Position Summary: Lead the operational management of IT services, focusing on continuous improvement, incident and problem management, and SLA monitoring to ensure service availability. Key Responsibilities: 1. Lead the operational management of IT help desk services. 2. Implement and lead working groups for continuous service improvement. 3. Ensure the availability and continuity of IT services. **Date:** Feb 6, 2026 **Location:** LIMA, Peru **Company:** Alicorp S.A.A. **What will be your challenge?** Ensure the availability and continuity of IT services by managing them in accordance with best practices and established frameworks. Lead the continuous improvement process, problem and incident management, operational monitoring, and SLA control for help desk services related to microcomputing and applications. Manage vendors according to the defined governance model to deliver service quality aligned with end-user expectations. **What will you do in this role?** * Lead the operational management of IT help desk services with an integrated perspective, aligned with the processes and models defined within the technological integration framework of newly acquired companies. * Implement, execute, and communicate the IT help desk service governance model. * Manage service availability, aligned with incident and problem management processes. * Implement and lead working groups for continuous service improvement. * Ensure up-to-date service documentation, compliance with policies, and internal and external controls as required. * Identify opportunities for service efficiency and automation of tasks and procedures. * Define and implement effective communication channels regarding service management with business units and key users. * Lead SLA monitoring and compliance across all vendors involved in service delivery. * Lead operational and executive service meetings and manage agreement execution. * Prepare dashboards using cost-effective tools such as Power BI and others to report service management results. **What do we require from you?** * Bachelor’s degree in Systems Engineering, Software Engineering, Telecommunications Engineering, or related fields. * ITIL and/or PMP certification is desirable. * Minimum of four (4) years of prior experience in this role or in similar functions. * Experience in help desk service management, IT service levels, processes and projects, and vendor management. * Intermediate-level proficiency in Microsoft Excel. * Intermediate-level proficiency in Power BI. * Intermediate-level technical English proficiency.