* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Outros
Nível: Gerente
Job Description:ECb Enablement Services Manager | hybrid | Guararema
Enterprise Collaboration (ECb) is part of MGS Digital Technologies and delivers collaboration services that enable Confidencial (Apenas para Cadastrados) associates to communicate, collaborate, and work effectively.
TheECb Enablement Services Manager role exists to lead thepeople, service operations, and managed services model of the ECb Enabling Services organization. This position is accountable for building, developing, and sustaining acapable, engaged, and mature 3rd-level operations team, while ensuring stable, reliable, and efficient delivery of Enterprise Collaboration services.
A key focus of this role ispeople leadership and team maturity, combining strong people management with service management practices to evolve the Enabling Services function and support the long‑term objectives of Enterprise Collaboration.
Key Responsibilities:
People Management Team Development
- Providedirect people leadership to associates within the ECb Enabling Services organization, including performance management, goal setting, coaching, and career development.
- Lead and develop adistributed operational team, primarily based inBrazil, with operational alignment and collaboration with teams inIndia.
- Establish clearroles, responsibilities, and expectations for associates, contractors, and managed services resources.
- Build and maintain apositive and accountable team culture, focused on service ownership, collaboration, continuous improvement, and operational discipline.
- Identify skill gaps and definecapability development plans, including training, cross‑skilling, and operational readiness.
- Supporttalent retention, engagement, and succession planning within the Enabling Services function.
- Provide ongoing guidance and direction to contractors and vendor resources, ensuring alignment with Confidencial (Apenas para Cadastrados) values, standards, and ways of working.
- Own theday‑to‑day operational delivery of all Enterprise Collaboration services, including:
- Collaboration services (SharePoint, OneDrive, Forms, Viva)
- File Print servers
- Messaging services
- Desktop (including App) services
- Mobility services
- Unified Communication
- Ensure services meet agreedSLA, OLA, and KPI targets, taking corrective actions when service performance deviates.
- Act as theprimary operational escalation point for Enterprise Collaboration services.
- Ensure consistent execution ofincidents, requests, problems, and change management processes.
- Drive standardization of operational processes, documentation, and service procedures.
- Lead and govern themanaged services operating model for ECb Enabling Services, including vendors such asTCS, Accenture and other service providers.
- Ensure vendors operate as anextension of the Enabling Services team, aligned with Confidencial (Apenas para Cadastrados) service expectations and operational standards.
- Conduct regularvendor performance reviews, service governance meetings, and continuous improvement planning.
- Partner with other ECb areas to ensure vendor services deliverquality, value, and cost efficiency.
- Define, maintain, and evolve theservice roadmap for ECb Enabling Services, focused onservice maturity, operational capability, and scalability (not technology roadmap).
- Drive initiatives to improveservice reliability, efficiency, and user experience.
- Support the evolution of operational tools, processes, and ways of working to increase maturity of the Enabling Services organization.
- Contribute to the long‑term development of the Enabling Services function as part of Enterprise Collaboration.
- Work closer to our main vendors such as Apple, Dell, Levo and mainly Microsoft in case of ticket escalations or support/partnership during ECS events.
- Work closely with peers across:
- Architecture Innovation
- Engineering
- Portfolio Demand Management
- Governance Finance
- Ensure alignment betweenpeople, service operations, and Enterprise Collaboration priorities.
- Represent Enabling Services in operational and cross‑team forums as required.
- Build strong partnerships with internal stakeholders and service delivery teams.
- This role operates within theEnterprise Collaboration organization, with accountability for Enabling Services operations.
- The position includesdirect people management responsibility and oversight of extended teams and managed services resources.
- The role balanceshands‑on people leadership with service governance and operational accountability.
- Success requires the ability to lead through influence, manage a mixed workforce, and partner effectively across ECb teams.
Education Professional Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.
- Experience managingIT service operations or support teams in a large corporate environment.
- Demonstratedpeople management experience, including coaching, performance management, and team development.
- Experience working withmanaged services and external vendors.
- Solid understanding ofIT service management practices (incident, problem, change, SLA management).
- Experience supportingdigital workplace or collaboration services is preferred.
- Strong communication and stakeholder management skills.
- Ability to work effectively in amatrixed and multicultural environment.
- ITIL knowledge or certification is desirable.
- Drive for Results
- Planning
- Stakeholder Relationship Management
- Managing and Measuring Work
- Directing and Developing Others
- Builds Effective teams
- People Management
- Service Management
- Vendor Management
- Process Management
- Digital Workplace / Collaboration Services (preferred)
#hybrid