Lead IT Engineer (Service Management)

TL;DR

Lead IT Engineer (Service Management): Designing and evolving end-to-end ITSM practices to support internal infrastructure at scale with an accent on ITIL v4 process implementation, toolchain configuration, and operational KPI tracking. Focus on establishing service catalogs, driving automation across IT operations, and ensuring compliance in a regulated financial environment.

Location: Hybrid (must be based in or able to relocate to Brazil; office attendance 2-3 times per week required in Belo Horizonte, Campinas, Rio de Janeiro, or Sao Paulo).

Company

hirify.global is one of the world's largest digital financial platforms, redefining financial services across Latin America through proprietary technology and data intelligence.

What you will do

• Build and own the ITSM practice, implementing ITIL v4 processes including incident, problem, and change management.
• Configure and maintain the ITSM toolchain, specifically Jira Service Management or equivalent systems.
• Define service catalogs with clear SLAs and OLAs to improve stakeholder collaboration.
• Identify automation gaps and partner with engineering teams to reduce manual operational toil.
• Establish Change Advisory Board (CAB) workflows and ensure robust documentation for audit and compliance.
• Track and report operational KPIs to leadership while driving service management culture across the organization.

Requirements

• Must be based in or able to relocate to Brazil.
• 7+ years of experience in IT service management or IT operations.
• Deep expertise in ITIL v4 (Foundation or Managing Professional certification preferred).
• Hands-on experience designing and configuring ITSM tools like Jira Service Management or ServiceNow.
• Fluent English is required.
• Proven ability to influence cross-functionally in a fast-paced environment.

Nice to have

• Experience in fintech or other regulated high-growth industries.
• Knowledge of COBIT, ISO 20000, or SRE principles.
• Background partnering with Security or Platform Engineering teams.

Culture & Benefits

• Equity opportunities at hirify.global.
• Comprehensive health coverage including medical, dental, and life insurance.
• NuCare support program for psychological, financial, and legal assistance.
• Generous leave policy including 30 days of paid vacation and extended parental leave.
• Professional growth through NuLanguage program and the Nucleo learning platform.
• Relocation assistance package available.