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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 that meet or exceed goal targets 

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 present monthly reports and strategy updates, showcasing progress and achievements. 
 

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.
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. 

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

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 the 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 

 
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. 

BASIC QUALIFICATIONS
5 or more years of relevant work experience with a Bachelor's 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

ITIL Foundation or Intermediate Certification

ServiceNow Experience

PREFERRED QUALIFICATIONS
6 or more years of work experience with a Bachelor's 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
Project Management Professional (PMP) certification or equivalent project management certification
3-5 years project leadership experience
1-2 years directly supporting the user community
2 years providing updates to senior leadership
Strong knowledge of Microsoft Office – Outlook, Excel, PowerPoint, SharePoint, & Visio
Proven experience designing ServiceNow queries-generating related reports & dashboards.
Proven experience in MS Power BI
Proven experience developing Standard Operating Procedures
Proven experience designing and/or improving business and/or process flows

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.