Service Delivery Enablement Coach (ITIL)

TL;DR

Service Delivery Enablement Coach (ITIL): Designing and deploying 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, providing 1-on-1 coaching, and ensuring consistent service delivery across global teams with a primary focus on the Brazil GCC.

Location: Onsite in São Paulo, Brazil

Company

hirify.global is a global provider of end-to-end enterprise software support, products, and services, serving as a leading third-party support provider 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.
• Translate standard operating procedures into clear training materials, presentations, and reference guides.
• Deliver live and virtual training sessions for global delivery teams, focusing on the Brazil GCC.
• Provide 1-on-1 coaching and mentoring to support the application of approved service delivery processes.
• Conduct assessments to evaluate process understanding and track enablement progress.
• Act as the primary enablement point of contact for the Brazil GCC while driving global alignment.

Requirements

• Fluent English and Portuguese required
• Must be based in São Paulo, Brazil (Onsite role)
• Bachelor 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
• Proven experience in delivering ITIL training and coaching services

Nice to have

• Working knowledge of ServiceNow
• Consulting experience
• Experience with Salesforce Service Cloud, Cherwell, or Jira

Culture & Benefits

• Opportunity to work with a global team across multiple time zones
• Commitment to a diverse and inclusive work environment
• Focus on professional growth and learning new skills
• Participation in a company culture guided by the Four Cs: Company, Colleagues, Clients, and Community