Staff IT Engineer - Service Management

Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company drives industry transformation by leveraging data and proprietary technology to develop innovative financial products and services. Guided by its mission to fight complexity and empower people, Nu supports customers’ complete financial journey with responsible lending, transparency, and financial access.

About The Team

The IT team is the operational backbone of Nubank’s internal infrastructure. As the company scales, we’re building service management foundations that enable engineering teams to move faster with confidence, turning IT operations into a strategic advantage rather than just a support function.

About The Role

As 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 to ensure internal services remain reliable, auditable, and efficient, allowing engineering teams to focus on high-impact work while maintaining strong operational controls in a regulated environment.

Responsibilities

• Build and own Nubank's ITSM practice, defining and implementing core ITIL v4 processes: incident, problem, change, service request, and knowledge management.
• Establish a service catalog with clearly defined SLAs and OLAs aligned with internal stakeholder expectations.
• Own the end-to-end ITSM toolchain (Jira Service Management or equivalent), including configuration, workflow design, form logic, SLA rules, and integrations with adjacent systems.
• Identify and close automation gaps—routing, escalation, notifications, and reporting—partnering with engineering teams to reduce manual toil.
• Define and track operational KPIs (MTTR, SLA compliance, first-contact resolution, change success rate) and build regular reporting cadences for leadership and stakeholders.
• Establish a Change Advisory Board (CAB) with structured documentation and approval workflows.
• Support audit and compliance requirements with structured evidence of IT operational controls, critical in a regulated financial environment.
• Drive ITSM adoption across the organization by creating runbooks, training materials, and documentation to embed service management culture at scale.

Requirements

• 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 unnecessary bureaucracy.

Locations

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

Benefits

• Opportunity to earn equity at Nu
• Medical, 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 Savings Plans - Health Savings Account and Flexible Spending Account
• Work-from-home Allowance
• Relocation Assistance Package, if applicable

Schedule

Hybrid 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.

Pay

Palo Alto: Base salary range: $178,560 - $267,840. Total compensation includes base salary, RSUs, and benefits.