives, automation, and process optimization; * Identify business opportunities (upsell and cross-sell) and support contract expansion; * Financial control of operational costs; * Ensure compliance with ITIL, ISO, and information security policies; * Manage operational risks and contingency plans with teams and clients; **Requirements** * Bachelor's degree in Information Technology; * Solid experience in IT service management and corporate client relationship; * Practical knowledge of ITIL, contract management, metrics, and service governance; * Leadership skills for multidisciplinary teams and vendor management; * Strong analytical, executive communication, and negotiation abilities; Minimum Education: Bachelor's Degree Willingness to travel