Head of IT Operations & Service Delivery (Fluent in Russian & English)

!!! Please note that this role involves close collaboration with our team in Mexico. If you are based in Moscow or similar time zones, you should be comfortable working late hours and occasionally responding to urgent incidents outside of standard working hours. Thank you for your understanding.

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.

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 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

• 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

• fluent Russian, English – B2 level or higher

• 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

• Adaptability and drive to succeed in a dynamic startup environment

Strong leadership, communication, and stakeholder management skills

What We Offer:

• 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

• A fast-growing, international Digital product with global ambitions

• Flexible working hours

• Official employment (for candidates based in Russia, we are an accredited IT company)

• Competitive compensation + KPI-based bonuses

• Health insurance (including dental) from day one

• Modern work equipment and a supportive, ambitious team

• Clear opportunities for professional growth and personal development planning