POSITION SUMMARY
Provide a positive and high-value experience for IT users and clients across all business units. Responsible for managing service requests, user guidance, and incident resolution in alignment with our IT product catalog and agreed service levels, helping to drive business success in the requesting areas.
Strong communication skills and effective engagement with business units and end users. Demonstrates the ability to work collaboratively within multidisciplinary teams and across IT functions. Proactive attitude, with a commitment to resolving issues promptly and avoiding unresolved matters. Exhibits a collaborative mindset and fosters integration with other teams. Maintains a customer-centric approach, prioritizing user experience and satisfaction.
ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES
- Proven experience in IT contract and supplier management.
- Knowledge of IT asset lifecycle, inventory, and support processes.
- Familiarity with ITSM tools and reporting.
- Technical certifications (e.g., Microsoft, ITIL, ISO 20000) are a plus.
- Strong analytical, communication, and leadership skills.
JOB RESPONSIBILITIES
- Manage the contract for leasing and overseeing IT equipment (desktops, notebooks, tablets, workstations, monitors, peripherals, MacBooks, and new technologies), ensuring service quality, compliance with SLAs, and operational excellence.
- Oversee supplier performance and ensure all contractual requirements are met, including logistics, installation, support, and equipment return.
- Manage service requests (acquisition, replacement, support, maintenance, and returns) using ITSM tools.
- Supervise inventory, logistics, and secure data handling for all IT assets.
- Participate in equipment homologation and lifecycle management, ensuring compatibility and compliance with company standards.
- Monitor service levels (SLA/KPI), analyze reports, and drive continuous improvement.
- Act as the main contact between the company and suppliers, handling negotiations and process improvements.
GENERAL COMMITMENT FOR ALL EMPLOYEES
- Commitment to company values and complies with department norms, policies, directives, and procedures.
- Incorporates Lean and P3E processes and concepts into daily activities.
- Strive for continuous improvement to processes and procedures.
- Honors and protects confidential and proprietary documents and information.
- Satisfies work schedule requirements.
- The job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required by the employee. Performs other duties as assigned.
Embraer is an Equal Opportunity Employer.
