Staff IT Engineer - Service Management

Nubank•Palo Alto, CA

4d•$178,560 - $267,840•Hybrid

About The Position

Nubank is seeking a Staff IT Engineer - Service Management to own and evolve the company's IT Service Management (ITSM) practice end-to-end. This role involves designing and implementing processes, tools, and governance to ensure internal services are reliable, auditable, and efficient. The goal is to enable engineering teams to focus on high-impact work while maintaining strong operational controls within a regulated financial environment. The IT team serves as the operational backbone of Nubank’s internal infrastructure, and this role is crucial in building the service management foundations that allow engineering teams to scale and operate with confidence.

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 Haves

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.

Responsibilities

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.