Join Simpress, the leading IT outsourcing provider in Brazil! What drives us is our mission: to make our customers' lives easier. We foster an innovative environment that demands agility and delivery. We value continuous learning and offer opportunities for every professional to grow, take ownership of their career journey, and accelerate their professional development. If you resonate with our way of being, join our \#Simlovers team! **Responsibilities and Duties** * Coordinate IT outsourcing service operations, ensuring contract execution with a focus on quality, productivity, SLA compliance, and customer satisfaction; * Lead technical and operational teams for **Workplace**, **Field Service**, and **Service Desk**, promoting performance monitoring, professional development, engagement, and ongoing team management; * Manage operational services across the following areas: * **Workplace:** support for microcomputer environments, user experience, and maintenance of the technology fleet; * **Field Service:** on-site technical support, field assistance, and operations in remote regions; * **Service Desk:** remote support, incident handling, service requests, and ticket monitoring; * **IT Asset Management:** control of equipment lifecycle, inventory, movement, traceability, and IT asset governance; * **Mobility Management:** management of corporate smartphones, tablets, and mobile devices, including security policies, inventory, configuration, and end-user support; * Administer and govern mobility environments using MDM (Mobile Device Management) tools such as: * **Microsoft Intune** * **NXT Mobiltec** * **Samsung Knox** * **Workspace ONE** * Ensure implementation of best practices in IT operations and governance, focusing on continuous process improvement and customer experience; * Monitor operational metrics, KPIs, and SLAs; develop action plans, recovery strategies, and executive performance reports ("Operational Book"); * Deliver periodic performance presentations to clients and internal leadership, demonstrating operational performance, indicator trends, and improvement opportunities; * Directly manage client and internal stakeholder relationships, ensuring alignment of deliverables, effective communication, and expectation management; * Support operational strategies, vendor and partner management, where applicable; * Conduct on-site client visits to monitor operations, identify improvement opportunities, and strengthen operational relationships. **Requirements and Qualifications** * Proven experience coordinating IT service outsourcing operations; * Hands-on experience in operations for: * Workplace; * Field Service; * Service Desk; * IT Asset Management; * Mobility and corporate mobile device management; * Experience in **IT Team Management**, including performance tracking, people development, feedback delivery, and metric-driven management; * Knowledge of MDM (Mobile Device Management) tools, such as: * Microsoft Intune; * NXT Mobiltec; * Samsung Knox; * Workspace ONE; * Familiarity with ticketing and ITSM tools, such as: * ServiceNow; * Jira; * Knowledge of SLA-based operational management, KPIs, continuous improvement, and service governance; * Fluency or advanced English proficiency for meetings, executive presentations, reporting, and corporate interactions; * Ability to build and present operational results ("Executive Book"); * Availability for hybrid work (**hybrid position**) and client visits; * Own vehicle and willingness to travel; * Completed undergraduate degree. **Differentiators** ================ * Knowledge of ITIL, service governance, and large-scale operational management; * Experience in complex corporate environments and strategic contracts; * Analytical and collaborative profile, with emphasis on relationship management, customer experience, and crisis management; * Leadership capability in dynamic, high-performance environments. **Additional Information** Check out the benefits included in this journey: Profit Sharing Program (PLR): Above-market recognition, valuing achievements built together. Health and Well-being: Medical and dental coverage for employees and dependents; Telemedicine with no copayment; Mental Health and Healthy Eating Programs; Wellhub. Meal or Food Allowance. Birthday Day Off. Development: Sim University — our corporate university offering courses and learning paths that encourage continuous learning and professional growth; Educational partnerships with recognized academic institutions. Referral Program: Great referrals to join our team are duly recognized.
João Silva
Indeed · HR
João Silva
Indeed · HR
