Regional IT Operations Lead

About the role

The Regional IT Operations Lead will oversee IT service operations across the Americas, acting as the primary point of contact for major incident management and ensuring alignment with global standards. This role combines operational leadership with continuous improvement initiatives in a regulated environment.

Key responsibilities

• Manage Incident, Problem, and Service Request processes between CORE and Legacy Operations.
• Serve as regional lead for major incidents, coordinating timely resolution.
• Conduct root‑cause analysis and implement preventive measures for recurring problems.
• Drive continuous service improvement and document outcomes in ServiceNow and SAP Solution Manager.
• Collaborate with cross‑functional teams across the Americas and globally during incidents and changes.
• Stay current on SAP BTP, S/4HANA best practices and leverage AI tools (ChatGPT, Claude, Copilot) to enhance delivery.
• Manage external IT Operations suppliers within the Rise with SAP framework.

Required profile

• Bachelor’s degree in Computer Science, IT or related field, or equivalent experience.
• Minimum 10 years of IT Operations experience, including incident and problem management, preferably in a GxP‑regulated environment.
• Strong knowledge of ITIL framework and ITSM tools.
• Fluent English; Portuguese is a plus.
• Excellent communication and interpersonal skills, with experience working across international teams.

Required skills

• ServiceNow
• SAP Solution Manager / CloudALM
• SAP BTP
• SAP S/4HANA
• ITIL framework
• AI‑powered tools (ChatGPT, Claude, Copilot)