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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, operational efficiency, and continuous improvement. Proficient in analyzing metrics and preparing management reports to support executive decision-making.
Highest-signal resume keywords
IT Service ManagementProcess GovernanceITIL KnowledgeSLA MonitoringData Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementContinuous ImprovementMetrics AnalysisDashboard BuildingReport PreparationOperational ComplianceService Level MonitoringGovernance Processes
Soft Skills
Liaison SkillsStakeholder CommunicationTeam CollaborationPresentation SkillsOrganizational Skills
Tools & Technologies
Process Tracking ToolsData Analysis ToolsReporting SoftwareDashboard Tools
Industry Keywords
Operational StandardsService Management Best PracticesGovernance RoutinesExecutive ForumsMedium-Sized CompaniesLarge Companies
About the role
Key responsibilities & impact- Manage and govern IT services, ensuring compliance with processes, metrics, and operational standards aligned with business needs
- Support continuous service improvement, ensuring visibility, control, and operational efficiency during the day-to-day operation
- Monitor and analyze IT service performance indicators, proposing corrective and preventive actions
- Ensure adherence to governance and service management processes, maintaining compliance with internal standards
- Act as a 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 monitoring of action plans
Requirements
What you’ll need- Experience in IT service management and process governance
- Experience analyzing metrics, 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 metrics
- 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 performing analyses using data tools
- Ability to support executive forums and prepare presentations for leadership
- Experience in environments with high operational criticality
Benefits
Comp & perks- Meal allowance (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 plan
- Exclusive Vivo employee offer (50% off the bill in your name), with special discounts on landline, broadband, and TV services
- Discounts at universities and on courses and extension programs
- Partnerships with Sesc and Senai
- Wellness programs