About the role

IT Operations Analyst at ISH focusing on management of supplier operations and IT service compliance. Ensuring adherence to SLAs and implementing ITIL best practices in a dynamic digital environment.

Responsibilities

Manage the operational performance of IT vendors, ensuring compliance with service level agreements (SLAs) and adherence to ITIL best practices.
Monitor and analyze vendor performance through metrics and management reports, ensuring service quality and operational efficiency.
Manage incidents, problems, and changes involving vendors, ensuring operational continuity and efficient resolution of non-conformities.
Facilitate and oversee supplier processes from contract negotiation through the vendor lifecycle management.
Collaborate with support and service management teams to optimize the use of external and internal resources, minimizing risks and maximizing delivered value.
Propose improvements to supplier management and operational processes aligned with the organization’s service strategy.
Ensure vendors comply with company policies and standards by conducting periodic compliance audits and reviews.
Act as the primary point of contact between the company and vendors for conflict resolution, contract review, and deadline renegotiation when necessary.
Prepare and maintain up-to-date documentation on vendor performance, capacity, and associated risks.

Experience in vendor management and IT service operations.
Knowledge of ITIL and best practices for IT service management.
Experience monitoring SLAs, KPIs, and contract management.
Strong analytical skills for interpreting management reports and identifying improvement opportunities.
Ability to interact with internal and external stakeholders to align strategy and resolve conflicts.
Familiarity with service management tools such as ServiceNow or similar platforms.
Organized and proactive in executing operational activities.
Preferred qualifications:
ITIL Foundation or higher certifications.
Experience managing IT operations based on ITIL.
Knowledge of agile methodologies and their application to vendor management.
Experience with vendor audits and contract reviews.

Health plan with no monthly fee for you (co-payment model);
Dental plan with no monthly fee for you;
Life insurance;
Pipo Saúde: digital health and corporate benefits broker;
Zenklub: emotional health and well-being platform with special discounts;
TotalPass: platform that connects you to various networks to support your and your family’s well-being;
Private pension plan;
Commuter allowance (vale transporte);
Meal or food allowance;
Birthday day off: a day off during your birthday month;
Casual ISH – Comfort and professionalism together: choose an outfit that reflects your well-being while respecting the workplace environment;
Breakfast and afternoon fruit offerings to boost energy for onsite work;
Employee referral program with cash bonuses;
Onboarding kit: we prepare a comprehensive kit to support your daily work;
Deeplearning: our Corporate University — a space dedicated to continuous development with courses, training and workshops for professional and personal growth;
Opportunities for professional growth;
Culture of feedback and development;
Exclusive leadership development program;
A relaxed, innovation-driven environment; our leadership is accessible — doors are always open and you’ll find them in the company’s corridors.