Head of IT Operations & Service Delivery (Fluent in Russian & English)
NOVACARD
- Buenos Aires
- Permanente
- Tiempo completo
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.About the RoleWe 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 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 ResponsibilitiesBuild and scale predictable, efficient IT Support and IT Operations teamsLead Level 2 Support Engineers, SRE, Security, and Incident Command functionsEnsure SLA/OLA targets are consistently met; monitor MTTR, CSAT, FCR, and other KPIsInfluence service stability architecture and support strategyManage relationships with external vendors and contractorsCollaborate with Dev, Security, Infra, and Product teams to align IT service deliveryDesign, document, and optimize IT Operations and Support processesOwn incident and critical incident management end-to-endImplement and maintain ITSM/ESM practices and standardsEstablish robust monitoring, alerting, and task automation systemsOversee task and knowledge management tools (e.g., Jira, Confluence)Contribute to Change and Release Management activitiesDevelop and maintain comprehensive internal documentation and a knowledge baseFoster a culture of predictability, transparency, and accountability across the teamfluent Russian, English – B2 level or higher3–5 years of experience leading IT Operations or Technical Support teamsProven experience managing Level 2 Support, SRE, Security, or similar unitsBackground in banking, fintech, or payments is essentialDeep understanding of high-availability systems and SLA/OLA requirementsStrong expertise in ITSM/ESM frameworks and operational best practicesSolid grasp of key service metrics (MTTR, CSAT, FCR, SLA)Successful track record in incident response and monitoring system implementationExperience managing cross-functional technical teamsProficiency with Jira, Confluence, or similar platformsAdaptability and drive to succeed in a dynamic startup environmentStrong leadership, communication, and stakeholder management skillsWhat We Offer:Ownership over critical IT functions in a high-growth fintech companyOpportunity to design scalable systems and build your dream teamRemote flexibility and a collaborative, innovation-driven environmentWork with high-performing, cross-functional global teamsA fast-growing, international Digital product with global ambitionsFlexible working hoursOfficial employment (for candidates based in Russia, we are an accredited IT company)Competitive compensation + KPI-based bonusesHealth insurance (including dental) from day oneModern work equipment and a supportive, ambitious teamClear opportunities for professional growth and personal development planning