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 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