Staff IT Engineer Service Management

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 were 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 Companys Most Innovative Companies and Forbes Worlds Best Bank. Learn more at the Team

The IT team is the operational backbone of Nubanks internal infrastructure. As the company scales were 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.

As a Staff IT Engineer - Service Management you will own and evolve Nubanks IT Service Management (ITSM) practice end to end. Youll 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.

• Continuing to build and own Nubanks ITSM practice defining and implementing core ITIL v4 processes: incident problem change service request and knowledge management.
• Establishing a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.
• Owning the end-to-end ITSM toolchain (Jira Service Management or equivalent): configuration workflow design form logic SLA rules and integrations with adjacent systems.
• Identifying and closing automation gaps routing escalation notifications and reporting partnering with engineering teams to reduce manual toil across operations.
• Defining and tracking operational KPIs (MTTR SLA compliance first-contact resolution change success rate) and building regular reporting cadences for leadership and stakeholders.
• Establishing a Change Advisory Board (CAB) with structured documentation and approval workflows.
• Supporting audit and compliance requirements with structured evidence of IT operational controls essential in a regulated financial environment.
• Driving ITSM adoption across the organization creating runbooks training materials and documentation that embed service management culture at scale.

• 7 years of experience in IT service management IT operations or a related discipline.
• Deep ITIL v4 expertise; ITIL 4 Foundation or Managing Professional certification strongly preferred.
• Proven track record of building ITSM practices from scratch or significantly transforming an existing function.
• Hands-on experience owning and configuring ITSM tooling end-to-end (Jira Service Management ServiceNow or equivalent) not just using it but designing it.
• Ability to work cross-functionally in a fast-paced engineering-led environment with strong influence-without-authority skills.
• Strong written and verbal communication including the ability to present to senior leadership.

• Experience in fintech high-growth tech or other regulated industries.
• Familiarity with adjacent frameworks: COBIT ISO 20000 or SRE principles.
• Experience partnering with Security and/or Platform Engineering teams.
• Fluent English.

• Greenfield high-visibility scope: youll define what good ITSM looks like at Nubanks scale from zero.
• Direct exposure to senior leadership across IT and Engineering.

A culture that values ownership and getting foundations right without bureaucracy for its own sake.

Location

• Miami United States
• Palo Alto United States
• Washington DC United States

• Opportunity of earning equity at Nu
• Medical Insurance
• Dental and Vision Insurance
• Life Insurance and AD&D
• Extended maternity and paternity leaves
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• NuCare - Our mental health and wellness assistance program
• 401K
• Saving Plans - Health Saving Account and Flexible Spending Account
• Work-from-home Allowance
• Relocation Assistance Package if applicable.

Hybrid 23 times/week: 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 visithttps:// Disclosures

• Palo Alto: Total compensation includes base salary RSUs and benefits. Base salary range: $178560 - $267840