обновлено 8 часов назад
Manager Service Desk & IT Service Management (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Manager Service Desk & IT Service Management (ITSM): Leading end-to-end service desk and IT service operations in a global multi-vendor environment with an accent on SIAM governance, ITIL practices, service performance, and user experience. Focus on managing major incidents, optimizing ServiceNow-based workflows, and integrating automation, AIOps, observability, CMDB, and service catalog capabilities.
Location: Sao Paulo Faria Lima, Brazil
Company
SolCo is an innovation-driven animal nutrition solutions company 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 stable delivery, high-quality support, and rapid major incident resolution.
- Lead the SIAM operating model and multi-vendor ecosystem, coordinating integrated service delivery and cross-functional accountability.
- Govern SLA, KPI, and XLA performance, user experience, customer satisfaction, and continuous service improvement.
- Own the ITSM/ESM platform strategy, including ServiceNow, automation, AIOps, observability, self-service, workflow optimization, CMDB, and service catalog capabilities.
- Manage service providers, contracts, financials, operational governance, compliance, security, audit, and regulatory requirements.
- 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.
- Hands-on experience with ITSM/ESM platforms, preferably ServiceNow, including CMDB, Service Catalog, service mapping, automation, and workflow optimization.
- Understanding of infrastructure, cloud, connectivity, cybersecurity, and business application landscapes.
- Strong leadership, analytical, stakeholder management, and communication skills, including the ability to explain complex technical concepts in clear business language.
Culture & Benefits
- Autonomy supported by clear goals and modern tools.
- Collaborative, inclusive, and equal-opportunity work environment.
- Opportunities for innovation, career growth, and learning across businesses, teams, and borders.
- Support from a global team focused on progress and creativity.
- Opportunity to contribute to science-based solutions for animal nutrition and the global animal protein value chain.
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