At NOVACARD , we’re redefining how people use credit.
We are the first interest-free and no-annual-fee credit card in Mexico, designed to simplify personal finances and give users complete control - all from a mobile app.
With NOVACARD, users can access up to $200,000 MXN in credit, only pay when they use it, and manage everything digitally in under 5 minutes.
Our mission is to empower people to make smarter financial decisions by offering flexibility, transparency, and the freedom they need to reach their goals. Simple finances, big goals.
Location: Remote | Industry: Fintech / Payments | Level: Leadership
We are looking for an experienced Head of IT Operations & Service Delivery to build and scale stable, high-performing IT operations and support functions in a fast-paced fintech environment. You will take ownership of critical IT service metrics and lead a multidisciplinary team to ensure operational excellence, high SLA/OLA adherence, and continuous service improvement.
This role requires a strategic thinker with hands-on leadership experience in IT Support, SRE, and service delivery - especially within the fintech, banking, or payment industries.
Build and scale predictable, efficient IT Support and IT Operations teams
Lead Level 2 Support Engineers, SRE, Security, and Incident Command functions
Ensure SLA/OLA targets are consistently met; monitor MTTR, CSAT, FCR, and other KPIs
Influence service stability architecture and support strategy
Manage relationships with external vendors and contractors
Collaborate with Dev, Security, Infra, and Product teams to align IT service delivery
Design, document, and optimize IT Operations and Support processes
Own incident and critical incident management end-to-end
Implement and maintain ITSM/ESM practices and standards
Set up and scale PMO and IT delivery practices (e.g. planning, dependency tracking)
Establish robust monitoring, alerting, and task automation systems
Oversee task and knowledge management tools (e.g., Jira, Confluence)
Contribute to Change and Release Management activities
Develop and maintain comprehensive internal documentation and a knowledge base
Foster a culture of predictability, transparency, and accountability across the team
3–5 years of experience leading IT Operations or Technical Support teams
Proven experience managing Level 2 Support, SRE, Security, or similar units
Background in banking, fintech, or payments is essential
Deep understanding of high-availability systems and SLA/OLA requirements
Strong expertise in ITSM/ESM frameworks and operational best practices
Solid grasp of key service metrics (MTTR, CSAT, FCR, SLA)
Successful track record in incident response and monitoring system implementation
Experience managing cross-functional technical teams
Proficiency with Jira, Confluence, or similar platforms
Intermediate to upper-intermediate English proficiency
Adaptability and drive to succeed in a dynamic startup environment
Strong leadership, communication, and stakeholder management skills
Ownership over critical IT functions in a high-growth fintech company
Opportunity to design scalable systems and build your dream team
Remote flexibility and a collaborative, innovation-driven environment
Work with high-performing, cross-functional global teams
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