Job Description 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, monthly reporting showcasing progress and achievements 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. Strong interpersonal skills and a commitment to delivering quality services are essential. The candidate must be comfortable 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 present monthly reports and updates, focusing on KPIs for optimal value achievement. 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 provide professional proposals for ITSM service improvement on a quarterly basis. Essential Functions: 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 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 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 3 set days a week (determined by leadership/site) or more of the time based on business needs. Qualifications Basic Qualifications: 2 or more years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications 3 or more years of work experience or more than 2 years of work experience with an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD). 1-2 years working on IT project teams Understanding of Project Management methodologies Strong knowledge of Microsoft Office – PowerPoint, Outlook, Excel, SharePoint, etc. ITIL Foundation certification or equivalent knowledge/experience Proven experience designing ServiceNow queries – generating related reports & dashboards Additional Information 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.
