12463627 - Coordenador(a) de Operações Bilíngue - SP

DigAI; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

Stefanini Group is seeking a Client Face professional to manage global accounts, guiding IT service governance and transformation. You will coordinate with international clients in English, align with contracts, SLAs, and billing models, and work with technical teams to implement robust solutions.

The role emphasizes collaboration, accountability, and delivering measurable business impact across a global IT services environment.

Qualifications

• Advanced English to analyze contracts, negotiate scope and deadlines.
• Strong ITIL knowledge across Asset, Incident, Problem and Change Management.
• Experience with ITSM platforms like ServiceNow and monitoring tools such as SolarWinds.
• Understands networks, connectivity, and access management for apps/networks.
• Proven ability to govern services, manage scope, and maintain a knowledge base.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Manage global accounts as the main client focal point for support and relationships.
• Oversee IT service management and governance, ensuring contract/SLAs compliance.
• Analyze contracts and demands to identify deadlines, milestones, risks, deliverables, and billing models.
• Participate in alignment meetings and contract negotiations with international clients in English.
• Collaborate with technical teams to diagnose issues and define solutions.
• Maintain knowledge bases and procedures to drive standardization and continuous improvement.

Skills

IT governance

Contract negotiation

Stakeholder management

Advanced English

Presentation skills

Project coordination

Tools

ServiceNow

SolarWinds

Job description

At Stefanini Group, we believe in the power of collaboration to co-create innovative solutions by combining cutting-edge technology, artificial intelligence, and human creativity. We are looking for a dedicated Client Face professional to manage global accounts, driving transformation and delivering real business impact on a global scale. If you seek professional growth in an environment that values innovation, respect, autonomy, and partnership, this opportunity is for you. Join us to act as a key focal point in building strong client relationships and ensuring excellence in IT service governance.

Responsibilities

• Manage global accounts, serving as the main focal point for client support, relationship management, and demand escalation.
• Oversee IT service management and governance, ensuring compliance with contracts, SLAs, scopes, and ITIL best practices.
• Analyze global client contracts and demands to identify deadlines, milestones, risks, deliverables, and billing models.
• Participate actively in alignment meetings and contract negotiations in English with international clients.
• Partner with technical teams and operational units to analyze complex issues and define effective solutions.
• Maintain and update knowledge bases, procedures, and operational documentation to drive standardization and continuous service improvement.

Mandatory requirements

• Advanced/Business English proficiency to analyze contracts, negotiate scope/deadlines, and lead international client meetings.
• Solid knowledge of ITIL frameworks, including Asset, Incident, Problem, and Change Management.
• Experience with ITSM platforms such as ServiceNow (or similar) and SolarWinds (or similar).
• Practical understanding of networks, connectivity, and access management for applications and networks.
• Familiarity with Service Desk operations across phone and chat channels.
• Expertise in IT governance, service coverage, scope management, and knowledge base administration.
• Strong negotiation skills regarding project deadlines and scope adjustments.
• Clear, objective, and effective oral and written communication skills.
• High degree of organization, analytical problem-solving abilities, and empathy toward clients and colleagues.
• Confidence and poise in preparing and delivering presentations to internal stakeholders and global clients.

Differentials

• Familiarity with Artificial Intelligence concepts and Power BI report generation.
• Intermediate Spanish communication skills for business conversations.

What we expect
We expect a proactive, empathetic, and communicative professional who thrives in a dynamic global setting. You should be committed to building strong, trust-based relationships with clients while maintaining high standards of operational governance and continuous improvement.