Service Delivery Enablement Coach (ITIL)

TL;DR

Service Delivery Enablement Coach (ITIL): Designing and operating a global ITIL and IT Service Management training program to align resource capabilities with company processes and international quality standards. Focus on delivering live and virtual training sessions, coaching global delivery teams, and improving internal managed services methodologies.

Location: Onsite in São Paulo, Brazil

Company

Global provider of end-to-end enterprise software support, products, and services for Oracle, SAP, Salesforce, and AWS.

What you will do

• Design, deploy, and operate a global ITIL and IT Service Management training and enablement program for Global Command Centers.
• Translate standard operating procedures into training materials, presentations, and reference guides.
• Deliver live and virtual training sessions, with a primary focus on enabling the Brazil GCC.
• Provide 1-on-1 coaching and mentoring to individuals and teams on approved service delivery processes.
• Support the rollout of new or updated processes through structured enablement plans.
• Conduct assessments to evaluate process adoption and adjust coaching approaches accordingly.

Requirements

• Must be based in São Paulo, Brazil (onsite position)
• Bachelor's or Master's degree in Computer Science or related field.
• ITIL certification at the Expert or Master Level
• 5+ years of experience in technology or service management.
• Fluent English and Portuguese
• Proven experience in delivering ITIL training and coaching services.

Nice to have

• Working knowledge of ServiceNow.
• Consulting experience.

Culture & Benefits

• Competitive compensation, bonuses, and benefits for top-performing members.
• Fast-paced environment focused on professional growth and impact.
• Culture based on mutual respect, collaboration, and accountability (the Four Cs).
• Commitment to diversity, inclusion, and equal employment opportunity.
• Philanthropic engagement through the hirify.global Foundation.