Technical Services Mgr

Stefanini; São Paulo; Vor Ort; BRL 180.000 - 260.000; Vollzeit

Zusammenfassung

Stefanini in Brazil is seeking a seasoned Technical Services Manager (TSM 2) to be the single point of contact for flagship accounts, ensuring operational readiness and governance oversight. You will lead incident management, performance metrics, and cross-team collaboration to deliver high-quality outcomes.

You will manage multi-disciplinary teams across Workplace and Hybrid Cloud infrastructures, driving continuous improvement while maintaining strong customer relationships and service

Qualifikationen

• 10+ years in IT with at least 5 years in technical service management.
• Experience managing multi-disciplinary teams focused on Workplace and/or Hybrid Cloud Infrastructure.
• ITIL core processes design, implementation and management (incident, change, problem, request).
• Familiarity with IT infrastructure components (AD, Network, Storage, Virtualization, Backup) and Digital Workplace tech such as O365.
• Excellent English communication and strong stakeholder management.

Aufgaben

• Lead initiatives to mature internal processes and enable agile team delivery.
• Manage customer expectations and establish clear accountabilities for alignment and satisfaction.
• Communicate delivery commitments effectively to maximize value.
• Maintain governance with reporting, risk matrices, and timelines.
• Engage senior stakeholders, project teams, and vendors to drive outcomes.
• Identify bottlenecks and drive resolution while balancing security and business needs.

Kenntnisse

ITIL Proficiency

Technical Awareness

Process Automation

Security Frameworks

English Communication

Interpersonal Skills

Analytical Thinking

Initiative Integrity

Microsoft Office

Tools

ServiceNow

HPSM

BMC Remedy

Active Directory

O365

Jobbeschreibung

Join us to co-create solutions for a better future!

Job Details

Information Technology

Technical Services Mgr , Posted:11/5/2026 Job Description Job ID#:

65339

Job Category: Information Technology

Position Type: Full Time

Remaining Positions: 1

Details: Stefanini is seeking a dynamic and experienced Technical Services Manager (TSM 2) to join our Infra TSMO services organization. In this pivotal role, you will be the single point of contact for few of our flagship accounts, ensuring operational readiness and oversight governance. Your leadership will be instrumental in driving excellence and fostering strong relationships with our customers.

Key Responsibilities:

• Process Maturation: Lead initiatives to enhance internal processes, breaking down work into logical functions to enable agile and efficient team delivery.
• Customer Relationship Management: Manage customer expectations and establish clear accountabilities to ensure alignment and satisfaction.
• Delivery Commitment Clarity: Communicate delivery commitments effectively, prioritizing tasks to maximize value for the customer and the organization.
• Stakeholder Engagement: Maintain effective communication with senior-level customer stakeholders, project delivery teams, internal teams, and third-party vendors.
• Bottleneck Resolution: Proactively identify and address bottlenecks, balancing security and business needs against constraints.
• Governance Oversight: Define and maintain robust governance frameworks, including reporting, monitoring, escalation, and control mechanisms.
• Cross-Team Collaboration: Drive cross-team initiatives, defining objectives and metrics, and leveraging data analysis to inform decision-making.
• Progress Reporting: Maintain comprehensive progress reports, including program metrics, risk matrices, and timelines, to communicate team performance and project status.
• Policy and Process Management: Develop and implement policies and processes tailored to customer needs, ensuring adherence and compliance.
• Continuous Improvement: Champion a framework for continuous service improvement, integrating achievements into governance practices.
• Team Shielding: Remove impediments for teams and protect them from external disruptions to foster a productive environment.
• Issue Tracking and Resolution: Oversee issue tracking and action planning, ensuring accountability and timely resolution.

Job Requirements Details:

Experience: 10+ years of professional IT experience, with at least 5+ years in technical service management, managing multi-disciplinary teams focused on Workplace and/or Hybrid Cloud Infrastructure platforms and services.

• ITIL Proficiency: Demonstrated experience in designing, implementing, and managing ITIL core processes (incident, request fulfillment, change management, problem management).
• Technical Acumen: Familiarity with IT infrastructure components (Active Directory, Network, Storage, Virtualization, Back up etc.) and Digital Workplace technologies (Microsoft Endpoint Management, O365).
• Process Automation: Knowledge of IT process automation tools such as ServiceNow, HPSM, or BMC Remedy.
• Security Frameworks: Understanding information security management frameworks (ISO/IEC 27001, ITIL, COBIT) and ability to communicate IT risks to stakeholders effectively.
• Communication Skills: Exceptional written and verbal communication skills in English
• Interpersonal Skills: Strong collaborative, interpersonal, and customer service skills, with the ability to resolve escalations and manage incidents effectively.
• Analytical Skills: Excellent deductive reasoning, critical thinking, problem-solving, and prioritization abilities.
• Initiative and Integrity: High level of personal integrity, initiative, and dependability, with the ability to work independently.
• Tech Proficiency: Proficient in Microsoft Office tools, particularly Excel and PowerPoint.

Pay Range:

Based on Experience