Head of IT Operations & Service Delivery

Компания "Finstar Financial Group"

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

About the Role

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.

Key Responsibilities:

• 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

Requirements:

• 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

What You’ll Get

• 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

Открыть контакты работодателя

Зарегистрируйтесь или войдите, чтобы открыть контакты работодателя