At OSF Digital, we are looking for a dynamic and proactive Service Manager to lead and optimize IT service delivery operations.The ideal candidate will be responsible for developing and implementing service management strategies, ensuring high-quality service delivery, maintaining strong client relationships, and driving continuous improvement initiatives aligned with business objectives.Responsibilities:Develop and implement service management strategies and plans to ensure high-quality service delivery.Oversee service delivery teams, providing leadership, guidance, and performance support.Monitor and manage SLAs and KPIs, ensuring agreed targets are consistently met or exceeded.Analyze service performance metrics and identify opportunities for continuous improvement.Manage and resolve service-related issues and escalations in a timely and effective manner.Act as the primary point of contact for clients regarding service delivery matters.Collaborate with project managers, technical teams, and stakeholders to align service operations with company goals.Prepare and present service performance reports to senior management and clients.Contribute to the evolution of service management practices, tools, and processes.Requirements:Proven experience as a Service Manager or in a similar IT service delivery role.Strong experience managing SLAs, KPIs, and service management strategies.Solid leadership and team management skills.Excellent communication and stakeholder management abilities.Strong analytical and problem-solving skills.Proficiency in service management tools and structured operational processes.Bachelor’s degree in Business Administration, Information Technology, or a related field.ITIL certification or equivalent service management qualification is highly desirable.Fluency in English and Portuguese is required.Benefits:Discover OSF’s benefits and programs!