About Patria Technology Patria is an alternative investment firm investing across Private Equity, GPMS (Fund of Funds), Infrastructure, Real Estate, Credit and Public Equities. Technology supports the firm through a period of growth, including acquisitions and expansion across asset classes and geographies. Technology is organized into value streams, which own the technology serving a business area end to end, and shared capabilities, which provide common platforms, standards and services. This is a new position within an established Technology function that includes Information Security, Technology Governance, Infrastructure and value-stream leads.

Role purpose

Create a simple, reliable and responsive Technology experience for Patria's approximately 1,000 users across Europe, the Cayman Islands, the US, Latin America, Dubai, Hong Kong and Beijing. The role owns the common front door for support and the central L1 and L2 operating model: service desk, workplace and collaboration platforms, access administration, monitoring, incident and major-incident management, change management, service-level management and repeatable playbook-based fixes, together with the IT service management (ITSM) processes and ServiceNow platform.

Scope boundaries: Infrastructure engineering and operations are owned by the Infrastructure Lead; application-level (L3) support by the value streams.

What you will own

• Lead the global end-user and IT service operation across internal teams and external providers, with extended coverage across time zones from Europe to the Americas and on-call for major incidents.

• Own L1 support and central L2 monitoring and incident response, with clear escalation to Infrastructure and to value-stream application (L3) teams.

• Own ITSM (requests, incident, major incident, problem, change, knowledge and service-level management, and the known-error database) and the ServiceNow ITSM platform.

• Own and operate workplace, endpoint and collaboration platforms, field support, and access administration in line with identity and access policies set by Information Security, including mobile-device security, endpoint patching and deployment.

• Define the service catalogue, operating hours, on-call model, support boundaries and repeatable remediation playbooks.

• Own provider relationships, contracts, service levels and performance measures, supported by Technology Governance and Procurement.

• Ensure services are intuitive and responsive while meeting security, access, audit and compliance requirements.

What success looks like in the first 12 months

1. A clear global service model is in place, with defined ownership, escalation paths and boundaries across L1, L2, L3 and Infrastructure.

2. Provider contracts, SLAs and operating coverage match business needs across time zones, with consistent performance governance and reporting.

3. Users experience faster resolution and fewer repeat incidents, evidenced through agreed service metrics (SLAs) and user feedback, supported by stronger knowledge, playbooks, monitoring and change control.

What we are looking for

Essential

• 10 years of experience leading end-user services, service desk and IT service operations in a multi-location, multi-time-zone organization, managing outsourced services, contracts, SLAs, KPIs and global support coverage.

• Strong ITSM knowledge across requests, monitoring, incident, major-incident, problem, change, knowledge and service-level management, including ownership of the ServiceNow ITSM platform.

• Practical experience with workplace and collaboration platforms, endpoints, access administration and field support.

• Deep expertise in Microsoft platforms.

• Experience leading cross-functional L2 monitoring teams.

• Evidence of improving service through standardization, knowledge, automation, AI-assisted self-service, shift-left practices and repeatable playbooks.

• A customer-focused leadership style combined with disciplined operational, security and compliance management.

Preferred: Experience in financial services or another regulated environment. ITIL 4 certification.

Technologies: ServiceNow ITSM, Microsoft 365, Intune, Entra ID, Defender, Teams; Claude; Gemini and Copilot preferred.

Languages: English (essential); Portuguese and/or Spanish (preferred).

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