Description: 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 diversity and always acting with respect and efficiency. We believe diversity, equity, and inclusion are essential pillars in building an inclusive culture. To move forward in this direction, we count on \+Plural—a movement born from our commitment to continuously evolve our inclusive actions and advance representation across our 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 remains to complete this team: YOU! How about becoming a protagonist in this story alongside us? In addition to being our customer, you now have the chance to join our team! We seek 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 the business’s real needs—ensuring operational efficiency, quality, and value creation. This role plays a fundamental part in advancing the maturity of IT services, acting 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. * Act as a 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. * Serve as 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 vendors, ensuring alignment with corporate requirements. * Perform periodic service reviews (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 Continuous 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, enhanced user experience, and business value generation. * Perform market benchmarking, tracking trends, best practices, and innovations in Governance and ITSM. * Serve as a technical reference and mentor for Mid-level and Junior Analysts, supporting their technical development and promoting Governance and ITSM culture. * Represent the IT Governance area 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* Proven experience in IT Governance and ITSM, operating in medium- or large-scale complex environments. * Practical experience with ITIL (v3 or v4), especially in SLM, Incident, Problem, Change, Continuity, Capacity, and Continuous Improvement processes. * Experience in defining and negotiating SLAs/XLAs with business units and vendors. * Strong analytical ability, systemic vision, and communication skills tailored to both technical and executive audiences. * Experience leading projects, continuous improvement, and metric-driven management. * Certifications in ITIL, COBIT, or similar frameworks. * Experience in retail, healthcare, banking, or large distributed operations. * Familiarity with ITSM tools (ServiceNow, BMC, Movidesk, or similar). * Knowledge of Governance frameworks, risk management, and compliance. Employment type: CLT; Working hours: Monday to Friday, 08:00–17:48 (Fully on-site, with flexible working hours); Work location: Headquarters – Vila Leopoldina (near Parque Vila Lobos / Vila Lobos-Jaguaré Station). Differences compose our recipe! Here, everyone is welcome—because what matters most is that you truly become who you wish 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 regarding personal data processing during recruitment and selection, please access our Candidate Privacy Notice: https://dpo.privacytools.com.br/policy\-view/zGOMqr6g4/0/policy/pt\_BR?s\=1726164242778 251221020255915714