IT Services Operations Manager

Service Operations Manager hybrid Guararema

As theService Operations Managerin 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 aFollow-the-Sunmodel 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 teams 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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