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.

IT Service Management is a group within Corporate IT that champions 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 service excellence by providing holistic oversight across delivery towers. 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
• Continuous reassessment of business needs to optimize services
• Building strong strategic partnerships throughout the organization
• Facilitate transparency, clear communication, and collaboration
• Managing services throughout the entire lifecycle
• Influencing decisions as a customer advocate
• Creating and optimizing sustainable processes

The successful candidate should have a strong IT background but understand 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 educate others effectively. They need to have great interpersonal skills, be passionate about delivering quality services, and at the same time leverage data, metrics and trends as a way to ensure we are hitting the target with our solutions, 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.

Essential Functions

• Elicit business requirements using techniques appropriate to the situation
• Translate business requirements into key project deliverables and manage their execution
• Compose service related communications for distribution to targeted audiences
• Build partnerships and encourage collaboration to maximize continual improvement opportunities
• Organize information from multiple sources, eliminate ambiguity, and develop actionable plans
• Transform complex technical concepts into precise language
• Lead in ambiguous 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
• Experience with organizational change management and user experience improvement techniques
• Excellent verbal and written communication skills
• Strong interpersonal skills, ability to interact professionally with people at all levels
• Attention to detail with excellent time management skills
• Must be able to integrate well into an existing team of technical and project professionals

Basic Qualifications

• 4 years of 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 degree.

Preferred Qualifications

• 7-10 years of work experience and a Bachelor’s Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of 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
• Strong knowledge of Microsoft Office – PowerPoint, Outlook, Excel, SharePoint, etc.

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, reach with hands and arms, and bend or lift up to 25 pounds.

Working Hours

• The incumbent will be required to work during core business hours occasionally supporting international internal customers.  

Travel Requirements

• This position requires the incumbent to travel for work 5% of the time

To learn more about Visa’s Corporate IT organization, visit careers.smartrecruiters.com/Visa/cit

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