IT Manager – Operations, User Experience & Technology Services

About the Role

The IT Manager – Operations, User Experience & Technology Services is responsible for ensuring reliable, secure, cost-effective, and user-centric delivery of IT services across the organization.

The role leads IT Operations, End User Services, Service Desk, User Experience, Workplace Technology, Regional Service Delivery, Infrastructure Operations governance, and IT Financial Management. The manager is responsible for maintaining operational excellence while supporting digital transformation, regional standardization, cybersecurity compliance, and business growth.

This role is also responsible for the governance, planning, execution, and control of the Information Technology budget, including operating expenses (OPEX) and capital expenses (CAPEX), ensuring that technology investments are aligned with business priorities and corporate objectives.

Responsibilities

IT Operations and Service Delivery

• Lead regional IT operations supporting business users in multiple countries.
• Ensure availability, stability, and performance of IT services.
• Establish and monitor operational KPIs and service level agreements (SLAs).
• Promote continuous service improvement and operational maturity.
• Manage incident, problem, change, release, and service continuity processes.
• Ensure timely resolution of major incidents and business disruptions.
• Lead root cause analyses and implementation of permanent corrective actions.
• Ensure operational readiness for new projects, systems, and technologies.

End User Services and User Experience

• Lead Service Desk, Desk-side Support, Workplace Services, and User Experience initiatives.
• Improve user satisfaction through service quality, automation, and simplification.
• Promote adoption of user-centric support models and digital service delivery.
• Establish customer experience metrics and feedback mechanisms.
• Promote self-service capabilities and service automation opportunities.
• Improve employee productivity through effective workplace technology solutions.

Regional IT Service Management

• Define regional standards, processes, tools, and governance models.
• Consolidate and standardize service providers where appropriate.
• Coordinate service delivery across countries and business units.
• Establish common operational procedures and support models.
• Lead regionalization and IT service harmonization initiatives.
• Ensure consistent service quality across the region.

Workplace Infrastructure and Governance

• Govern infrastructure services, including workplace devices, software deployment, printing services, communications, and related support functions.
• Ensure IT asset lifecycle management.
• Coordinate technology refresh and modernization programs.
• Support business continuity and disaster recovery activities.
• Ensure operational compliance with cybersecurity and architecture standards.

IT Financial Management (CAPEX and OPEX)

OPEX Management:

• Own the annual IT operating budget.
• Manage operating expenses including Service Desk, Support Services, Telecommunications, Software Maintenance, SaaS Subscriptions, Cloud Consumption, Infrastructure Services, Managed Services, and Outsourcing Contracts.
• Monitor actual performance against budget.
• Prepare monthly forecasts and variance analyses.
• Identify optimization opportunities while maintaining service quality.
• Present financial performance reports to IT and business leadership.

CAPEX Management:

• Own the annual IT investment portfolio.
• Develop and maintain technology investment roadmaps.
• Evaluate business cases and investment proposals.
• Govern investments in hardware, software, infrastructure, cybersecurity, workplace, and digital transformation.
• Ensure approved investments deliver expected business outcomes.
• Manage investment prioritization and portfolio balancing.
• Monitor project capital expenditures and forecast completion costs.

IT Investment Governance:

• Establish financial governance processes.
• Ensure transparency of technology costs.
• Support annual strategic planning and budgeting cycles.
• Participate in investment review and approval committees.
• Maintain visibility of total cost of ownership (TCO) for technology.
• Track return on investment and realization of business benefits.

Vendor and Contract Management

• Manage strategic IT vendors and service providers.
• Conduct vendor performance reviews.
• Lead contract negotiations and renewals.
• Ensure compliance with contractual service commitments.
• Manage service level agreements and escalation processes.
• Promote vendor consolidation and optimization initiatives.

Team Leadership

• Lead coordinators, specialists, analysts, and external resources.
• Develop succession plans and talent pipelines.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Set performance expectations and development plans.
• Strengthen technical, operational, and leadership capabilities within the organization.

Scope of Responsibility

The role may have responsibility for the following areas:

• Regional Service Desk
• End User Support
• Workplace Technology
• User Experience
• Printing Services
• Software Lifecycle Management
• Asset Management
• IT Service Management Platforms
• Regional Operational Governance
• Vendor Management
• IT Budget and Financial Governance
• Technology Procurement Support
• Business Continuity Services
• IT Operational Compliance

Requirements

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration, or a related field.

Professional Experience

• Proven experience managing corporate IT operations and service delivery.
• Experience managing regional or multi-site technology environments.
• Experience leading large-scale support organizations.
• Experience managing strategic IT vendors and outsourced services.
• Demonstrated responsibility for IT budgets, forecasts, and financial planning.
• Experience managing technology portfolios with OPEX and CAPEX.

Technical Knowledge

• IT Service Management (ITIL)
• Service Desk and End User Support Operations
• Infrastructure Operations
• Asset Management
• Cybersecurity Fundamentals
• Vendor Management
• Financial Planning & Analysis
• Technology Portfolio Management
• Business Continuity & Disaster Recovery
• Service Automation
• IT Governance Frameworks

Languages

• Fluent Portuguese.
• Advanced or fluent English.
• Spanish is a plus.

Preferred Qualifications

• MBA in Business, Finance, Technology Management, or Digital Transformation.
• ITIL certification.
• PMP, Agile, Scrum, or equivalent project management certification.
• Experience in manufacturing or automotive industries.
• Experience managing regional operations in Latin America.
• Experience with service transformation programs.
• Experience with cloud financial management (FinOps).
• Knowledge of Kaizen, PDCA, and TBP methodologies.