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Job Type
Full Time
Job Details
Job Description JOB DESCRIPTION AND RESPONSIBILITIES 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
- 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 the Latin America and Caribbean region
- 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
About the Company
VISA
Foster City, CA, United States
At Visa, we are driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid. As our products and... Read more