Corporate IT Lead

Description

Job Summary: We are seeking an Operational Leader to transform e-commerce in LATAM, leading the evolution of our corporate IT operations and elevating the technological experience for employees. Key Highlights: 1. Lead the evolution of corporate IT operations. 2. Design processes and strengthen teams in a ground-up build challenge. 3. Promote a culture of continuous improvement based on metrics and best practices. At Dropi, we are transforming how e-commerce is done in LATAM—and we want you to be part of this story. We are looking for an Operational Leader with proven experience leading corporate IT service desks in technology companies. Someone ready to take on a ground-up build challenge—leading the evolution of our corporate IT operations and elevating the technological experience for nearly 500 employees across the organization. This is an opportunity to design processes, strengthen teams, implement best practices, and position the IT function as a strategic enabler for business growth. What will be your mission? Lead Corporate IT strategy and operations at Dropi Group, ensuring efficient delivery of technological services to organizational employees. You will be responsible for designing, implementing, and optimizing processes, tools, and service standards—fostering a culture of continuous improvement grounded in metrics, user experience, and IT service management best practices. What will you do? Lead the corporate IT support and operations team, promoting high performance and service standards. Design and consolidate Corporate IT processes under service management frameworks aligned with ITIL. Manage incident, request, change, and problem resolution operations—ensuring adherence to defined service level agreements (SLAs). Implement KPIs, dashboards, and tracking mechanisms to measure service quality and efficiency. Administer and optimize the service management platform (Jira Service Management). Identify opportunities for automation, standardization, and continuous process improvement. Manage technology vendors related to corporate operations. Lead initiatives for IT department transformation and professionalization. Collaborate closely with other Infrastructure teams to ensure integrated and scalable operations. Participate in defining the group’s technology strategy and the evolution of its IT operating model. Plan the progressive expansion of the department’s scope across the group’s various companies. Your superpowers Bachelor’s degree in Systems Engineering, Computer Engineering, Telecommunications, or related fields. 5+ years of experience in corporate IT, support, or technology service management. Minimum 2 years leading IT support or service teams. Strong theoretical knowledge and hands-on experience with ITIL 4. Experience administering service management platforms such as Jira Service Management. Knowledge of incident, problem, change, and service level agreement (SLA) management. Experience building operational KPIs and data-driven tracking models. General understanding of modern corporate environments, device management, collaboration tools, and enterprise productivity solutions. Nice to have ITIL 4 Foundation or higher certification. Experience in technology companies, SaaS, e-commerce, or fast-growing startups. Familiarity with monitoring and observability tools such as DataDog. Experience working in cloud environments—preferably AWS. Knowledge of support process automation practices. Experience in organizational integration or consolidation of multiple companies. Certifications related to Service Management, Agile, or team leadership. · At Dropi, you’ll join a company redefining the future of digital commerce in LATAM. Join us!. -Requirements- Minimum education: University / Professional Degree 5 years of experience Keywords: enterprise, corporate, technologies, information, IT, leader, head, manager, director, chief, lead, leadership, supervisor