We are looking for an **IT Service Manager** **(Maia)** to ensure the efficient and continuous delivery of technological services across our clubs, aligned with the organization's strategic objectives. You will be responsible for monitoring openings and the proper functioning of operational technology services in our clubs, managing incidents, changes, vendors, and ensuring the quality and availability of critical services. **Main Responsibilities** * **Service and Operations Management** + Ensure alignment of services with strategic objectives + Coordinate rapid resolution of critical incidents + Analyze root causes and implement permanent solutions + Evaluate, approve, and coordinate changes in systems and infrastructures * **Vendor and Contract Management** + Define, negotiate, and monitor SLAs + Assess vendor and service performance * **Procedures and Continuous Improvement** + Propose implementation of best practices (ITIL, COBIT, ISO 20000\) + Monitor KPIs and identify optimization opportunities * **Control and Compliance** + Support audits and ensure compliance + Ensure recovery plans in case of critical failures * **Support and Operations** + Support club operations and opening of new clubs + Manage assets and licenses + Provide direct support to the EUS (End\-User Support) team **Requirements** * Bachelor’s degree in IT, Computer Engineering, or similar * Experience: minimum 5 years in IT service management * Solid knowledge in ITSM, networks, infrastructure, and security * Experience in incident, problem, change, and configuration management * ITIL certification (preferred) * Availability for travel to clubs * Strong communication skills, analytical ability, and results orientation * Fluent in English (spoken and written) **We Value** * Experience with ITSM tools (ServiceNow, JIRA, BMC Remedy) * Additional certifications (COBIT, ISO 20000, PMP) * Knowledge in cybersecurity and business continuity planning (BCP/DRP)