Lead IT Service Specialist

Location: Piracicaba, São Paulo, Brazil; on-site five days a week.

Company

hirify.global manufactures construction and mining equipment, engines, industrial gas turbines, and diesel-electric locomotives while developing products and services focused on sustainability.

What you will do

• Govern IT service delivery across Latin America, monitoring service levels, operational performance, resource requirements, and adherence to service processes.
• Coordinate regional service delivery across internal teams and vendors, including regular performance reviews with HCL for Remote Desktop Support.
• Manage vendor performance, SLAs, operational metrics, service gaps, escalations, root-cause discussions, and corrective or preventive actions.
• Lead service optimization, process remediation, shift-left opportunities, low-complexity projects, technician training, and operational readiness activities.
• Coordinate resource onboarding and offboarding, regional Service Delivery Analysts, PC forecasting, demand management, custom orders, and PC disposal activities.
• Manage regional service-delivery budgets, purchase orders, capital spending, Placed in Service activities, and financial planning.

Requirements

• Bachelor’s degree.
• Pre-Advanced English and Pre-Advanced Spanish.
• Demonstrated experience in IT Service Management, IT Service Delivery, Service Level Management, or a closely related discipline.
• Experience managing or governing third-party IT service providers.
• Experience with SLAs, service-performance metrics, operational reviews, and continuous-improvement activities.
• Ability to work effectively across regional, global, and cross-functional teams and communicate complex service issues clearly to technical and business stakeholders.
• Ability to manage multiple priorities, escalations, and improvement activities in a structured way.
• Ability to generate and interpret statistical information, including sampling, distributions, and standard deviation; frame problems, compare alternatives, identify data patterns, and reach evidence-based conclusions.
• Accuracy and attention to detail when working with large quantities of information, plus the ability to query and analyze data and clarify stakeholder requirements.
• Experience using AI productivity tools, particularly Sidekick and Microsoft Copilot, in day-to-day activities.

Nice to have

• ITIL or ITSM framework knowledge or certification.
• Experience in a large, multinational, or matrixed organization and in supporting Latin American IT operations.
• Device as a Service support-management experience.
• Experience facilitating root-cause analysis, corrective-action plans, vendor governance, and service-performance reviews.
• Understanding of endpoint or PC lifecycle and demand management.
• Experience supporting IT budgets, purchase orders, and capital-management processes.
• Continuous-improvement or Lean problem-solving experience.

Culture & Benefits

• Inclusive culture focused on equity, respect for differences, diversity, and professional growth.
• Medical and dental plans, medicines reimbursement, Wellhub, and psychological, legal, social, and financial support.
• Private pension plan, profit share, Christmas basket, transportation, life and personal insurance.
• Extended maternity and paternity leave and employee resource groups for young professionals, women, LGBTQIA+ employees, Latin employees, and sports participants.
• On-site work is required five days per week.