Hybrid IT Services Manager – Billing Systems, Advanced Spanish

at BHS

• Job title: IT Services Manager – Billing Systems, Advanced Spanish
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Belo Horizonte, Brazil

About the role

• IT Services Manager responsible for the end-to-end service delivery of billing systems in Latin America. Leading multi-stakeholder teams and ensuring high client satisfaction.

Responsibilities

• Ensure continuous and efficient service delivery, meeting SLAs, KPIs and quality standards.
• Act as the end-to-end service owner, from deployment through ongoing operations.
• Monitor incidents, problems and requests, coordinating action plans and continuous improvement.
• Lead root cause analyses (RCA) and define preventive actions.
• Lead and coordinate billing system deployments across different countries.
• Plan and oversee configuration, testing and tax and operational validations.
• Ensure a successful go-live, service stabilization and transition to operations.
• Validate billing processes, integrations and local tax rules with technical and functional teams.
• Serve as the primary point of contact for internal and external clients, ensuring clear, structured and frequent communication.
• Conduct follow-up meetings, service committees and status reporting.
• Proactively manage expectations, risks and dependencies.
• Ensure high levels of client satisfaction.
• Lead and coordinate multidisciplinary teams, both internal and external.
• Ensure alignment among development, infrastructure, support, finance and tax areas.
• Guarantee compliance with processes, methodologies and Service Delivery best practices.
• Act as an operational and management reference for the team.
• Define, monitor and improve service quality and performance indicators.
• Ensure compliance with internal policies, audits and regulatory requirements.
• Support process standardization for regional operations in Latin America.
• Contribute to the evolution of the governance model and the operational maturity of the service.

Requirements

• Advanced/Fluent Spanish
• Solid experience in Service Delivery / IT Service Management.
• Experience deploying and operating critical systems, preferably billing or financial systems.
• Experience in large-scale, complex corporate environments.
• Experience managing incidents, problems, SLAs and KPIs.
• Experience leading teams and coordinating multiple stakeholders.
• Analytical skills and data-driven decision making.
• Experience in multicultural environments and regional operations (Latin America).
• Knowledge of financial and/or tax processes.

Benefits

• Health insurance and dental care
• Meal/Food allowance loaded on a Flash card
• Commuting allowance or mobility assistance
• Hybrid work allowance
• Gympass / Wellhub
• Life insurance
• Extended maternity/paternity leave
• Partnerships and discounts across education, health and leisure (universities, language schools, gyms, health clinics...)
• Continuous feedback culture, including: semiannual feedback, 1:1s, Individual Development Plan (IDP) and BHS Experience.