IT Service Manager – Specialist

🕒 3 days ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Runtalent

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2003

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Runtalent is a technology services company that specializes in the allocation of qualified professionals across various tech platforms for project needs. They focus on agile squads and managed services, ensuring operational efficiency and project success. With over 20 years in the market, Runtalent has established a strong talent pool and collaborates with multiple industries including finance, healthcare, and entertainment to provide tailored solutions for each client.

📋 Description

• Lead and manage the delivery of IT services across different business units, ensuring SLAs, performance indicators, and customer satisfaction • Monitor service performance and implement continuous improvement initiatives using KPIs, operational metrics, and data-driven analysis • Develop and implement workflow automation to reduce manual activities and optimize processes • Identify trends, bottlenecks, and potential issues through data analysis, proposing preventive and corrective actions • Develop and maintain Power BI dashboards and reports on service health, team performance, SLAs, and operational bottlenecks • Create reports and presentations using data storytelling for technical and executive audiences • Manage IT vendors and contracts, including performance management, procurement, evaluation, and service-level negotiations • Ensure adherence to internal policies, audit requirements, compliance standards, and data governance practices • Work with business leaders to prioritize IT initiatives and projects • Lead change management strategies for service transitions and technology implementations • Develop and maintain the service catalog, asset management processes, and reporting frameworks • Prepare periodic reports for leadership featuring metrics, trends, analyses, and dynamic dashboards • Ensure governance of Incident, Problem, Change, Release, and Service Request Management • Identify opportunities for RPA, scripting, and Artificial Intelligence to optimize Service Management • Promote collaboration, innovation, continuous improvement, and accountability across IT service teams • Support on-call process escalations when the designated owner is unavailable • Lead the handling of high-priority incidents outside business hours

🎯 Requirements

• Bachelor’s degree in Information Technology, Business Administration, Data Science, or a related field • Experience managing teams, overseeing operations, and leading overall operations delivery • Proven experience in IT Service Management, IT Operations, and Service Delivery • Strong knowledge of ITIL and IT service management best practices • Experience managing and monitoring SLAs, KPIs, operational metrics, and performance indicators • Hands-on experience with Power BI, including developing interactive dashboards, data modeling, report creation, using DAX, data storytelling, and analyzing service metrics • Experience with data analytics and visualization tools such as Tableau, Splunk, or similar platforms • Ability to collect, prepare, analyze, and interpret large volumes of data • Experience connecting Power BI to ITSM platforms, databases, APIs, Excel, and other enterprise data sources • Knowledge of SQL and data integration methods • Experience with ITSM platforms, preferably ServiceNow and/or Jira Service Management • Knowledge of Incident, Problem, Change, Release, and Service Request Management • Experience or knowledge of process automation using Power Automate, Ansible, UiPath, Python, PowerShell, or similar tools • Knowledge of RPA and automation applied to service management • Knowledge of Artificial Intelligence applied to IT Service Management is a plus • Knowledge of GDPR and ISO 27001 • Knowledge of data governance and information management best practices • Experience with ServiceNow • Experience with Jira Service Management • Advanced English proficiency • ITIL, PMP, or similar certifications are a plus

🏖️ Benefits

• Possibility of contract extension based on performance