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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT service management, including ITIL frameworks, service desk operations, and compliance with SLAs. Proven ability to lead multidisciplinary teams, drive continuous improvement, and facilitate collaboration between technical and business stakeholders.
Highest-signal resume keywords
IT Service ManagementITIL KnowledgeSLA ComplianceTeam LeadershipContinuous Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Service ManagementService Desk OperationsTicket ManagementPerformance Metric ManagementGovernanceChange ManagementOperational Metrics TrackingProcess GovernanceDigital TransformationHealthcare IT Systems
Soft Skills
Strong Communication SkillsInterpersonal SkillsAnalytical ApproachConflict ManagementNegotiation Skills
Certifications & Qualifications
Bachelor’s Degree in Information TechnologyPostgraduate Degree in IT Management or Related Field
Industry Keywords
Healthcare SectorHigh-Criticality EnvironmentsHigh-Availability EnvironmentsOperational ExcellenceCustomer Satisfaction
About the role
Key responsibilities & impact- Ensure operational excellence across IT services.
- Lead multidisciplinary teams.
- Promote process governance.
- Ensure compliance with service levels.
- Drive innovation and digital transformation initiatives.
- Manage IT service desk and support operations.
- Serve as the primary interface between IT and business teams.
- Coordinate the intake, triage, prioritization, and routing of tickets and requests.
- Ensure requests are properly routed to the responsible teams.
- Participate in meetings with clinical, administrative, and operational areas to understand their needs.
- Monitor critical incidents and ensure effective communication with users.
- Track operational metrics, SLAs, and internal customer satisfaction.
- Promote continuous improvement in IT service desk and operations processes.
- Ensure the organization and governance of the IT demand management workflow.
- Support change management and communication between technology and business teams.
- Lead operational and administrative technology teams.
- Manage vendors and partners supporting IT operations.
Requirements
What you’ll need- Bachelor’s degree in Systems Analysis and Development, Computer Science, Information Systems, Computer Engineering, or a related Information Technology field.
- A postgraduate degree, MBA, or specialization in IT Management, Governance, Project Management, IT Services, or a related field is preferred.
- Strong communication and interpersonal skills.
- Analytical and organized approach.
- Conflict management and negotiation skills.
- Strategic vision and a focus on the internal customer experience.
- Leadership and multidisciplinary team management skills.
- Ability to prioritize and make decisions.
- Knowledge of IT service management and operations.
- Knowledge of ITIL, SLAs, and service desk processes.
- Ability to work effectively in dynamic, high-demand environments.
- Collaborative, proactive, and results-oriented mindset.
- Ability to facilitate collaboration between technical and business teams.
- Experience managing metrics and driving continuous improvement.
- Solid experience managing Information Technology operations and services, including service desk operations, support, ticket management, and relationships with business teams.
- Experience coordinating operational and multidisciplinary teams, ensuring service desk efficiency, SLA compliance, and quality IT service delivery.
- Experience managing requests and incidents, prioritizing activities, and tracking deliverables with clinical, administrative, and operational areas.
- Knowledge of IT service management frameworks and best practices, such as ITIL, performance metric management, and continuous process improvement.
- Experience in the healthcare sector, knowledge of hospital systems, and experience working in high-criticality, high-availability environments are preferred.
Benefits
Comp & perks- Health Insurance
- Dental Insurance
- Life Insurance
- Transportation Allowance
- Meal Voucher
- Food Voucher
- On-site breakfast — cafeteria
- Leisure facilities at São Camilo Country Club, located in Cotia, São Paulo
- 25% tuition discount at Centro Universitário São Camilo for undergraduate, technologist, and postgraduate programs.