Bilingual Operations Coordinator

Jobtailor; São Paulo; Presencial; BRL 90 000 - 130 000; Tempo integral

Resumo da oferta

Jobtailor is hiring for a Global IT Services Manager to oversee and govern IT services across multiple client accounts. You will ensure contracts, SLAs, and ITIL-aligned processes are followed and act as the main liaison for client relationships.

You will analyze contracts, coordinate with engineering and operations, and support negotiations in English. Travel within the state of São Paulo may be required.

Qualificações

• Proficient in ITIL-based ITSM processes and governance.
• Strong ability to analyze contracts, SLA scope, and client requirements.
• Experience coordinating global accounts and cross-functional teams.
• Advanced English in professional settings; Spanish is a plus.

Responsabilidades

• Manage global accounts and govern IT services per contracts, SLAs, and ITIL aligned processes.
• Analyze contracts and client requests to identify deadlines, milestones, risks, deliverables, and billing models.
• Participate in negotiations and meetings in English.
• Serve as the focal point for customer support and relationships; handle escalated requests.
• Collaborate with technical and Other Operations teams to define solutions.
• Maintain up-to-date knowledge bases, procedures, and documentation.
• Promote standardization, information sharing, and continuous service improvement.

Conhecimentos

Advanced English

ITIL Knowledge

ServiceNow

SolarWinds

Network Access Management

Governance

Documentation

Billing Models

Service Desk

Communication Skills

Problem Solving

Organizational Skills

Empathy

Presentation Skills

Spanish (Intermediate)

Travel Flexibility

Power BI

AI Reporting

Ferramentas

ServiceNow

SolarWinds

Power BI

AI Reporting

Descrição da oferta de emprego

• Manage global accounts
• Manage and govern IT services, ensuring compliance with contracts, SLAs, contracted scope, and processes aligned with ITIL best practices
• Analyze contracts and requests from global clients, identifying deadlines, milestones, risks, deliverables, and billing models
• Participate in negotiations and meetings in English
• Serve as the focal point for customer support and relationships
• Handle and escalat requests
• Analyze issues and define solutions together with technical teams and other Operations teams
• Administer and maintain up-to-date knowledge bases, procedures, and operational documentation
• Promote standardization, information sharing, and continuous service improvement

Requirements

• Advanced English proficiency, particularly in a business context
• Knowledge of ITIL, including asset, fault, incident, and change management
• Knowledge of ITSM platforms such as ServiceNow or similar
• Knowledge of SolarWinds or similar tools
• Knowledge of networks and connectivity
• Knowledge of application and network access management
• Knowledge of Service Desk operations, including phone and chat support
• Knowledge of governance, documentation, service coverage, contracted scope, and special projects
• Knowledge of knowledge-base management, including version control, approval, and distribution
• Ability to negotiate deadlines and scope
• Strong verbal and written communication skills; AI-generated communication is not acceptable
• Ability to analyze problems and solutionsEmpathy toward customers and colleagues
• Strong organizational skills
• Confidence in presenting to internal stakeholders and clients
• Intermediate Spanish is desirable
• Familiarity with AI and Power BI reporting is desirable
• Willingness to travel between cities in the state of São Paulo
• Availability to visit clients at various locations throughout the state of São Paulo

Core Competencies

Demonstrates expertise in managing global accounts and IT services while ensuring compliance with ITIL best practices. Proficient in contract analysis, customer relationship management, and problem-solving in collaboration with technical teams.

Highest-signal resume keywords

• ITIL Knowledge
• ServiceNow Proficiency
• Contract Analysis
• Advanced English Proficiency
• Customer Relationship Management

ATS Optimization Keywords

Hard Skills

• ITIL
• Contract Analysis
• Problem Solving
• Service Desk Operations
• Network Access Management
• Knowledge-Base Management
• Governance
• Documentation
• Billing Models
• Continuous Service Improvement

Soft Skills

• Strong Verbal Communication
• Strong Written Communication
• Organizational Skills
• Empathy
• Presentation Skills

Industry Keywords

• ITSM
• SLA
• Global Accounts Management
• Customer Support
• Operational Documentation

Tools & Technologies

• ServiceNow
• SolarWinds
• AI Reporting
• Power BI