IT Process Manager

Apply by July 22nd

Be part of something bigger. Decode the future.

Curitiba - PR

At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

All about the role:

For more than one hundred years now, the Electrolux Group has been working towards shaping living for the better, developing and manufacturing products to answer people's needs regarding taste, care, and wellbeing. The Electrolux Tech teams have the mission of creating solutions optimized for the future of the business, delivering outstanding experiences through the use of traditional and new technologies. It's their proactive work that allows the Electrolux Group to keep going on the forefront of innovation within the consumer journey.

What you'll do:

Forward-looking ITSM Practice Lead to drive the next evolution of IT Service Management (ITSM) across the organization through optimization and effective use of technology and AI to improve service quality, user experience, and operational efficiency. Own the end-to-end ITIL practices for Incident, Problem and Knowledge Management, ensuring consistent adoption across IT and service providers. The foundation is already in place, so the focus is on modernization, optimization and value creation.

In detail, you will:

- Incident Management: Own and maintain the process and operating model for both incidents and major incident handling, ensure adherence, and drive improved speed to restore and user experience.

- Problem Management: Drive problem and root-cause analysis discipline, ensure remediation plans are prioritized and executed to achieve reduction of repeat incidents.

- Knowledge Management: Responsible for knowledge management strategy and lifecycle (create, review, retire), define quality standards, enable shift-left/self-service, and improve searchability and reuse.

- ITSM Modernization & Continual Improvement: Identify and drive service management process, governance and tooling opportunities (e.g., ServiceNow platform capabilities, automation, virtual agents, AIOps, analytics) to reduce manual work, improve data quality, decision-making and user experience.

- Reporting & Governance: Responsible for ITSM management reporting, process governance and follow up, both internally and with service providers.

As part of the culture of continuous improvement, you will be involved in Lean Thinking projects and activities (EAI – Electrolux Always Improve).

Who you are:

- Bachelor degree in Computer Science, Information Technology, or related field

- Proven experience in a senior ITSM leadership or practise role with responsibility for Incident, Problem and/or Knowledge Management in a global organization.

- Strong knowledge of ITIL practices, CMDB, governance and controls. ITIL certification is preferred.

- Strong background with enterprise ITSM platforms, primarily ServiceNow, with proven experience in using technology, automation and AI capabilities to modernize ITSM delivery.

- Experience in establishing metrics and reporting, comfortable in using data to drive improvements and clear governance. Power BI skills advantageous.

- Demonstrated ability to lead cross-functional improvements and manage stakeholders on different levels, internally and with external partners in a complex, global environment.

- Advanced English.

Where you'll be:

You will be based at the Curitiba administrative office. Located in Prado Velho, it is a new Electrolux location designed from the start to allow for more efficient, connected and flexible collaboration between Electrolux’s support teams.

In order to create a culture of inclusion and care for everyone's wellbeing, we offer the following benefits:

- Flexible work hours/hybrid work environment;

- Discounts on our award-winning Electrolux products and services;

- Profit share bonus;

- Extended maternity leave (6 months) and paternity leave (4 weeks);

- Insurance policy plan;

- Extensive learning opportunities and flexible career path.

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.