Senior IT Service Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Visa A tiempo completo
Job Overview

The IT Service Management (ITSM) division within the Employee Enablement Solutions team at Visa is in search of a Senior IT Service Manager. This role demands exceptional communication abilities, a strong sense of accountability, and the capacity to operate independently. The primary focus is on enhancing all employee-facing technology services, streamlining IT operations, and fostering a service-oriented culture that prioritizes the employee experience.

Key Responsibilities:
  • Drive ongoing enhancement of services and processes
  • Establish strategic partnerships across the organization
  • Oversee services throughout their entire lifecycle
  • Act as a customer advocate to influence decision-making
  • Facilitate open communication and collaboration
  • Deliver clear, weekly reports centered on outcomes and milestones

The ideal candidate will possess a robust IT background, be attuned to the evolving demands of the business, and demonstrate a commitment to process enhancement. They should effectively balance empathy with the ability to articulate constraints, comprehend the financial implications of services, and support decisions with data. Outstanding communication and interpersonal skills, along with a dedication to delivering high-quality services, are crucial.

The candidate must be adept at providing ITSM services independently and cultivating strong relationships with colleagues and leaders globally. Utilizing analysis and relationships, they will work to enhance the user experience across their region and beyond. The role requires regular reporting and tracking of key performance indicators (KPIs) to ensure visibility and accountability.

Essential Functions:
  • Identify and prioritize local Service Improvement Opportunities on a quarterly basis, aiming to meet or exceed targets
  • Analyze ServiceNow data to pinpoint service gaps and implement improvements
  • Engage with World Area staff and leaders to present service analyses, gather feedback, and align with business requirements
  • Lead service transition and integration efforts, striving for excellence in delivery
  • Develop actionable plans with clear deliverables and milestones
  • Communicate with enthusiasm, demonstrating excellent verbal, written, and presentation skills
  • Create concise and actionable service-related communications for targeted audiences
  • Foster partnerships and promote collaboration to maximize continuous improvement opportunities
  • Translate complex technical concepts into clear, audience-appropriate language
  • Navigate high-pressure situations independently and effectively
  • Manage a diverse range of competing initiatives
  • Take ownership of urgent customer issues and build strong relationships with internal stakeholders
  • Enhance service delivery by aligning technology owners with best practices
  • Challenge assumptions and the status quo, demonstrating strong organizational courage
  • Develop compelling business plans and proposals that optimize return on investment
  • Exhibit strong problem-solving capabilities and critical thinking skills
  • Understand organizational change management and user experience enhancement techniques
  • Engage professionally with individuals at all levels, utilizing strong interpersonal skills
  • Manage time and priorities meticulously across a variety of competing initiatives
  • Integrate into a team of technical, process improvement, and change management professionals
  • Provide quarterly written proposals to leadership on significant ITSM opportunities in the Latin America and Caribbean region

The successful candidate will embody the following qualities:

  • Strong ideation and problem-solving abilities
  • Results-driven with a mindset focused on continuous improvement
  • Coachable with a positive attitude
  • Effective communicator, attentive listener, and empathetic
  • Self-sufficient in administrative tasks and proficient at prioritizing

Additional responsibilities include tracking goals weekly, presenting monthly reports and strategy updates, showcasing progress on milestones, and achieving or surpassing goal targets through consistent reporting. The successful candidate will demonstrate a high degree of autonomy and ownership, complemented by excellent communication skills.

This position operates in a hybrid model, allowing employees to alternate between remote and office work. Employees in hybrid roles are expected to maintain a balance between remote and in-office work based on business needs.

Qualifications

Basic Qualifications:
  • 8 years of relevant work experience with a Bachelor's Degree or at least 2 years of experience with an Advanced degree (e.g., Masters, MBA, JD, MD)
  • ITIL Foundation or Intermediate Certification
  • Experience with ServiceNow
Preferred Qualifications:
  • Project Management Professional (PMP) certification or equivalent
  • 3-5 years of project leadership experience
  • 1-2 years of direct support to the user community
  • 2 years of experience providing updates to senior leadership
  • Strong proficiency in Microsoft Office – Outlook, Excel, PowerPoint, SharePoint, & Visio
  • Proven experience in designing ServiceNow queries and generating related reports & dashboards
  • Experience with MS Power BI
  • Experience in developing Standard Operating Procedures
  • Experience in 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.

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