Job Summary: Responsible for managing the delivery of IT services, overseeing daily operations, ensuring SLA compliance and ITSM processes. Key Highlights: 1. Oversee the service lifecycle and ensure its performance. 2. Promote continuous improvement and innovation. 3. Collaborate with cross-functional teams and manage vendor relationships. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Authorities** Service Owner. Responsible for managing the delivery of IT services: overseeing daily operations, ensuring delivery in accordance with agreed SLAs, and managing any issues or incidents that may arise. Ensures adherence to all ITSM processes (e.g., knowledge, incident, and problem management). Participates in IT budget management, vendor contract negotiations, and compliance with IT policies and regulations. Daily activities may vary, as they support team members whenever necessary. This position’s general scope includes: * Service roadmap and lifecycle management: oversees the service lifecycle—from requirements through development to deployment and maintenance—ensuring performance, availability, and security/compliance. * Performance monitoring and reporting: monitor and report on service and application performance and oversee issue resolution; ensure SLA and KPI compliance. Prepare monthly performance reports and presentations for leadership. * Budget: own and maintain the budget for application maintenance and related roadmap/investment activities. * IT Service Continuity: ensure that IT service continuity plans (e.g., disaster recovery) are defined, maintained, and tested. * Security and Compliance: ensure service plans and roadmaps also include and comply with security standards, including patching, etc. * Training: provide training and support to end users and ensure support teams possess required knowledge and skills. * Knowledge Management: ensure appropriate documentation levels (e.g., manuals) and enforce retention of knowledge artifacts. * Onboarding and Retention: oversee onboarding (e.g., users, vendors) and ensure appropriate knowledge levels are attained; manage vendor transition and retention. * Continuous Improvement: foster continuous improvement and innovation, including leveraging contractual vendor obligations. Review service performance data to identify process improvement opportunities; participate in problem management meetings to identify root causes of recurring incidents. * Customer Relationship and Satisfaction: monitor customer satisfaction and promptly address any issues or concerns. * Cross-Functional Collaboration: collaborate with traditional and product teams to escalate and resolve critical issues, acting as a bridge for any application-related discussions (e.g., new requirements, issues identified, interdependencies, etc.). * Vendor Management: manage relationships with vendors and service providers related to operational aspects of their delivery. Interact with the group vendor. * Contract Adjustment and Escalation Management **Requirements and Qualifications** * English C1\. * Prior experience in service management — 3\+ years. What we truly seek is proven service management experience. * Solid understanding of IT service management (ITSM) principles and frameworks. * SAP systems experience: a strong advantage, but not mandatory. * Familiarity with the ITIL methodology (certification is a plus, but not mandatory). * Demonstrated experience in stakeholder management, complex service management, and improvement. * Customer-centric mindset. **Additional Information** Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future—together!
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
