IT Service Manager (Sr. Project Analyst)

**IT Service Manager (Sr. Project Analyst)**Product & Project Management (Technical)Full-timeDate: Job Number: REF005465W **Company Description**Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.When you join Visa, you join a culture of purpose and belonging where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world helping unlock financial access to enable the future of money movement.**Join Visa: A Network Working for Everyone.****Job Description and Responsibilities**IT Service Management (ITSM) is a group within Corporate ITs Employee Experience Lifecycle Team (EELT). EELT and ITSM champion 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 excellence by providing holistic oversight across all employee-facing technology services. 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 that puts the Employee Experience first- A continual improvement mindset creating and executing organized improvement plans- Continuous reassessment of employee and business unit needs to optimize services- Building and maintaining strong strategic partnerships throughout the organization- Facilitating transparency, clear communication, and cross functional collaboration- Managing services beyond go-live, throughout their entire lifecycle- Influencing strategic and tactical decisions as a customer advocate- Creating and optimizing sustainable processes, and promoting across multiple functionsThe successful candidate should have a strong IT background but also understands 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 speak, write, and educate clearly and with influence. They need to have great interpersonal skills, be passionate about delivering quality services, and at the same time leverage data, metrics, and trends to ensure targets are met, 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.**ADDITIONAL INFORMATION*** **ITSM Pillars*** Continual Improvement* Relationship Management* Service Transition* Service Communications* Knowledge Management* **Essential Functions*** Understand the customer journey and take initiative to identify/drive improvement opportunities* Eliminate ambiguity, and develop actionable plans with key deliverables/milestones* Drive projects above and beyond minimum requirements, striving for world class delivery* Communicate with high energy - excellent verbal, written, and presentation skills are essential* Create clear and actionable service-related communications for distribution to targeted audiences* Build partnerships and encourage collaboration to maximize continual improvement opportunities* Transform complex technical concepts into precise, audience-appropriate language* Lead in ambiguous high-pressure situations and work independently with limited direction* 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* Understand organizational change management and user experience improvement techniques* Engage professionally with people at all levels, using strong interpersonal skills* Manage time and priority with attention to detail across a wide array of competing initiatives* Integrate into a team of technical, process improvement, and change management professionals**Qualifications**Basic Qualifications- 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experiencewith a PhD- 3-5 years project leadership experiencePreferred Qualifications- 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevantexperience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD- ITIL Foundation or Intermediate Certification- Project Management Professional (PMP) certification or equivalent project managementcertification- Strong knowledge of Microsoft Office PowerPoint, Outlook, Excel, SharePoint, etc.**Additional Information**Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.**Work Hours:** Varies upon the needs of the department.**Travel Requirements:** This position requires travel 5-10% of the time.**Mental/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.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.Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code..CookieCaducidadDominioEmpresaPropsitoCookie __cflbCaducidad 23 horasDominio cdn.visa.comEmpresa Cloudflare, Inc.Propsito Su visitaCookie relacionada con el equilibrio de carga. Cookie relacionada con el equilibrio de carga.Cookie __cfruid (x 3)Caducidad SesinDominio cdn.visa.comEmpresa Cloudflare, Inc.Propsito AutorizacinCookie __cf_bmCaducidad 30 minutosDominio cdn.visa.comEmpresa Cloudflare, Inc.Propsito AutorizacinMantiene la gestin de bots de nuestro sitio y, por motivos de seguridad, gestiona el trfico entrante que pueda estar relacionado con bots. 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