Senior Channel Manager responsible for recruiting, enabling, and growing business partners for BPOD latam. Achieve sales objectives while overseeing training initiatives and performance metrics in São Paulo.
About the role
- Manage IT applications ensuring stability and performance in corporate systems. Lead technical governance and contract management while collaborating with business stakeholders.
Responsibilities
- Operations and Support Management - Ensure the environment is stable, secure, and operating within SLAs.
- Monitor and control SLAs, OLAs and service levels.
- Track and prioritize tickets (bug fixes, enhancements, questions, improvements).
- Manage incidents, problems and changes (ITIL).
- Perform root cause analysis (RCA) and ensure preventive actions are implemented.
- Validate and approve production releases (deploys, GMUDs/change requests).
- Coordinate N1/N2/N3 support, internal or outsourced.
- Vendor Management - Monitor technical and behavioral performance.
- Facilitate communication between squads, internal areas and partners.
- Ensure integration among functional consultants, developers, business analysts and stakeholders.
- Governance and Business Relationship
- Act as the client/user focal point for AMS matters.
- Conduct status meetings, committees and governance rituals.
- Translate business needs into technical requirements.
- Confirm expectations, priorities and functional roadmap.
- Create indicators (KPIs) and executive reports.
- Contract and Budget Management - Control the use of hours, resources and budget.
- Ensure compliance with contractual terms and participate in supplier negotiations and contract renewals.
- Support investment planning (CAPEX/OPEX).
- Change, Project and Improvement Management
- Evaluate, prioritize and coordinate enhancement requests.
- Ensure quality of technical and functional documentation.
- Integrate AMS backlog with project squads when required.
- Lead integrated testing, UAT and sign-off processes.
- ITIL Processes & Agile Models - ITIL (Incident, Problem, Change, Service Request).
- Scrum/Kanban for enhancements and continuous improvements.
- Backlog management and prioritization.
- Quality Assurance and Compliance - Ensure compliance with governance, audit and information security requirements.
- Ensure version control, testing and quality before each release.
- Lead periodic performance and risk reviews.
Requirements
- Bachelor's degree in Information Technology, Engineering, Information Systems or related fields.
- Minimum of 5 years proven experience managing systems projects and at least 5 years working in Application Management Services (AMS).
- Experience in IT projects within dynamic organizational environments.
- Availability for occasional travel.
Benefits
- Corporate development program (CORPORATE EDUCATION)
- Individual mentorship and coaching
- Free courses and events promoted by the company
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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