About the TeamThe 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.
About the RoleAs a Staff 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.
You'll Be Responsible For- Continuing to build and own Nubank's 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.
We Are Looking For a Person Who HasMandatory qualifications- 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.
Nice-to-have qualifications- 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.
What We Offer- Greenfield, high-visibility scope: you'll define what "good" ITSM looks like at Nubank's 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- Durham, United States
- Miami, United States
- Palo Alto, United States
- Washington DC, United States
OurBenefits- 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.
Work Model for this RoleHybrid 2-3 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, visit https://building.nubank.com/nu-hybrid-work-model/
Location-Specific Disclosures- Palo Alto: Total compensation includes base salary, RSUs and benefits. Base salary range: $178,560 - $267,840
