**Description: Apply quickly by email:** **Responsibilities and desired experiences:** **Activities:** Plan the company's and our clients' IT processes with ITSM contracts, using appropriate methodologies to ensure efficiency and achievement of objectives. Coordinate internal teams for information security, infrastructure, backup, and cloud, implementing management strategies that ensure service protection and continuity. Interact with clients to promote effective communication and ensure satisfaction and fulfillment of IT contracts. Manage contracts by applying ITIL and COBIT frameworks and best practices, ensuring service quality and efficiency. Develop business continuity and disaster recovery plans according to ISO 27001 best practices, minimizing risks and ensuring operational continuity. Define KPIs for the internal IT team, with clear metrics enabling performance monitoring and improvement of operations. Ensure compliance with SLAs established and negotiated in contracts, through coordination between the sales team and the client’s business areas, guaranteeing their satisfaction. Monitor the internal NOC and SOC environment, optimizing dashboards and efficiently addressing client needs. Interact with the company's project team, understanding delivery scopes and converting requirements into efficient IT operations. Promote alignment meetings for the internal IT team based on agile methodologies, ensuring coordination and operational effectiveness. Present performance reports, results, and indicators to management, using accurate data to drive continuous process improvement. Add and refine internal IT processes using BPMN methodology, increasing their efficiency and effectiveness. Manage IT risks through assessment tools, mitigating potential threats and ensuring operational security. Promote IT governance in compliance with the General Data Protection Law (LGPD), ensuring information protection and integrity. Actively work to remove impediments, using problem-solving skills to ensure operational continuity. **Benefits:** Medical insurance, Dental insurance, Life insurance, Meal allowance of R$ 718.00, Training programs, Certification incentives, Birthday day off **Working hours:** Business hours \- Must have flexible availability. **Knowledge:** **Education:** Bachelor's degree \- Systems Analysis and Design, Software Engineering, Information Technology, related fields \- Completed **Technical skills:** ITIL 2510170202241813751