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Consultor Sênior de Service Management (ITIL)

Infra Managed Service Associate Manager | Mid-Level | Full time
Job No. 14381224 | Recife, Pernambuco
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A Accenture ajuda as principais empresas do mundo a se reinventarem, construindo seu núcleo digital e liberando o poder da IA para gerar valor com rapidez em organizações de todos os setores. Nossa estratégia é ser o parceiro de reinvenção preferido de nossos clientes, liderar a adoção da IA de maneira segura e em escala, ser a empresa impulsionada por IA mais centrada no cliente, além de ser o melhor lugar para se trabalhar. Reunimos o talento de aproximadamente 786 mil pessoas com ativos e plataformas proprietárias, profundo conhecimento em processos e indústrias e relações líderes no ecossistema para oferecer soluções integradas e resultados mensuráveis em escala. Por meio de nossos Reinvention Services oferecemos ampla expertise em Cybersecurity, Digital Core, Finance, Industry & Enterprise, Song, Supply Chain & Engineering e Talent, com capacidades avançadas em IA e Dados, Indústria & Processos e Tecnologia. Atendemos aproximadamente 9 mil clientes e geramos cerca de US$ 70 bilhões em receita no ano fiscal de 2025.
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O que você vai fazer no seu dia a dia:

  • Definir, estruturar e implementar políticas de Governança de TI alinhadas à estratégia do negócio
  • Desenhar e evoluir processos ITIL (Incident, Problem, Change, Request, CMDB e Service Level Management)
  • Conduzir assessments de maturidade e liderar iniciativas de melhoria contínua (CSI)
  • Apoiar a implantação e evolução de ferramentas ITSM (ServiceNow, Jira, BMC, entre outras)
  • Elaborar documentação de processos, SLAs, OLAs, catálogo de serviços e relatórios gerenciais
  • Definir e acompanhar KPIs e SLAs, apoiando decisões orientadas a dados
  • Atuar de forma consultiva com stakeholders técnicos e executivos, promovendo boas práticas

O que estamos procurando na pessoa que vai fazer parte do time:

  • Comunicação clara e objetiva com diferentes níveis de stakeholders
  • Capacidade de atuar de forma consultiva e influenciar decisões estratégicas
  • Perfil analítico com foco em melhoria contínua e eficiência operacional
  • Facilidade para conduzir workshops e capacitação de times
  • Organização e disciplina na gestão de processos e documentação

Além disso, é desejável conhecimento:

  • Certificação ITIL 4 Foundation (obrigatória)
  • Certificações ITIL Managing Professional ou Strategic Leader (diferencial)
  • Experiência mínima de 5 anos em ITSM, Service Management ou Governança de TI
  • Vivência com ferramentas ITSM e gestão de indicadores (KPIs, SLAs e OLAs)
  • Experiência com Power BI, Power Apps e Power Automate (diferencial)
  • Conhecimento em IA aplicada a ITSM e transformação digital (diferencial)
  • Inglês avançado

Tipo de trabalho/Contratação

  • CLT
  • Modelo hibrido em São Paulo
  • Horário Comercial

Benefícios:

🏥 Assistência Médica – 100% subsidiada pela empresa (titular e dependentes)
🦷 Assistência Odontológica
🍽️ Vale Refeição ou Alimentação sem desconto
🛡️ Seguro de vida
📈 Previdência Privada
🏋️ Welhub
📉 Opção de compra de ações da empresa com desconto
💊 Desconto Farmácia
👶 Auxílio Creche
📚 Parceria com escola de idiomas
👨‍👩‍👧 Licença Maternidade e Paternidade Estendida
💰 PPR
Conforme política vigente

Recife, Pernambuco

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