ITSM Training & Development Manager

Date Posted:

2026-08-26

Country:

Brazil

Location:

LOC6054: São Bernardo Do Campo Home Offices Remote Location, Remote City, São Paulo, Brazil

The ITSM Training & Development Manager is responsible for designing, leading, and continuously improving the organization's IT Service Management (ITSM) learning and development strategy. This role ensures IT teams, process owners, service delivery personnel, and business stakeholders possess the knowledge, skills, and capabilities required to effectively execute ITSM processes and leverage enabling technologies within ServiceNow.

The successful candidate will establish a comprehensive training framework that drives process adoption, operational excellence, compliance, and continuous service improvement across Incident Management, Problem Management, Change Enablement, Request Management, Knowledge Management, CMDB, Service Catalog, and other ITSM disciplines.

This position serves as the primary liaison between ITSM process owners, platform teams, operational leaders, and learning partners to develop role-based learning programs that support organizational goals and digital transformation initiatives.

Key Responsibilities

ITSM Learning Strategy & Governance

• Develop and maintain the enterprise ITSM training and capability development strategy.

• Establish ITSM learning standards, governance models, and competency frameworks.

• Partner with ITSM Process Owners to identify training gaps and learning priorities.

• Define metrics and KPIs to measure training effectiveness, adoption, and business outcomes.

• Ensure learning programs align with ITIL best practices, organizational policies, and compliance requirements.

Training Program Development

• Design and deliver role-based learning journeys for ITSM practitioners, managers, and stakeholders.

• Create engaging training materials, facilitator guides, e-learning content, knowledge articles, videos, and workshops.

• Develop onboarding programs for new employees supporting ITSM processes and platforms.

• Maintain a centralized ITSM curriculum and training repository.

• Continuously update content to reflect process changes, system enhancements, and industry best practices.

Performance & Continuous Improvement

• Conduct learning needs assessments and capability gap analyses.

• Monitor learner performance, training participation, certification attainment, and effectiveness metrics.

• Gather feedback through surveys, workshops, and stakeholder engagement activities.

• Implement continuous improvements to training content, delivery methods, and learning experiences.

Knowledge Management

• Partner with Knowledge Management teams to promote documentation standards and knowledge-sharing practices.

• Develop training materials that enhance self-service adoption and knowledge utilization.

• Support the creation and maintenance of operational documentation, standards, and process guides

Required Qualifications

• Bachelor's degree in Business, Information Technology, Education, Organizational Development, or a related field.

• 4+ years of experience in IT Service Management, Learning & Development, Organizational Change Management, or related disciplines.

• 3+ years of experience developing and delivering enterprise training programs.

• Strong knowledge of ITIL processes and service management best practices.

• Experience supporting ServiceNow or comparable ITSM platforms.

• Demonstrated ability to design and facilitate instructor-led, virtual, and self-paced learning programs.

• Experience managing multiple initiatives in a fast-paced enterprise environment.

• Excellent communication, presentation, facilitation, and stakeholder management skills.

Preferred Qualifications

• ITIL 4 Foundation or higher certification.

• ServiceNow Certified System Administrator (CSA) or related certification.

• Experience supporting CMDB, CSDM, Change Enablement, Problem Management, and Service Operations initiatives.

• Project management experience

• Familiarity with Agile delivery methodologies

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Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Become a part of the Otis team and help us #Buildwhatsnext!

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