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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 and Process Governance, with a strong focus on compliance, KPI analysis, and continuous improvement initiatives. Proficient in preparing management reports and executive presentations while effectively liaising with internal teams and stakeholders.
Highest-signal resume keywords
IT Service ManagementKPI AnalysisIncident ManagementITIL KnowledgeExecutive Presentation Preparation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process GovernanceService Level Agreement MonitoringContinuous Improvement ProcessesData AnalysisDashboard Building
Soft Skills
Stakeholder LiaisonCollaborationProblem-Solving
Tools & Technologies
Process Tracking ToolsKPI Documentation Tools
Industry Keywords
Operational StandardsService GovernanceManagement ReportingOperational Criticality
About the role
Key responsibilities & impact- Manage and govern IT services, ensuring compliance with processes, KPIs, and operational standards aligned with business needs
- Support continuous service improvement, ensuring visibility, control, and operational efficiency during the day shift
- Monitor and analyze IT service performance indicators, proposing corrective and preventive actions
- Ensure adherence to service governance and management processes, maintaining compliance with internal standards
- Serve as the liaison between technical teams, internal clients, and vendors, promoting alignment and resolving requests
- Monitor service levels, deadlines, and deliverables, ensuring compliance with established agreements
- Prepare management reports and executive presentations containing analyses, risks, status updates, and recommendations
- Support continuous improvement initiatives by identifying opportunities to optimize processes and services
- Participate in incident, problem, and change management, contributing to operational stability
- Support the department’s governance routines through the organization, prioritization, and tracking of action plans
Requirements
What you’ll need- Experience in IT service management and process governance
- Experience analyzing KPIs, preparing management reports, and monitoring SLAs
- Practical knowledge of incident, problem, change, and continuous improvement processes
- Ability to liaise with internal teams, vendors, and executive stakeholders
- Proficiency with tools for tracking and documenting processes and KPIs
- Bachelor’s degree in Information Technology, Business Administration, Engineering, or a related field
- Knowledge of ITIL and service management best practices
- Experience in IT governance within medium-sized or large companies
- Experience building dashboards and conducting analyses using data tools
- Ability to support executive forums and prepare presentations for leadership
- Experience working in environments with high operational criticality
Benefits
Comp & perks- Meal voucher (Pluxee Benefits)
- Medical and dental insurance (also available to dependents)
- Childcare assistance
- Life insurance
- Private pension plan
- Birthday day off (one day off during your birthday month)
- Profit sharing
- Exclusive Vivo employee offer: 50% off the bill in your name, with special discounts on fixed-line, broadband, and TV services
- Discounts at universities and on professional and extension courses
- Partnerships with Sesc and Senai
- Well-being programs