Manager Service Desk & IT Service Mgt

Location: Sao Paulo Faria Lima, Brazil

Company

Customer-focused, innovation-driven solutions business dedicated to animal nutrition, combining products, services, data, and expertise for the global animal protein value chain.

What you will do

• Own end-to-end Service Desk and IT service operations, ensuring high-quality support, stable service delivery, and rapid major incident resolution.
• Lead the SIAM operating model and multi-vendor ecosystem, integrating service delivery and establishing standardized ITSM processes and cross-functional accountability.
• Govern service performance, user experience, continuous improvement, SLAs, KPIs, XLAs, service excellence, and customer satisfaction initiatives.
• Own the ITSM/ESM platform strategy, including ServiceNow, automation, AIOps, observability, self-service, workflow optimization, CMDB, service catalog, and service mapping.
• Manage service providers, contracts, financials, and operational governance while ensuring cost efficiency, innovation, security, audit, and regulatory compliance.
• Drive IT Service Management as a strategic capability across infrastructure, cloud, connectivity, cybersecurity, and business applications.

Requirements

• Bachelor’s or Master’s degree in IT, Engineering, or a related discipline.
• Experience in IT Service Management, Service Desk leadership, and enterprise service delivery.
• Strong expertise in ITIL practices, SIAM and multi-vendor environments, major incident management, and service performance governance using SLA, KPI, and XLA metrics.
• Hands-on experience with ITSM/ESM platforms, preferably ServiceNow, including CMDB, Service Catalog, service mapping, automation, and workflow optimization.
• Broad understanding of infrastructure, cloud, connectivity, cybersecurity, and business application landscapes.
• Excellent leadership, analytical, stakeholder management, and communication skills, including the ability to explain complex technical concepts in clear business language and drive continuous improvement.

Culture & Benefits

• Autonomy supported by clear goals, modern tools, and space to innovate.
• Collaborative and inclusive culture where ideas and individual contributions are valued.
• Career growth and learning opportunities across businesses, teams, and countries.
• Support from a global team committed to progress and creativity.
• Equal opportunity workplace with inclusive hiring practices and support available during the application process.