The IT Service Management (ITSM) group within the Employee Enablement Solutions team (EES) at Visa is seeking a Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience. Key responsibilities include:
Continual improvement of services and processes
Building strategic partnerships throughout the organization
Managing services throughout their lifecycle
Influencing decisions as a customer advocate
Facilitating transparent communication and collaboration
Providing clear, weekly reporting focused on results and milestones
The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement. They should balance empathy with the ability to explain limitations, understand the cost implications of services, and be able to back decisions with data. Excellent communication, interpersonal skills, and a commitment to delivering quality services are essential.
The candidate must be comfortable providing ITSM services autonomously and building strong relationships with staff and leaders globally. They should use analysis and relationships to improve the user experience in their region and beyond. The candidate will be expected to provide clear reporting and KPIs on a monthly basis, and track milestones in our systems for visibility.
The successful candidate will demonstrate emotional intelligence, executive presence, and the courage to highlight inconsistencies. They should be self-motivated, committed to enhancing ITSM processes, and eager to improve Visa through discussion, influence, leadership, and action. They will be expected to create plans with milestones and dates for optimal value achievement and provide professional proposals for ITSM service improvement on a quarterly basis.
Essential Functions include:
Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targets
Analyzing ServiceNow data to identify service gaps and drive improvements
Meeting with World Area staff/leaders to present analysis of services, capturing feedback and aligning with business needs
Driving service transition and integration activities beyond minimum requirements, striving for world-class delivery
Developing actionable plans with key deliverables/milestones, eliminating ambiguity
Communicating with high energy, excellent verbal, written, and presentation skills are essential
Creating clear and actionable service-related communications for distribution to targeted audiences
Building partnerships and encouraging collaboration to maximize continual improvement opportunities
Transforming complex technical concepts into precise, audience-appropriate language
Leading in ambiguous high-pressure situations and working independently with limited direction
Prioritizing and managing a wide range of competing initiatives
Taking ownership of urgent customer items and building strong relationships with internal customers
Optimizing service delivery by aligning technology owners with best practices and methodologies
Challenging assumptions and the status quo, exhibiting strong organizational courage
Developing persuasive business plans and proposals that maximize return on investment
Exhibiting strong problem-solving skills and critical thinking techniques
Understanding organizational change management and user experience improvement techniques
Engaging professionally with people at all levels, using strong interpersonal skills
Managing time and priority with attention to detail across a wide array of competing initiatives
Integrating into a team of technical, process improvement and change management professionals
Providing quarterly written proposals to leadership on biggest ITSM opportunity areas to serve Asia Pacific
The successful candidate will possess the following qualities:
Strong ideation and problem-solving skills
Results-oriented with a continuous improvement mindset
Coachable and positive attitude
Strong and concise communicator, effective listener, and empathetic
Self-sufficient in admin tasks and effective at prioritizing
Additional responsibilities include tracking goals on a weekly basis, presenting monthly reports and strategy updates, showcasing milestone progress, and meeting or exceeding goal targets with weekly reporting. The successful candidate will demonstrate a high degree of autonomy and ownership, and possess excellent communication skills.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
