IT SERVICE MANAGER (SR. PROJECT ANALYST)

IT Service Manager (Sr. Project Analyst)

Product & Project Management (Technical)

Full-time

Date : Job Number : REF005463W Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive.

Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second.

The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere.

As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace.

We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together , let's transform the way the world pays.

Job Description and Responsibilities

IT Service Management (ITSM) is a group within Corporate ITs Employee Experience Lifecycle Team and Integration Management Office (EELT and IMO).

EELT / IMO champion the technology needs of Visa staff around the world. Service Managers work with technology teams and business partners to co-create value across the organization through delivery and optimization of IT Services.

IT Service Managers drive excellence by providing holistic oversight across all employee-facing technology services. The organization looks to us to simplify, optimize, automate, and promote visibility to maximize the value of IT services.

This is accomplished by :

• Promoting a Service Culture that puts the Employee Experience first
• A continual improvement mindset creating and executing organized improvement plans
• Continuous reassessment of employee and business unit needs to optimize services
• Building and maintaining strong strategic partnerships throughout the organization
• Facilitating transparency, clear communication, and cross functional collaboration
• Managing services beyond go-live, throughout their entire lifecycle
• Influencing strategic and tactical decisions as a customer advocate
• Creating and optimizing sustainable processes, and promoting across multiple functions

The successful candidate should have a strong IT background but also understands the changing needs of business. They need to know what it means to overlay process and bring structure to feedback that is frequently anecdotal and emotional.

They balance empathy with the courage to explain why IT cannot deliver everything. They need a business mindset to understand that services cost money, and be able to produce data behind decisions.

They need to be able to speak, write, and educate clearly and with influence. They need to have great interpersonal skills, be passionate about delivering quality services, and at the same time leverage data, metrics, and trends to ensure targets are met, bringing the best levels of service to our business.

They have the skills to drive answers to important questions about the cost of our services, whether they meet business requirements, and track satisfaction in a data driven way.

This team will bring clarity to users on what to expect, the value of our services, and where to go when they need answers.

This role will specialize in all IT Service Management aspects of Mergers and Acquisitions (M&As). When Visa merges / acquires a new entity, the Service Manager will work with the project team to ensure an efficient integration and an outstanding experience for the employees transitioning to Visa.

ADDITIONAL INFORMATION

• Essential Functions
• Work with the IMO team to integrate Acquired Entities (AEs) into the Visa corporate environment
• Analyze Ask Now (Service Now) data to identify service gaps, then drive improvements
• Meet with AE leads and present analysis of technology services, capturing feedback and aligning with business needs
• Drive service transition and integration activities beyond minimum requirements, striving for world class delivery
• Eliminate ambiguity, and develop actionable plans with key deliverables / milestones
• Communicate with high energy - excellent verbal, written, and presentation skills are essential
• Create clear and actionable service-related communications for distribution to targeted audiences
• Build partnerships and encourage collaboration to maximize continual improvement opportunities
• Transform complex technical concepts into precise, audience-appropriate language
• Lead in ambiguous high-pressure situations and work independently with limited direction
• Prioritize and manage a wide range of competing initiatives
• Optimize service delivery by aligning technology owners with best practices and methodologies
• Challenge assumptions and the status quo, exhibit strong organizational courage
• Develop persuasive business plans and proposals that maximize return on investment
• Exhibit strong problem solving skills and critical thinking techniques
• Understand organizational change management and user experience improvement techniques
• Engage professionally with people at all levels, using strong interpersonal skills
• Manage time and priority with attention to detail across a wide array of competing initiatives
• Integrate into a team of technical, process improvement and change management professionals

Qualifications

Basic Qualifications

5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work

experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience

with a PhD

Preferred Qualifications

6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant

experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant

experience with a PhD

• ITIL Foundation or Intermediate Certification
• Project Management Professional (PMP) certification or equivalent project management

certification

• 3-5 years project leadership experience
• 1-2 years of experience with mergers and acquisitions
• Strong knowledge of Microsoft Office PowerPoint, Outlook, Excel, SharePoint, etc. Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.

S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law Work Hours : Varies upon the needs of the department

Travel Requirements : This position requires travel 5-10% of the time.

Mental / Physical Requirements : This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.