ABOUT SHEIN
SHEIN is a global online fashion and lifestyle retailer, offering SHEIN branded apparel and products from global network of vendors, all at affordable prices. Headquartered in Singapore, SHEIN remains committed to making the beauty of fashion accessible to all, promoting its industry-leading, on demand production methodology, for a smarter, future-ready industry. Founded in 2012, SHEIN has more than 16,000 employees operating from offices around the world, and continues to expand operations globally. Join SHEIN and be the future!
ABOUT THE ROLE
SHEIN Global Enterprise IT (GEIT) is committed to enabling the company’s rapid global expansion through scalable, reliable, and future-ready IT infrastructure, enterprise platforms, and operational services. Our mission is to drive the strategy, architecture, execution, and operational excellence of global IT services that support business growth across the Americas, Europe, and APAC.
We are seeking an experienced and execution-oriented IT Operations Manager to lead regional IT operations and drive operational excellence in a fast-paced, high-growth environment. This role will be responsible for overseeing enterprise IT operations, managing local support teams and vendors, improving operational processes, and ensuring stable, scalable, and business-aligned IT services across the Brazil region.
Working closely with global GEIT teams, local business stakeholders, including Warehouses, HR, and Facilities, this role will serve as a key operational leader responsible for scaling regional IT capabilities, strengthening service delivery standards, and supporting SHEIN’s continued business growth in South America.
This role will be based on-site in our office in Faria Lima, São Paulo.
Responsabilities:
* Lead end-to-end enterprise IT operations for Brazil, ensuring reliable workplace technology, infrastructure, endpoint support, networking, and IT asset management.
* Drive operational standards, KPIs, escalation models, and continuous service improvements aligned with global IT, security, and governance requirements.
* Support business growth, office expansion, operational readiness, and infrastructure deployment across the region.
* Lead and develop the Brazil IT operations team, including full-time employees and vendor resources.
* Build a high-performing culture focused on accountability, ownership, service excellence, and operational rigor.
* Manage staffing, workload prioritization, performance, and resource planning to support business continuity and regional growth.
* Own regional escalation for critical incidents, service disruptions, and operational risks.
* Lead incident response, root cause analysis, corrective actions, and postmortem reviews to reduce business impact and prevent recurrence.
* Improve operational processes through playbooks, automation, standardization, metrics, and continuous improvement.
* Manage vendor performance, SLA compliance, service delivery outcomes, and operational accountability.
* Partner with global IT, Security, HR, Facilities, Finance, and business stakeholders to support regional priorities and technology initiatives.
* Balance global standards with local business needs while driving alignment across cross-functional and distributed teams.
* Establish and improve IT processes, SOPs, governance standards, and service delivery frameworks.
* Use operational data, reporting, and performance metrics to identify trends, improve decision-making, and drive operational excellence.
* Support strategic planning, scalability, automation, operational resilience, and long-term service optimization.
Qualifications:
* Able to work 100% on-site
* 5+ years of experience in enterprise IT operations, infrastructure support, workplace technology, or related environments.
* 2+ years of people management experience, including teams of employees, contractors, and vendor resources.
* Hands-on experience with networking, endpoint management, IT support operations, infrastructure services, or workplace technology.
* Proven experience managing incidents, escalations, troubleshooting, and high-pressure operational issues.
* Solid understanding of ITIL or related IT service management frameworks.
* Strong operational execution, project coordination, prioritization, and problem-solving skills.
* Fluent in English and Portuguese, with strong written and verbal communication skills.
* Experience in multinational, global, or high-growth environments preferred.
* Experience supporting office or warehouse expansion, infrastructure deployment, or regional scaling initiatives is highly desirable.