Role Description Stefanini Group is currently looking for a Sr. Technical Services Manager to be part of our Infrastructure Services Division. This role will act as a single point of contact and will focus on ensuring Operational Readiness and Governance Oversight for one of our key strategic accounts within EMEA. - Help mature internal processes, break down work into logical function groupings to enable the team to deliver early and often. - Manage customer expectations while establishing and maintaining clear accountabilities. - Ensure clarity of delivery commitments, prioritize and re-prioritize to maximize value. - Manage effective communications with senior-level Customer stakeholders, project delivery teams, internal delivery teams, 3rd party vendors, etc. - Effectively address bottlenecks and anticipate trade-offs to balance security and business needs against team or technology constraints. - Manage Issues and Risks across all service components helping to remove barriers. - Defines and Maintains ongoing Governance (reporting, monitoring, escalation, controls). - Drive cross-team efforts, define well-considered objectives and metrics, and collect and analyze data to guide decision-making. - Maintain and communicate the team's progress report, program metrics, project and operational risk matrices, deliverable timelines, project dependencies, etc. - Defines and writes policies, controls and SOPs as per the Customers' needs and follows with the implementation. - Remove impediments for teams and shields teams from external interruptions. - Issues tracking and action planning / ownership. Qualifications - 7+ years of professional IT experience including managing and/or coordinating multi-disciplinary teams working with Microsoft Endpoint & M365 Digital Workplace platforms. - 3+ years of technical project management experience. (desired but not mandatory). - Experience with designing, implementing, and running / monitoring ITIL core processes like incident, request fulfillment, change management, and problem management (investigation and remediation). - Experience in aligning Customer's organization with Evergreen Processes (Microsoft Roadmap) specific to Microsoft Endpoint Mgmt. & O365 Technologies. Requirements - Operating Systems: General understanding of Windows and Linux operating environments, their administration, and common system management tasks. - Virtualization & Infrastructure: Familiarity with virtualization technologies (VMWare, Citrix) and infrastructure tools (NetApp for storage, Rubrik, and Azure File Sync for backup management). - Networking: Basic knowledge of network architecture and key devices (Cisco and Fortinet products such as routers, switches, firewalls, proxies, DNS). Understanding of network security principles and load balancing. - Security Services: General understanding of security tools such as SIEM (Splunk), EDR (Crowdstrike), AV, and firewall technologies. Familiarity with Identity and Access Management (IAM) solutions in both infrastructure and security contexts (e.g., Active Directory, Archer GRC). - Cloud & Hybrid Infrastructure: Knowledge of hybrid cloud solutions (Azure), including cloud monitoring, storage, backup, and migration planning. - Modern Endpoint Management: General understanding of Microsoft Endpoint management tools (Windows & Mobile devices), OS deployment and maintenance, and Virtual Desktop Infrastructure (VDI). - Digital Workplace Platforms: Familiarity with Microsoft 365 services, including Exchange, SharePoint, and Teams. Basic understanding of Evergreen processes and how Microsoft technologies evolve. - IT Asset & Order Management: Knowledge of software and hardware asset management processes, including procurement, order management, and asset lifecycle tracking. - Basic knowledge of automation frameworks and tools (e.g., RPA, Ansible). - Familiarity with AI concepts, including machine learning, natural language processing, and AI-driven analytics. - Awareness of how automation and AI can enhance service. - Extensive knowledge of Service Delivery processes and procedures. - Knowledge of common information security management frameworks, such as ISO/IEC 27001, ITIL, COBIT, etc. - Ability to understand technical and business aspects of IT risk, and to communicate those risks to management, business, and technical units. - Ability to act calmly and competently in high-pressure, high-stress situations. - Excellent written and verbal communication skills, interpersonal and collaborative skills. - High level of personal integrity, as well as the ability to professionally handle confidential matters. - High degree of initiative, dependability, and ability to work with little supervision. - Strong deductive reasoning, critical thinking, problem solving, and prioritization skills. - Experience assisting the development and maintenance of tools, procedures, and documentation. - Customer service including the resolution of customer escalations, incident handling, and response. - Excellent written and verbal communication skills in English. - Proficient in MS tools: Excel, PowerPoint. - Certifications in Project Management & Agile PM/Prince2/PMP are desirable but not mandatory. Company Description We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology. - We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. - Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients. - We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects. - If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.