Job Description
Stefanini Group is seeking a Customer Operations Domain Lead to join the Hybrid Cloud & Infrastructure (HCI) Cluster within the Infrastructure Services Division, acting as the Practice Lead for HCI services across North America, EMEA, and APAC.
This role is responsible for coordinating and overseeing the coordination of technical services, ensuring customer satisfaction, and driving continuous improvement across regions. This includes managing regional Customer Operations Leads and Technical Service Coordinators, coordinating delivery and transition of services, and working closely with internal teams such as Service Management, Professional Services, and Technical Experts.
Main Responsibilities:

• Lead global service delivery (RUN), service transitions, and related IT projects for the HCI service line.
• Supervise and coordinate Customer Operations Leads (NA, EMEA, APAC) and Technical Service Coordinators.
• Maintain strong relationships with Service Managers and internal delivery teams to ensure seamless execution.
• Ensure customer satisfaction by proactively identifying and resolving service-related issues.
• Monitor service delivery performance and ensure alignment with SLAs, budgets, and customer expectations.
• Support hiring, onboarding, and workforce planning in collaboration with HR and Delivery Managers.
• Provide leadership for continuous improvement of delivery models, processes, and tools.
• Act as a key escalation point for complex customer concerns and drive resolution.
• Support the development of account and service plans in coordination with Customer Operations Leads.
• Track regional demand pipelines and align delivery capacity accordingly.
• Drive financial accountability and contribute to reporting and optimization activities.
  

Team & Leadership:

• Manage a globally distributed team, setting clear goals, priorities, and performance expectations.
• Conduct regular team briefings, 1:1s, and service steering meetings.
• Promote a culture of ownership, transparency, and collaboration.
• Lead by example, guiding teams through challenges and mentoring for growth.
  

Strategic & Analytical Focus:

• Balance customer and technical teams' needs with company objectives in a matrixed environment.
• Make informed decisions to prioritize actions, allocate resources, and manage risks.
• Help shape the long-term strategy for HCI service delivery in alignment with company goals.
• Foster collaboration across departments and service lines to deliver integrated solutions.
  

Job Requirements
Key Requirements:

• 9+ years in service delivery or technical coordination within IT infrastructure or cloud services.
• Proven leadership experience managing multi-region or global teams.
• Strong customer orientation with the ability to manage and influence at senior levels.
• Solid understanding of infrastructure services (e.g., server, storage, networking, cloud).
• Strong organizational and communication skills, with the ability to manage multiple priorities.
• Experience working in a matrixed, multicultural environment.
• Financial acumen for tracking budgets, cost optimization, and service profitability.
• Agile and ITIL-based delivery experience preferred.
• Business fluency in English (additional languages are a plus).
• Willingness to travel internationally as needed.
  

Certifications:

• ITIL v4 Foundation or Practitioner (required).
• Project Management certifications (e.g., PMP, Prince2) are a plus.
• Technical certifications related to Cloud, Infrastructure, or IT Operations (Azure, VMware, etc.) are beneficial.
  

What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist!
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
About Us
We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.
We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.
Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.
Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.
We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.
If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.
We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.
Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.
If you suspect you've been targeted, please contact us immediately at [email protected] for verification.
Key Points to Remember:

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.
  

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.
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