**Date Posted:** 2025-05-09 **Country:** Brazil **Location:** LOC6030: Rua Elisha Otis, 841, São Paulo, SÃO BERNARDO DO CAMPO, 09852-075 Brazil **ITSM** **Training and Development Manager** **Role Overview:** The ITSM Training and Development Manager is responsible for planning, implementing, and evaluating learning programs to improve employee skills and knowledge on ITSM processes and tools. You will work with leaders, and subject matter experts to identify training needs, design solutions, facilitate training via various methods, and measure the impact through Key Process Indicators (KPIs). **On a typical day you will:** + Perform Needs Assessments – Identify training needs through various methods, such as surveys, interviews, and consultations. + Design and create training materials, quick reference guides, including online modules and course content. + Deliver training sessions, conduct orientations, and provide on-the-job training. + Work with all levels of management and other departments to ensure alignment with organizational goals. + Partner with regional leaders to accommodate training in various local languages. + Monitor and report on the effectiveness of training programs and make recommendations for improvement. **What You Will Need to be Successful:** + Strong written and verbal communication skills, to include reading, writing, and speaking in English. + Active listening and instructional skills + Adaptability - Adjust communication style to different audiences, situations, and communication channels. + Provide constructive feedback to others and being open to receive feedback + Solid working knowledge of MS Office applications, Outlook, Word, PowerPoint, Excel, etc. + Maintain a professional demeanor and attitude in all communication interactions **Minimum Qualifications** + Bachelor’s degree in a relevant field or equivalent experience. + Working knowledge of ServiceNow. + 2+ years’ experience developing training materials and facilitating training sessions. + Ability to work with a diverse team of users and IT professionals. + Ability to lead and influence others in a matrixed organization. + Strong organizational and time management skills. + Knowledge and preferably a certification in the IT Infrastructure Library (ITIL) + Preferred experience working with a global team across multiple regions and time zones. Apply today to join us and build what’s next!. If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 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 69,000 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 (https://www.otis.com/en/us/our-company/esg) . Become a part of the Otis team and help us #Buildwhatsnext! **_Otis is An Equal Opportunity, Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com._** **Privacy Policy and Terms:** Click on this link (https://www.otis.com/corporate/privacy-policy/Job-Applicant/) to read the Policy and Terms We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.