Corporate IT Manager

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly and grow together. Today, we serve over 3.6 million customers and partner with more than 55,000 merchants, making Addi Colombia’s fastest-growing marketplace. With a state-of-the-art, technology-first approach, we provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing), bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.   But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day. ABOUT THE ROLE This is where you come in. Below, you’ll find what this role is all about, the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading.   WHAT’S THE MISSION YOU’LL DRIVE Lead Addi's Corporate IT function team, infrastructure, networking, and vendors to deliver reliable, secure, and well-supported technology for every colleague, ensuring the business never loses time or trust to preventable IT failures.   WHAT YOU WILL DO - Reliable and measurable IT service: - Establish and operate a service-management model clear intake channels, ownership, priorities, SLAs, escalation paths, and stakeholder communications. - Defining a baseline within the first 60 days and agreeing annual targets for first-response time, resolution time, SLA attainment, backlog age, reopen rate, and internal customer satisfaction, tracked through a visible weekly service dashboard that drives root-cause elimination of high-volume ticket categories rather than just closing individual requests. - High-performing CorpIT team: - Build a high-performing CorpIT team by defining clear roles, service ownership, on-call/coverage expectations, and weekly operating cadences, backed by regular 1:1s, feedback, and development plans; measured through skill-coverage and succession plans that close key-person dependencies and strengthen Level 1/2 support capability, and through direct, fair performance management that recognizes strong performers and resolves gaps via coaching, hiring, or reorganization. - Hands-on operational excellence: - Lead hands-on resolution of complex incidents and escalations across networks, endpoints, identity, collaboration tools, office connectivity, and critical SaaS platforms, implementing a consistent incident workflow (triage, stakeholder updates, recovery, root-cause analysis, corrective actions, knowledge capture) and improved monitoring/alerting with documented thresholds and escalation procedures, evidenced by current runbooks, asset records, network diagrams, and support documentation. - Project delivery and modernization: - Own the CorpIT roadmap and deliver prioritized projects, network upgrades, office connectivity, endpoint lifecycle improvements, tooling migrations, monitoring enhancements, automation, and service-management maturity on time, within scope and budget, against explicit milestones, risk and dependency tracking, adoption plans, and measurable benefits, while balancing delivery against daily operations through transparent capacity planning. - Resilient corporate infrastructure and networking: - Establish a baseline and improve availability, performance, coverage, and resilience of office and corporate network services, owning operational management of LAN/WAN, Wi-Fi, VPN, DNS, DHCP, internet links, firewalls, and network segmentation (in coordination with Cybersecurity), with defined capacity, redundancy, monitoring, backup, and recovery standards, measured by a reduction in recurring connectivity incidents and proactive detection of degradation through network telemetry and trend analysis. - Security, controls, and asset governance: - Maintain accurate hardware, software, license, vendor, contract, warranty, and ownership inventories across the full asset lifecycle, ensuring endpoint baselines, patching, configuration, encryption, and device management meet agreed security and audit requirements, in close partnership with Cybersecurity and IAM with clear separation of responsibilities, and with risks and exceptions escalated with defined impact, owner, mitigation, and due date. - Vendor, budget, and stakeholder management: - Own CorpIT vendors and operational contracts service performance, escalations, renewals, and cost control holding providers accountable for agreed outcomes, and produce a transparent operating budget and forecast that identifies optimization opportunities without compromising reliability or support quality, while building trusted relationships with People, Finance, Legal, Procurement, Workplace, Cybersecurity, Engineering, and business leaders.   WHAT WE’RE LOOKING FOR - Demonstrated experience leading IT operations or corporate technology teams - 7+ years in Corporate IT, IT operations, infrastructure, networking, or service management, including 2+ years leading teams - Sets clear expectations, delegates, coaches, and manages performance to build a high-performing, service-oriented culture - Works alongside the team during incidents and deployments, staying technically deep enough to guide resolution without becoming a bottleneck Track record of running structured IT service management - Has implemented incident, request, problem, change, asset, and knowledge management practices - Built support tiers, SLAs, prioritization frameworks, and continuous-improvement routines - ITIL certification desired but not required given equivalent applied experience Proven Level 1/Level 2 support depth and service mindset - Strong track record troubleshooting hardware, OS, identity, SaaS, peripherals, and connectivity issues directly with end users - Treats colleagues as internal customers: communicates clearly, restores service quickly, and converts recurring feedback into systemic fixes - Has personally handled escalations for complex, multi-layer issues under time pressure Has solid expertise in networking fundamentals and monitoring - Deep knowledge of TCP/IP, subnetting, VLANs, routing, switching, Wi-Fi, VPN, DNS, DHCP, NAT, firewalls, and QoS - Has implemented or operated network monitoring/alerting (availability, latency, packet loss, capacity) and used it to drive incident response - Experience with cloud-managed corporate infrastructure (device management, identity, observability tooling) is a plus Demonstrated ability to deliver cross-functional IT projects end to end - Has owned projects from discovery and requirements through implementation, adoption, and post-launch measurement - Balances urgent operational demand against strategic roadmap work, keeping trade-offs transparent to stakeholders - Experience forecasting and optimizing hardware, software, connectivity, and support spend Experienced in managing vendors and holding them accountable for outcomes - Has negotiated and managed SLAs, escalations, and renewals with IT vendors and service providers - Makes evidence-based build/buy/renew decisions and tracks vendor performance against agreed KPIs Demonstrated background in security-by-default practices and asset governance - Understands least privilege, MFA/SSO, endpoint hardening, patching, encryption, and secure configuration - Has managed hardware/software/license inventories across the full lifecycle, including secure disposal and compliance - Regulated-environment experience (fintech, banking, or similar), with exposure to ISO 27001, ITGC, or SOC 2, is a plus Strong stakeholder communication, bilingual in Spanish and English - Explains technical topics, service impact, and risk trade-offs clearly to technical and non-technical audiences alike - Works effectively with Cybersecurity, IAM, People, Finance, Procurement, Legal, and Engineering - Professional fluency in Spanish and English WHY JOIN US? - Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services. - Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner - Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it. - Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it. - Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth.   HOW THE HIRING PROCESS LOOKS LIKE We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like: - Step 1: People Interview (30 min) A conversation with a recruiter to get to know you, your experience, and what you're looking for. We’ll also share more about Addi, our culture, and the role. - Step 2: Hiring Manager Interview (60 min) A conversation focused on how you lead and operate. We will explore your approach to leading people, your philosophy on service delivery, and how you design and run an operating model that scales. We want to understand your hands on orientation, how you take ownership of projects end to end, how you prioritize competing demands, how you manage stakeholders across the business, and how you would raise the maturity of the function you are joining. - Step 3: Technical Deep Dive (60 min) A hands on conversation covering the technical foundations of the role. We will walk through your grasp of networking fundamentals, how you approach monitoring, and how you handle L1/L2 troubleshooting day to day. We are also looking at your experience running endpoint and SaaS operations, how you lead through an incident, how you build resilience into infrastructure, the judgment you apply to security decisions, and how you get to the actual root cause of a problem rather than just the symptom. - Step 4: Business Case A practical exercise designed to see how you think through ownership, plan…