IT Services Operations Manager

Mars; Guararema; Híbrido; BRL 240 000 - 420 000; Tempo integral

Resumo da oferta

Mars is seeking a Service Operations Manager in Guararema, hybrid role leading the 2nd level remote support team across the Americas shift. You will guide a group of 8–10 specialists, drive operational excellence and crisis management with ITIL-aligned practices.

You will champion automation, user-centric support, and continuous service improvements while coordinating with global hubs to ensure 24/7 global coverage and reliable service delivery across Mars technologies and applications.

Qualificações

• 2nd-level people leadership experience managing a team of 8–10 resources.
• Strong ITIL knowledge and crisis management experience.
• Solid technical analytical skills in at least one technology area.
• Excellent communication and ability to influence stakeholders during outages.

Responsabilidades

• Lead, mentor, and develop 8–10 resources including 2nd level specialists.
• Own crisis and incident management during the Americas shift.
• Oversee root cause analysis and post-incident reviews (PIRs/PCRs).
• Drive operational metrics and ensure SLA/KPI achievement.
• Drive service and process improvements and automation initiatives.
• Promote user-centric support and digital self-service adoption.

Descrição da oferta de emprego

Service Operations Manager | hybrid | Guararema

As the Service Operations Manager in Guararema, you will lead the Service Operations team (Level 2 remote support) during the Americas shift. You will act as a people leader for high‑performing resources and a critical crisis management team, ensuring operational excellence, continuous service improvement, and adherence to ITIL best practices.

Our operations follow a Follow‑the‑Sun model across our hubs in Guararema (Brazil) and India to provide 24/7 global support. Your mission is to provide day‑to‑day direction, foster a collaborative environment and drive user‑centricity and automation across all Mars technologies and applications.

Key Responsibilities

• People Leadership & Development: Lead, mentor, and develop a team of 8 to 10 resources (including 2nd level specialists and crisis management members), promoting collaboration and high performance.
• Crisis & Incident Management: Lead IT crisis management and act as the escalation point for Major Incidents during the Americas shift, minimizing business impact.
• Problem Management & Prevention: Oversee the root‑cause analysis (Problem Management) process, implement PIRs (Post‑Incident Reviews) and PCRs (Post‑Crisis Reviews) to eliminate recurrences and proactively address process alerts.
• Operational Excellence & KPIs: Serve as the guardian of operational metrics, ensuring the team consistently delivers and exceeds agreed‑upon Service Level Agreements (SLAs) and KPIs.
• Service & Process Improvement: Drive continuous improvement initiatives, streamlining standard support flows and preparing the team for new technology rollouts via the Take‑on process.
• User Centricity & Digital Evolution: Champion a digital mindset to promote behavioral change, shifting user habits toward self‑service and automated support channels.

What are we looking for?

• Proven Leadership Experience: 2nd‑level people leadership experience to manage a team of 8 to 10 technical support and crisis management resources.
• ITIL & Crisis Management Expertise: Strong background in IT crisis management, ITIL best practices, and structured Problem Management.
• Technical Analytical Skills: Strong technical proficiency in at least one technology area is highly preferred to build logical and analytical thinking into the team's problem‑solving.
• Communication & Influence: Ability to navigate complex technical discussions, lead critical outages, and manage stakeholder communication during high‑pressure situations.
• Innovation Mindset: Passion for automation, chatbot/self‑service adoption, and user‑centric support models.

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