Lead IT Engineer - Service Management at Nubank

<h2 class="p8i6j01 paragraph">About Us</h2> <p class="p8i6j01 paragraph">Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America — and this is still just the beginning of the purple future we're building. Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human. Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. Learn more at <a class="ln4xub1 _1ibi0s36w _1ibi0s3e5 _1ibi0s3cg markdown-link _1ibi0s376" href="https://international.nubank.com.br/careers/" target="_blank">&nbsp;<span class="f8uo5q0">https://international.nubank.com.br/careers/</span></a>.</p> <h2 class="p8i6j01 paragraph">About the Team</h2> <p class="p8i6j01 paragraph">The IT team is the operational backbone of Nubank’s internal infrastructure. As the company scales, we’re building the service management foundations that let engineering teams move faster with more confidence — turning IT operations into a strategic advantage, not just a support function.</p> <h2 class="p8i6j01 paragraph">About the Role</h2> <p class="p8i6j01 paragraph">As a Lead IT Engineer - Service Management, you will own and evolve Nubank’s IT Service Management (ITSM) practice end to end. You’ll design and implement processes, tools, and governance that keep our internal services reliable, auditable, and efficient, enabling engineering teams to focus on high-impact work while maintaining strong operational controls in a regulated environment.</p> <h2 class="p8i6j01 paragraph">You’ll Be Responsible For</h2> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">Continuing to build and own Nubank's ITSM practice, defining and implementing core ITIL v4 processes: incident, problem, change, service request, and knowledge management.</li> <li class="p8i6j0a">Establishing a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.</li> <li class="p8i6j0a">Owning the end-to-end ITSM toolchain (Jira Service Management or equivalent): configuration, workflow design, form logic, SLA rules, and integrations with adjacent systems.</li> <li class="p8i6j0a">Identifying and closing automation gaps — routing, escalation, notifications, and reporting — partnering with engineering teams to reduce manual toil across operations.</li> <li class="p8i6j0a">Defining and tracking operational KPIs (MTTR, SLA compliance, first-contact resolution, change success rate) and building regular reporting cadences for leadership and stakeholders.</li> <li class="p8i6j0a">Establishing a Change Advisory Board (CAB) with structured documentation and approval workflows.</li> <li class="p8i6j0a">Supporting audit and compliance requirements with structured evidence of IT operational controls, essential in a regulated financial environment.</li> <li class="p8i6j0a">Driving ITSM adoption across the organization, creating runbooks, training materials, and documentation that embed service management culture at scale.</li> </ul> <h2 class="p8i6j01 paragraph">We Are Looking For a Person Who Has</h2> <h4 class="p8i6j01 paragraph">Mandatory qualifications</h4> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">7+ years of experience in IT service management, IT operations, or a related discipline.</li> <li class="p8i6j0a">Deep ITIL v4 expertise; ITIL 4 Foundation or Managing Professional certification strongly preferred.</li> <li class="p8i6j0a">Proven track record of building ITSM practices from scratch or significantly transforming an existing function.</li> <li class="p8i6j0a">Hands-on experience owning and configuring ITSM tooling end-to-end (Jira Service Management, ServiceNow, or equivalent) — not just using it, but designing it.</li> <li class="p8i6j0a">Ability to work cross-functionally in a fast-paced, engineering-led environment, with strong influence-without-authority skills.</li> <li class="p8i6j0a">Strong written and verbal communication, including the ability to present to senior leadership.</li> </ul> <h4 class="p8i6j01 paragraph">Nice-to-have qualifications</h4> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">Experience in fintech, high-growth tech, or other regulated industries.</li> <li class="p8i6j0a">Familiarity with adjacent frameworks: COBIT, ISO 20000, or SRE principles.</li> <li class="p8i6j0a">Experience partnering with Security and/or Platform Engineering teams.</li> <li class="p8i6j0a">Fluent English.</li> </ul> <h2 class="p8i6j01 paragraph">What We Offer</h2> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">Greenfield, high-visibility scope: you’ll define what “good” ITSM looks like at Nubank’s scale — from zero.</li> <li class="p8i6j0a">Direct exposure to senior leadership across IT and Engineering.</li> <li class="p8i6j0a">A culture that values ownership and getting foundations right, without bureaucracy for its own sake.</li> </ul> <h2 class="p8i6j01 paragraph">Our Benefits – Brazil</h2> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">Chance of earning equity at Nubank</li> <li class="p8i6j0a">Food/Meal Card (Vale-Refeição and/or Vale Alimentação)</li> <li class="p8i6j0a">Public Transportation Commuting Benefit (Vale-Transporte)</li> <li class="p8i6j0a">NuCare – Psychological, Financial and Legal Assistance Program</li> <li class="p8i6j0a">Life Insurance</li> <li class="p8i6j0a">Medical Plan</li> <li class="p8i6j0a">Dental Plan</li> <li class="p8i6j0a">NuLanguage – Language Course Program</li> <li class="p8i6j0a">Nucleo – Our learning platform of courses</li> <li class="p8i6j0a">Extended Parental Leave</li> <li class="p8i6j0a">Daycare Allowance</li> <li class="p8i6j0a">Parental Consultancy</li> <li class="p8i6j0a">Work-from-home Allowance</li> <li class="p8i6j0a">Gym Partnerships</li> <li class="p8i6j0a">30 days of paid vacation</li> <li class="p8i6j0a">Relocation Assistance Package, if applicable</li> </ul> <p class="p8i6j01 paragraph">(For hybrid roles, commuting-related benefits such as Vale-Transporte and gym partnerships remain applicable.)</p> <h2 class="p8i6j01 paragraph">Work Model for This Role</h2> <p class="p8i6j01 paragraph"><strong>Hybrid – 2–3 times per week in the office.</strong><br>Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit <a class="ln4xub1 _1ibi0s36w _1ibi0s3e5 _1ibi0s3cg markdown-link _1ibi0s376" href="https://building.nubank.com/nu-hybrid-work-model/" target="_blank">&nbsp;</a><span class="f8uo5q0"><a href="https://building.nubank.com/nu-hybrid-work-model/">https://building.nubank.com/nu-hybrid-work-model/</a></span>.<br><br></p> <p class="p8i6j01 paragraph">Explore how we build technology at Nubank:</p> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a"><span id="base-ui-:rd0:" data-base-ui-click-trigger=""><a class="_1ibi0s3e6 markdown-link _1ibi0s376" href="http://building.nubank.com.br" target="_blank">building.nubank.com.br</a></span></li> <li class="p8i6j0a"><span id="base-ui-:rd3:" data-base-ui-click-trigger=""><a class="_1ibi0s3e6 markdown-link _1ibi0s376" href="http://youtube.com/@building.nubank" target="_blank">youtube.com/@building.nubank</a></span></li> <li class="p8i6j0a"><span id="base-ui-:rd6:" data-base-ui-click-trigger=""><a class="_1ibi0s3e6 markdown-link _1ibi0s376" href="https://open.spotify.com/show/4hAJnAkYKXl42hLXa4LmVQ" target="_blank">Our stories on Spotify</a></span></li> </ul> <h2 class="p8i6j01 paragraph">Diversity &amp; Inclusion</h2> <p class="p8i6j01 paragraph">At Nubank, we want to be sure that we’re building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That’s why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company, while ensuring none of them represent a barrier when recruiting fantastic talent.</p> <h3 class="p8i6j01 paragraph">How to Apply</h3> <p class="p8i6j01 paragraph">If you’re excited about building a robust IT Service Management foundation that enables Nubank to scale with reliability and speed, we’d love to hear from you. Apply now and help us shape the future of financial services in Latin America.</p>